Service Delivery Manager

Location: Kelana Jaya
Job ID: TTO5


Job description:

Job Descriptions

  • Developing a deep and thorough understanding of projects to gain insights into the scope of delivery, and to be responsible for end-to-end management of projects
  • Ensuring that systems, procedures and methodologies are in place to meet required quality standards and service level agreements
  • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders and post-incident reviews
  • Taking accountability for service delivery performance, meeting customer expectations and driving future demand
  • Recommending methods of improvement and seeing that actions are planned and implemented on time for service delivery improvements
  • Providing accurate and regular reports to the management on performance of the service delivery and on-going projects
  • Leading a software engineering team, including staff recruitment, performance assessment, training and mentoring

Job Requirements

  • Bachelor’s degree (or equivalent) in computer science, information technology, or engineering 
  • Experienced in dealing with 3rd party service providers
  • Solid organisational and project management skills
  • Exceptional leadership skills and ability to train and guide junior members
  • Strong customer service and people management skills
  • In-depth knowledge of escalation procedures, incident management, resource planning and other disciplines related to service delivery, e.g. ITIL principles
  • At least 3 years of relevant professional experience in a similar role, or 7 years of experience in software development experience around enterprise and cloud environments

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