- Industry leadership and innovation
- Opportunities to work on outstanding technologies on logistics solutions
Firmenprofil
A Singapore-based global transportation and supply chain solutions provider, recognised as one of the largest home-grown enterprises in Southeast Asia.
Aufgabengebiet
Service Delivery & Operations
- Oversee end-to-end service delivery to ensure quality and consistency
- Monitor and manage service performance against SLAs, KPIs, and OLAs
- Ensure timely resolution of incidents, service requests, and escalations
- Coordinate with technical teams to resolve complex issues
Stakeholder Management
- Act as the primary point of contact for clients/customers
- Build and maintain strong client relationships
- Conduct regular service review meetings with stakeholders
- Manage expectations and ensure customer satisfaction
Incident & Problem Management
- Ensure major incident handling and communication
- Lead root cause analysis (RCA) and implement preventive measures
- Drive continuous improvement to reduce recurring issues
Team & Vendor Management
- Manage and guide service delivery teams (internal/external)
- Collaborate with vendors/partners to ensure service standards
- Support resource planning and team performance management
Process Improvement & Governance
- Drive ITIL best practices (Incident, Problem, Change, Service Request)
- Identify areas for service improvement and cost optimization
- Ensure compliance with organizational policies and standards
Reporting & Metrics
- Prepare service reports, dashboards, and performance metrics
- Analyze trends and recommend improvements
- Track customer satisfaction (CSAT) and service quality
Anforderungsprofil
- Strong understanding of ITIL framework
- Excellent communication and stakeholder management skills
- Strong problem-solving and analytical abilities
- Experience in IT service management tools (e.g., ServiceNow, Remedy, Jira)
- Ability to manage multiple priorities and escalations
- Leadership and team management skills
- Minimum 7 years of experience in IT service delivery or operations
- Experience managing client-facing roles and SLAs
- Background in infrastructure, applications, or managed services
Vergütungspaket
Opportunities to work on outstanding technologies on logistics solutions
Industry leadership and innovation
Kontakt
Referenznummer: JN-052026-7017059
