Service Delivery Manager (Open to Malaysians)

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.