Job Description:
Latest job information from recruit express pte ltd for the position of Service Delivery Manager. If the Service Delivery Manager vacancy in Pasir Panjang matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.
Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at recruit express pte ltd for the position of Service Delivery Manager below matches your qualifications.
Job Responsibilities:
- Your most important and measurable responsibility will be achieving committed SLAs, Operational Efficiency & CSAT/NPS
- Own the Customer Support process, driving quick resolution to customer-impacting issues. Maintain and develop a team of competent and technically talented problem solvers who can work independently and collaboratively with other functional groups.
- Establish and adhere to customer support case management practices, including meeting defined SLAs.
- Day-to-day customer support operations and team management, including overseeing and maintaining the Customer Support team's quality and direction.
- Work toward Service Desk or ISO related Certifications
- Develop and keep a well-organized team to effectively support business objectives while maintaining a highly productive work environment.
- Analyse, implement improvement and report on support metrics, business impact, customer impact, and team performance.
- Own escalated support issues support metrics, including 1st response time, customer satisfaction, resolution time, and more.
- Identify technical issues and communicate them internally and externally. Create and maintain internal documentation (KEDB, KMDB) to help determine the appropriate actions and responses.
- Ensure service levels are always maintained and continuously seek ways to improve the delivery of customer support. Evolve critical processes across the teams to scale and drive customer value
- Develop and focus on continuous improvement and evolution of support offerings. Implement systems and processes designed to enable scale and support excellence
- Build Support career framework to enhance the team's focus on personnel development
- Provide senior management with regular status reports and alert management of any problems or potential service problems, as appropriate.
Required Traits:
- Obsessed with Customer Satisfaction & Service Quality.
- Independent and self-motivated to drive outcomes.
- Collaborative and Team Player to synergize with various department.
- Deep understanding of operational processes to drive efficiency.
- Strong believer of Governance and metric driven service improvement.
- Ability to drive high priority cases towards resolution with sense of urgency
- Positive outlook and able to work under pressure.
- Strong Customer Management and Team management skills
- Analytics & Data Driven
Required Qualifications:
Essential
- Bachelor's Degree in Engineering, Computer Science, Business, or a related field.
- ITIL Foundation v3, v4 or higher.
- Experience with ITSM Platforms (ServiceNow, Remedy, Atlassian, etc..)
- High level of technical competency and acumen
- Able to perform multi-tasking and time management
- Expert in documentation and reporting deliverables.
- 3 years of relevant industry experience of delivering services, based on a standalone or combination of the following:
Proven track records in contributing or establishing new process, functions, procedures, governance, framework to drive operational excellence and efficiency.
Escalation and issue management and managing customer expectations
Interested applicants please send your resume to (HIDDEN TEXT)
Venessa Goh Wee Ni
R24124686
Recruit Express Pte Ltd
EA License No: 99C4599
We regret that only shortlisted candidates will be contacted.
Job Info:
- Company: recruit express pte ltd
- Position: Service Delivery Manager
- Work Location: Pasir Panjang
- Country: SG
How to Submit an Application:
After reading and understanding the criteria and minimum qualification requirements explained in the job information Service Delivery Manager at the office Pasir Panjang above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.
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