Service Delivery Manager

About the Client

The client is a wellknown MNC from Japan. Its fifth research centre aims to speed up the timetomarket of new technologies that help contribute to the resolution of a broad range of business and social concerns.

Job Responsibilities:

• Tracking and reporting service metrics to internal and external stakeholders
• Ensure that services delivered meet the service levels agreed upon.
• Manage and refine the service delivery processes for clients.
• Continuous Service Improvement to achieve service excellence.
• Point of contact for customers as well as internal stakeholders for all operation issues related to our service delivery.
• Taking ownership of critical incidents coordinating with resolution parties and establishing effective communication between stakeholders for postincident review0073
• Translate customer requirements into working instructions for the delivery teams.
• Developing a deep understanding of projects to gain insights into the scope of service delivery
• Incident/Problem/Change management.
• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• Build and maintain customer relationships.
• Identify sales opportunities within installed bases and work with business managers to translate them into upsells.

Job Requirements:

• Degree in Computer Science or computerrelated field
• Minimum 5 years of service delivery management experience
• Technical and Security Knowledge (e.g. TCP/IP) is a must.
• Minimum 3 years experience in managing technical professionals e.g. server engineers and network engineers.
• Ability to create reports make recommendations and present findings to customers.
• Certification in Certified Information System Auditor (CISA) and Project Management Professional (PMP) would be an advantage.
• Good command of English
• Good communication presentation and writing skills.
• Presales experience would be preferred.

About Us:

Catalyst Talent Strategy Consulting is an executive search firm that is specialized in providing recruitment solution for our clients. We are registered with MOM in 2016.

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