Service Delivery Manager  

Duties and Responsibilities

Core Responsibilities

• Accomplish all assigned tasks by the management in a timely and effective manner as deemed necessary for the betterment of the organization as a whole.

Business Operations Management

• To ensure Service Operations technology tools & logistical resources are always available in providing uninterrupted service offering to its clients.

Business Relationship Management

• Professionally represent Trends management; enriching client relationships and providing expertise, composure and competence.

Service Operations Management

• Oversee the delivery of services or service technology to clients or customers.
• Establish policies designed to ensure consistently high service performance and evaluates customer feedback to develop quality improvement processes.
• Ensure the smooth running of customer’s system and network infrastructure ensuring they get maximum benefits from them.
• Ensure the company tools and information systems are utilized correctly and relevant information is provided
• Ensure reports are provided to an agreed schedule including management and account performance reports.
• Responsible for the delivery of services within SLAs and KPIs.
• Ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.

Service Operations Management - Incident Management

• Ensure that SLAs are achieve and client expectations are met (or exceeded).

Service Operations Management - Process Engineering

• Contribute in the establishment of the most effective and efficient processes.
• Promote and uphold compliance to agreed standards and processes.
• Report inefficiencies and non-compliance to agreed standards and processes.

Organizational Development

• Contribute in the establishment of the most appropriate organizational structure for Service Operations to support the organization in any of its business engagements however and whenever necessary in accordance to agreed policies and procedures.

Organizational Development - Team Management

• Manage the Service Management Team and ensure it is in accordance with the support and operation policies, protocols and procedure.
• Train and coach new member going on board, specifically on policies and processes.
• Overall responsible for providing task assignments for resources within the team
• Supervise the performance of the team members.
• Conduct performance review of the team members.
• Promote personnel development and ensure that the team has the correct skillsets.
• Provide recommended training plan for the team members.
• Reward and discipline employees.
• Monitor compliance of the team to meet the agreed service levels.

Continuous Improvement

• Collaborate and contribute with other managers in improving workflows, documentations, standards and processes.

Minimum Education

• Must be a graduate of Computer Studies/Computer Engineering/Information Technology/Electronics Engineering or equivalent

Minimum Experience/Training

• Have at least 4 years working experience in Service Delivery Management function
• Have at least 2 years working experience as a Supervisor/Team-Lead in an Operations Support Environment
• Have at least ITIL Foundation Certification

C. Competency

Technical Skills

(A) ITIL

(F) IP Networking

(F) Monitoring Systems

(F) Network Troubleshooting

(F) System Troubleshooting

(F) Application/Web Programming

(F) - Familiar / 0-12 months

(N) - Novice / 1-2 years

(I) - Intermediate / 3-4 years

(A) - Advanced / > 5 years

Communication Skills

(A) Speaks clearly and can be easily understood.

(A) Expresses & speaks ideas in a logical and organized sequence.

(A) Writes clearly, concisely and effectively.

(A) Expresses ideas in a logical and organized sequence in written form.

(F) - Familiar / 0-12 months

(N) - Novice / 1-2 years

(I) - Intermediate / 3-4 years

(A) - Advanced / > 5 years

• Have at least 4-years’ working experience coordinating with partners and clients

Abilities

• Must work well under pressure
• Must have good interpersonal skills
• Must have thorough knowledge of managing teams and personnel
• Must show strong customer management skills
• Must prepare well-organized and comprehensive reports tailored to its audience
• Able to research subjects, with a commitment to provide continuous improvement
• Must be flexible in approach and be comfortable with a fluid organizational structure that requires both teamwork and self-sufficiency as necessary