Responsibilities

  • Tracking and report service metrics to internal and external stakeholders
  • Ensure that services delivered meet service levels agreed.
  • Manage and refine the service delivery processes for clients. 
  • Continuous Service Improvement to achieve service excellence. 
  • Point of contact for customers as well as internal stakeholders for all operation issues related to service delivery.
  • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident review.
  • Translate customer requirements into working instructions for the delivery teams. 
  • Developing a deep understanding of projects to gain insights into the scope of service delivery.
  • Incident/Problem/Change management.
  • Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades. 
  • Build and maintain customer relationships.
  • Identify sales opportunities within installed bases and work with business managers to translate them to upsell.

Requirements

  • Degree in Computer Science or computer-related field
  • Minimum 5 years of service delivery management experience
  • Technical and Security Knowledge (e.g., TCP/IP) is a must.
  • Minimum 3 years’ experience in managing technical professionals e.g., server engineers and network engineers.
  • Ability to create reports, make recommendation and present findings to customers. 
  • Certification in Certified Information System Auditor (CISA), Project Management Professional (PMP) would be an advantage.
  • Pre-sales experience would be preferred.