Service Delivery Manager (Tech MNC/ CCNA/ ITIL / UP12K+)

Service Delivery Manager

A leading tech MNC

The Opportunity

• Adecco is partnering our client, a leading tech MNC
• We are looking for a Service Delivery Manager
• The role will start out as a contract
• Candidates who are immediately available/ able to start work within short notice will be preferred

The Talent

• Min. 3-5 years related customer support experience, project management experience or relevant experiences.
• Strong communication, influencing, and presentation skills.
• Demonstrates detailed understanding of business processes.
• Demonstrates ability to engage cross-functional resources to solve customer issues.
• Understanding of pertinent software applications used for reporting and researching.
• Ability to apply tools for customer satisfaction and gap analysis and make recommendations to customer.
• CCNA or equivalent basic technical/networking knowledge.
• Good understanding of product and solutions (such as cybersecurity, networking, and related technologies) coupled in with a good understanding of project management and business concepts.
• ITIL certified.
• Experienced in Public Sector or had supported Public Sector clients

Job Description

• Act as single point of contact for operational issues. Coordinate technical issues and customer needs.
• Identify, build, and maintain relationships with customers internal management.
• Represent customer needs to company's post-sales support teams and applicable organizations.
• Supervise cases to ensure timely resolution (bi-weekly). Follow up on open action items and cases to ensure commitments are met. Provide customers with updates on hot or escalated issues.
• Coordinate and conduct weekly conference calls to provide status reports to customer and present quarterly reports to customers with analysis of customers support needs.
• Educate customers on company's processes and procedures.
• Provide status reports to management.
• Travel to quarterly customer site visits to present operational issues/activity, customer happiness and gap analysis to customer and internal stakeholders.
• Project manage customer facing projects and internal sophisticated service improvements.

Next Step

• Prepare your updated resume
• Send your resume to [Confidential Information]
• All shortlisted candidates will be contacted

Liu XinYang

EA Licence Number: 91C2918

Personnel Registration Number: R1988872

Liu Xinyang
Direct Line: +65 6697 7868
EA License No: 91C2918
Personnel Registration Number: R1988872