Service Delivery Manager (ITSM)

Job Responsibilities:

• Your most important and measurable responsibility will be achieving committed SLAs, Operational Efficiency & CSAT/NPS
• Own the Customer Support process, driving quick resolution to customer-impacting issues. Maintain and develop a team of competent and technically talented problem solvers who can work independently and collaboratively with other functional groups.
• Establish and adhere to customer support case management practices, including meeting defined SLAs.
• Day-to-day customer support operations and team management, including overseeing and maintaining the Customer Support team's quality and direction.
• Work toward Service Desk or ISO related Certifications
• Develop and keep a well-organized team to effectively support business objectives while maintaining a highly productive work environment.
• Analyse, implement improvement and report on support metrics, business impact, customer impact, and team performance.
• Own escalated support issues; support metrics, including 1st response time, customer satisfaction, resolution time, and more.
• Identify technical issues and communicate them internally and externally. Create and maintain internal documentation (KEDB, KMDB) to help determine the appropriate actions and responses.
• Ensure service levels are always maintained and continuously seek ways to improve the delivery of customer support. Evolve critical processes across the teams to scale and drive customer value
• Develop and focus on continuous improvement and evolution of support offerings. Implement systems and processes designed to enable scale and support excellence
• Build Support career framework to enhance the team's focus on personnel development
• Provide senior management with regular status reports and alert management of any problems or potential service problems, as appropriate.

Required Traits:

• Obsessed with Customer Satisfaction & Service Quality.
• Independent and self-motivated to drive outcomes.
• Collaborative and Team Player to synergize with various department.
• Deep understanding of operational processes to drive efficiency.
• Strong believer of Governance and metric driven service improvement.
• Ability to drive high priority cases towards resolution with sense of urgency
• Positive outlook and able to work under pressure.
• Strong Customer Management and Team management skills
• Analytics & Data Driven

Required Qualifications:

• Bachelor’s Degree in Engineering, Computer Science, Business, or a related field.
• ITIL Foundation v3, v4 or higher.
• Experience with ITSM Platforms (ServiceNow, Remedy, Atlassian, etc..)
• High level of technical competency and acumen
• Able to perform multi-tasking and time management
• Expert in documentation and reporting deliverables.
• 3 years of relevant industry experience of delivering services, based on a standalone or combination of the following:
• Proven track records in contributing or establishing new process, functions, procedures, governance, framework to drive operational excellence and efficiency.
• Escalation and issue management and managing customer expectations

We regret that only shortlisted candidates will be contacted.