Snr Svc Delivery Mgr, Svc(IMS) Ldrship
- Singapore
- Permanent
- Full-time
- Manage and supervise IT Service Desk and EUC staff in the completion of projects and related support activities.
- Ensure development and training of staff on service management best practices and personal growth.
- Monitor performance metrics and work assignments to ensure adherence to quality, timelines, and end-user satisfaction, while promoting continual improvement.
- Oversee and ensure effective IT Service Desk Management (ITSM) using ITIL best practices.
- Lead and manage Incident, Problem, Change Management, and ensure continual reduction of reoccurring issues.
- Provide and review weekly problem analytics: type, subtype, volume, aging, root cause, trending.
- Develop and maintain standardized processes for IT Service Desk and EUC operations.
- Manage Client Device Management lifecycle including refresh, reliability, and standardization strategies.
- Lead IT Concierge Management to enhance employee-facing support services and personalized IT assistance.
- Establish and implement Patch Management schedules and compliance reporting to ensure systems remain secure and up to date.
- Develop and maintain a robust EUC Asset Management Program and maintain an accurate CMDB to prevent service loss.
- Ensure Software Asset Management and compliance to licensing terms.
- Lead ITSM Management including SLAs, CSAT tracking, reporting, and service level improvements.
- Build governance frameworks, post-mortems, delivery playbooks, and compliance to industry standards.
- Drive Customer Success Management programs to enhance end-user satisfaction and retention.
- Oversee Service Desk Management practices ensuring operational excellence and swift resolution of user issues.
- Manage Deskside Support Management teams for prompt onsite technical support resolution.
- Plan and manage internal resources, project delivery schedules, and vendor engagements.
- Troubleshoot emergency Service Desk and EUC issues with cross-functional teams and update runbooks.
- Ensure robust ticketing system workflows, communication standards, and knowledge base articles.
- Actively collect user feedback and incorporate improvements to enhance Customer Management experience.
- Drive Business Analysis Management to identify service trends and improvement areas with data insights.
- Collaborate with infrastructure, applications, cybersecurity, and vendor teams for holistic service delivery.
- Onboard new technical knowledge into the team and ensure structured handovers with partners and vendors.
- Degree or higher in relevant field.
- 7-10 years of IT experience, with strong grounding in service delivery and support.
- Demonstrated experience managing large, cross-functional IT teams.
- Deep knowledge of ITIL-based service delivery and performance optimization.
- Background in customer engagement, problem management, and operational governance.
- Mandatory: ITIL Service Management Certification.
- Preferred: PMP, CITPM.
- Strong in ITSM/ITIL disciplines: Change, Incident, Problem, Release Management, and CMDB.
- Excellent leadership, mentoring, and team development capabilities.
- Proficient in Client Device, Deskside, Asset, Patch, and IT Concierge Management.
- Excellent stakeholder communication, service orientation, and analytical skills.