[ref. j83334601] Agency Ops Lead/Service Delivery Manager)

The Service Delivery Manager is responsible for managing day to day support of large scale maintenance projects meeting customer’s requirements and service level agreements.

• to ensure that the team conduct health check, handle customer queries, investigate incidents reported, resolve the incidents and apply fixes and also to ensure that incidents reported are tracked and resolved till closure
• to assist the Program Manager to train and guide junior team members.

• Act as a focal point for all support related queries and issues
• Review transition plans, enhancement milestones and deliverables in consultation with support teams and customer
• Review with support team to ensure that all support tasks and deliverables meet quality and service levels
• Ensure that regular reviews of the services provided ( Service Level Agreements (SLAs) and Key Performance Indicators(KPIs)) are conducted to maintain alignment between the services and the expectations of the customer
• Notify/escalate any ‘out of scope’ variations to services to Program Director / Service Delivery Director (SDD)
• Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director (SDD)
• Review and approve service request/enhancement effort, schedules and risk plans
• Review and raise resource requirement
• Responsible for resource forecasting and planning
• Review, monitor and report project health status

• Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations
• Ensure that effective communication on the services delivered is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes

• Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity
• Be involved in pre-sale activities

• Delegate tasks effectively by providing clear and specific instructions and goals
• Plan, track and monitor the tasks assigned to the team leader/ members
• Participate in leadership activities and providing performance feedback and developmental coaching
• Monitor and improve team performance, providing leadership, coaching, and performance management

1. • Typically 6 years IT operations management experience especially in the area of EUCD management and support
2. • Strong knowledge in process improvement methodologies and tools
3. • Understanding of Software Development Lifecycle (SDLC)
4. • Degree in Information Systems, Computer Science or equivalent
5. • Self-motivated with a positive “can-do” attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques.
6. • Able to lead, develop and maintain respectful and trusting relationship
7. • Proficient in written and spoken English
8. • Able to travel as required
9. • Preferably manage a user base on 1500 users