Job Description
This position is a stakeholder facing role, oversees a number of key functions within the Service Delivery Operations on regional level at client office in Singapore and to ensure that Service Desk operation and Onsite Support processes are in place to meet client's retail business needs and expectations.
The role requires ability to multi-task with many activities occurring simultaneously, which requires excellent leadership, time management and prioritization skills. A typical day for a Regional Service Delivery Manager will be a combination of planned activities, operational monitoring, and involvement in escalations and process exceptions.
Responsibilities:
- Achieve highest level of service support to the Customer office/retail operations
- Proactive approach to bring the customer's Regional Service Desk services to next generation level
- Strong sense of current and future technology, for the continuous Service Desk model optimization
- Oversee a supporting team including Regional Service Desk in Malaysia, in-country SDMs and dedicated onsite engineers at client sites in APAC region
- Owner of the Incident, Request and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
- Monitor, control and support service delivery ensuring systems, methodologies and procedures are in place and followed
- Be accountable for the quality of Service and performance ensuring future demand from growth and projects is understood and factored into capacity plans
- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
- Prepare reports. Able to analyze data to identify trends and areas for improvement and able to produce accurate management reporting on IT Service performance.
- Drive internal and third-party service review meetings covering performance, service improvements, quality and processes
- Any other ad-hoc tasks when required by the Management
Requirements:
- Bachelor degree in Information Technology or related disciplines
- Excellent communication and interpersonal skills, including reporting and presentation skills
- Proven track record in managerial grade, 2+ years of team management (managing a team with at least 20 staff)
- Excellent written and spoken in English, candidate with written and spoken mandarin and/or Cantonese will be advantage
- Proactive, excellent leadership skills, self-motivated and able to take ownership
- Experienced Service Management professional
- Good knowledge of ITIL disciplines
- Willingness to support and mentor junior staff
- Able to work under pressure and meet deadlines
- Experiences in supporting regional customers is an advantage
