This offer job is expired.

Service Delivery Manager

Collinson Latitude - Expires on Oct 06, 2015
  • Country
  • Location
  • Job Type
  • Experience
  • Eligibility
  • Hong Kong
  • Not specified
  • Permanent - Full Time
  • 3+ years
  • Expat and local
Customer Service/ Account Management
Job Category
E-Commerce / Online Media

Job Description

  • Daily engagement with the 2nd/3rd level support team to ensure prioritized incidents are progressed through.
  • Ensure continuous communication & coordination with the client especially in the event of a major incident ensuring seamless communications between customer & the resolver groups.
  • Establish service metrics for performance monitoring & measurement.
  • Prepare performance & capacity related reports and projections, using relationship with client to predict future demand.
  • Drive regular service review meetings and prepare monthly service reports.
  • Plan hot-fixes & releases, agreeing content and scheduling with both client and technical team.
  • Significant contribution expected towards strategy for improving & maintaining group/regional service processes, quality, tools & functionality.
  • Ensuring a consistent level of services to all clients in the APAC region.
  • Contributes to the product development team to enhance core product features through identified opportunities around clients’ feedback, recurring incidents.
  • Occasional duties may include contribution to group business development, product development, client consultancy or product implementation projects.
  • The role would possibly evolve into providing SDM support for clients from the European and AMEA regions in a longer time period.
  • Reporting Line
    • Key part of group 24 x 7 application support function, reporting to UK HQ.
    • Key part of the regional technology team providing services to clients in mainland China, Australia & other regional & global locations; reporting to HK-based Regional Technology Director.

Job Requirements

  • 5+ years enterprise level development/support experience using any web-based/ mobile technology.
  • 3+ years project management experience within an Agile environment.
  • Experience using Remedy, JIRA.
  • Experience managing requirements, business analysis, technical design, development phase, QA, and support with the following technologies – Magento, Apache, SQL, Javascript, Web services.
  • Excellent spoken & written English.
  • Experience working with virtual teams across different time-zones an advantage.

About the recruiter

Collinson Latitude

Collinson Latitude is a global provider of incremental revenue products and services, designed to make a business’s customers more active, loyal and profitable. From 16 offices in 12 countries, ...

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