IT Service Delivery Manager - Singapore - NET ONE ASIA PTE. LTD.

NET ONE ASIA PTE. LTD.

Verified Company

Singapore

1 week ago

Posted by:

Wei Jie

beBee Recruiter

Description

You will lead the Managed Services team.

Will need to focus on maintaining good relationships with clients and improving the company's services to fulfil the client requirements.

An SDM will have both technical and administrative role where they help resolve technical problems and manage team performance.

An SDM is responsible for the planning, management, coordination and financial control of a project. He/She has to ensure the project is completed on time and within budget and the project's objectives are met.

SDMs' oversee the overall flow of the project to ensure the desired result is achieved, different interests involved are satisfied and the most efficient resources and methods are used.

KEY RESPONSIBILITIES

To manage the overall activities of the whole Services support team, schedules the activities and staff rosters, provides instructions and reports to The Company on a regular basis and highlights critical issues requiring The Company's decision.
To provide an overall control layer to the delivery of the Managed Service, ensuring that the ITIL based processes and procedures are agreed & adhered to within the scope of the service. The SDM also acts as the single point of contact for the service, allowing the Customer access to information and actions regarding service activities.
The SDM shall work with any external project teams which may be engaged by The Company from time to time for any adhoc projects for the purpose of ensuring operations continuing to be smooth and process and systems documentations to be updated if necessary.
The SDM will own the service provision and provide a primary point of contact to the Customer for all servicerelated issues.
The SDM will drive implementation and ongoing adherence to the ITIL processes, including customer service improvements.
The SDM will manage service delivery to ensure the maintenance of a fully functional, reliable, and secure IT environment, and continuous service improvement within the scope defined in the services above.
The SDM will ensure a coordinated approach is taken to the delivery of all services including the management of interdependencies and risks.
The SDM will ensure incidents, major or otherwise, are resolved according to agreed service levels and in accordance with agreed processes. The SDM will coordinate the activities between the managed service team and thirdparty vendors in the resolution of such incidents.
The SDM will perform management of change to the assigned live environments while maintaining the accuracy of associated systems documentation.
The SDM will Report on service delivery through the provision of monthly service review reports and incident reports as agreed.
The SDM will provide advice and guidance on any matters relating to The Company IT environment.
The SDM will Maintain satisfaction with the service delivered to the user community and the business. This will include the management of complaints and acting as an escalation point when appropriate.
The SDM will ensure a shared process and procedure documentation is maintained, either in a service Operations Handbook or in Knowledge Base articles. These will be shared documents between The Company and The Supplier. The SDM will be responsible for ensure the documentations completeness, accuracy and in a timely manner.

JOB REQUIREMENTS

Able to demonstrate the ability to undertake the above responsibilities
A passion for Service Improvement
Experienced Service Management professional
ITIL Qualified
Previous experience as a Team Lead or demonstrable experience in leading virtual teams
Experience of managing 3rd parties and 3rd party delivered services
Service Management or Support in a largescale and diverse environment of incident management, escalation procedures and related disciplines
Excellent leadership and people management skills
Excellent written and verbal communication skills
Willingness to support and mentor junior staff
Excellent customer facing/customer service skills
Able to work under pressure and meet deadlines
Able to demonstrate a high degree of flexibility including shift and out of hours working
Excellent organisational skills
Able to manage sensitive and sometimes confidential information
Selfmotivation and able to take responsibility
Able to manage and prioritise and tasks and time efficiently
Able to demonstrate initiative and a proactive approach to daily tasks

Qualifications:

Bachelor degree in Computer Science, Engineering, Information Technology or related discipline from a recognized institution.
Information Technology Infrastructure Library (ITIL) foundation certification