Service Delivery Manager (Customer Success / Post Sales)
Adventus is an Information and Communications Technology (ICT) Solutions and Services Provider with a wide footprint across the globe.
We help organizations bring about positive transformation to their businesses by leveraging intelligent applications of innovative solutions and pertinent services to remain winners in today's ultra competitive marketplace.
With our strong network of technology partners, excellent domain expertise and differentiated value proposition, we are able to go above and beyond for our customers, far exceeding expectations.
The Service Delivery Manager is responsible for managing and monitoring Service Level Agreement’s (SLA) requirements so as to ensure the contractual requirements’ levels are met and tasked to take on responsibilities during contract transition phases.
Responsibilities- Lead and drive the service delivery for assigned accounts
- Accountable for the success of projects implementation for assigned contracts
- Manage and communicate with key holders on daily operational support
- Monitor and ensure SLAs are met, issues escalated and prioritized
- Act as the point of contact for service delivery
- Responsible for service delivery of account and prioritization of work requests
- Manage a team of desktop/system/network and helpdesk engineers. During transition phases, the team will work closely with customers on the on-boarding of service/equipment
- Provide customers with relevant reporting and trend analysis statistics to pro-actively support and improve the customer’s business
- Identify operational gaps and drive to ensure closure, both internally and externally
- Maintain long term healthy customer relationships, acting as the bridge between clients and internal teams
- Work on financial cost priorities to ensure a balance between customer satisfaction and company’s business objectives
- Ensure delivery to cost plan
- Any other ad-hoc duties as required or assigned
- Advantageous to possess 1 to 2 years experience in customer success, service delivery or sales, with strong stakeholder management and IT Support skills, however not required.
- Ability to multi-task, with experience handling a large portfolio of customer accounts
- Excellent communicator with fluency in English and Mandarin (to liaise with Mandarin-speaking customers)
- IT outsourcing experience with proven track records preferred
- Proven success in achieving project milestones and broad technology awareness
- Possess a full and broad understanding of the services required by the account and of other services and technology potentially available along with good project co-ordination skills
- Strong business acumen, customer focus and good financial management skills
- Self-motivated and proactive in resolving issues and identifying new opportunities on the account
- Effective interpersonal skills, both written and presentation
- Strong analytical and problem solving skills, combined with the ability to provide quick resolution to problems