Job Brief:
We are seeking a manager to join our team. The ideal candidate will be responsible for managing all aspects of our delivery service, ensuring high customer satisfaction, and maintaining service levels.
Responsibilities:
- Manage Service Delivery: Oversee the delivery of services to clients, ensuring they meet agreed service level agreements (SLAs) and operational level agreements (OLAs).
- Client Relationship Management: Develop and maintain strong relationships with clients, handling their expectations and resolving any issues promptly.
- Service Improvement: Identify and rectify service delivery issues, conduct root cause analysis, and implement service improvement plans.
- Team Leadership: Lead and manage service delivery teams, ensuring they are adequately trained and resourced.
- Reporting: Prepare and present regular and accurate reports to stakeholders on service performance.
- Compliance: Ensure compliance with company policies, procedures, and health and safety regulations.
- Collaboration: Work closely with sales, marketing, and other departments to drive service sales and profitability.
- Billing & Revenue: Managing SOW renewals, monthly billing milestones, Budget Vs Revenue forecast, P&L
Qualifications:
- Proven experience as a manager Delivery/Infra manager or in a similar role.
- Strong understanding of service delivery processes and procedures.
- Excellent leadership and customer management skills.
- Strong problem-solving abilities.
- Excellent verbal and written communication skills. (Primary Mandarin, Business Level English speaking skills)
- Ability to manage and lead teams.
- IT Manager experience with 8-10 years in handling technical teams.
Skills:
- Service Management: Deep understanding of service management principles and best practices.
- Client Relationship Management: Strong interpersonal and communication skills to build and maintain client relationships.
- Leadership: Ability to guide and motivate team members.
- Project Management: Strong skills in planning, organizing, and coordinating resources and timelines.
- Problem-Solving: Adept at analyzing complex situations and proposing effective solutions.
