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Service Delivery Manager (Open to Malaysians)

Service Delivery Manager (Open to Malaysians)

GetronicsMalaysia, Malaysia
30+ hari lalu
Penerangan pekerjaan

Imagine having the opportunity to join an organization that is committed to your professional growth and development. You will be a part of our amazing team where you will have an opportunity to work with other innovative and passionate individuals in a work-life balance environment, where it is fun, challenging, exciting and ever changing.

RESPONSIBILITIES

  • Support the operational relationship between internal and client organizations, acting as an escalation point for effective Incident Management.
  • Ensuring a coordinated and appropriate level of service is provided to all our clients, including management against SLA.
  • Management of customer expectation and delivery to commitments.
  • Driving additional project related revenue through the customer.
  • Production of monthly service report. Will have input and receive information from Service Line Managers.
  • Billing data control, including chargeable activities. Assist in managing clients challenge of billing information.
  • Management of Service Variation process and production of proposals.
  • Tactical management of operations, including matrix-management of internal teams (Field and Service desk).
  • Hold & attend regular team meetings and ensure regular communications motivate and communicate with on-site staff via meetings and ad-hoc briefings.
  • Hold & attend weekly, monthly & quarterly reviews with customer stakeholders based on governance model.
  • Ensure adherence to company procedures including escalations, quality programme, confidentiality and virus policy.
  • Performance management and development of all direct reports and providing feedback for reviews of virtual team members as required.
  • Manage all disciplinary issues for direct reports effectively.
  • Understand the customers’ business and technical environment and thus be proficient to drive down the cost of ownership.
  • Review and ensure the maintenance of optimum resource levels necessary for the delivery of the agreed services, including staff, spares, equipment, tools etc.
  • Customer P&L management.
  • Management of client relations in both positive and negative service delivery scenarios.
  • Provision of timely responses to client escalations.

SKILLS AND QUALIFICATIONS

  • Minimum of 5 years’ experience with service delivery management and project work on complex projects in rapidly changing environments.
  • Third Party Management – Supplier integration and delivery of multiple services.
  • Experience of matrix management : working with internal delivery organization, coordinating activities of internal organization during crisis periods.
  • Demonstrable experience of working in a complex IT Service Management environment.
  • Very strong influencing, problem solving and negotiation skills.
  • People management skills.
  • Customer Facing skills.
  • Proven operational management ability : measuring and reporting on operational performance, assessing position and taking appropriate and effective management actions.
  • Experience of remote management.
  • Preferable candidate with ITIL and / or Prince 2.
  • Preferably someone with short notice / immediate joining.
  • Preferably someone with banking / insurance industry exposure.
    • Buat amaran kerja untuk carian ini

    Service Delivery Manager • Malaysia, Malaysia