Service Delivery Manager, Service Leadership
- Singapore
- Permanent
- Full-time
- To ensure that the team conduct health check, conduct application monitoring, handle customer queries, investigate incidents reported, resolve the incidents and apply fixes and also to ensure that incidents reported are tracked and resolved till closure
- To assist the Senior Managers to train and guide junior team members.
- Act as a focal point for all support related queries and issues
- Review transition plans, enhancement milestones and deliverables in consultation with support teams and customer
- Review with support team to ensure that all support tasks and deliverables meet quality and service levels
- Ensure that regular reviews of the services provided ( Service Level Agreements (SLAs) and Key Performance Indicators(KPIs)) are conducted to maintain alignment between the services and the expectations of the customer
- Notify/escalate any 'out of scope' variations to services to Program Director / Delivery Lead (DL)
- Notify/escalate critical issues or variations to service levels to Program Director / Delivery Lead (DL)
- Review and approve service request/enhancement effort, schedules and risk plans
- Review and raise resource requirement
- Responsible for resource forecasting and planning
- Review, monitor and report project health status
- Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations
- Ensure that effective communication on the services delivered is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes
- Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity
- Be involved in pre-sale activities
- Delegate tasks effectively by providing clear and specific instructions and goals
- Monitor and improve team performance, providing leadership, coaching, and performance management
- More than 5 years of IT/ Engineering project management experienc
- Experience in the development, implementation, and support of engineering/ information technology projects in a range of organizations
- Degree in Engineering, Computer Science or equivalentSelf-motivated with a positive “can-do” attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques
- Able to lead, develop and maintain respectful and trusting relationshi
- Able to travel as and when required
- Proven track record in assuming overall responsibilities and managing medium-scale projects