This offer job is expired.

Service Delivery Manager

Aryan Search - Expires on May 29, 2015
  • Country
  • Location
  • Job Type
  • Experience
  • Eligibility
  • Malaysia
  • Not specified
  • Permanent - Full Time
  • 8+ years
  • Expat and local
Customer Service/ Account Management
Job Category
Information Technology / IT
10,000-14,000 MYR/month

Job Description

Our client is a billion dollar MNC based in Malaysia.

  • Responsible for maintaining optimal or lower the cost of delivery
  • Responsible for measuring resource utilization
  • Ensure smooth transition of new clients into agreed mode of operations
  • Ensure client intimacy and stickiness
  • Expand client’s wallet share by expanding contracted scope of services
  • Focus on project and transformation opportunities
  • Identify automation opportunities to improve efficiency
  • Resource optimization and management
  • Assist with billing
  • Prepare service review reports for clients
  • Conduct regular in depth service and process audit
  • Work with client’s enterprise architect to map business services to revenue or reputational impact
  • Overall service level management and client satisfaction
  • Manage internal service units as 3rd parties
    • Single operational point of contact between Global Services Centre and internal service units (include but not limited to Cloud Business Unit)
    • Ensures internal service units delivers services as per agreed OLAs
    • Drive regular service operation reviews with Operation Managers and internal service unit Delivery Managers
    • Drive CSI with internal service units
  • Support the Compliance & adherence to internal & external standards e.g. ISO9001, ISO27001, ISO20000
  • Support the attainment of rating & accreditations as required by client & their selected partners
  • Support Regular measurement & attainment of client satisfaction targets

Job Requirements

  • Minimum of 8 year experience in a multi-national organisation ideally within the IT industry with a focus on IT Service Management; IT Service Catalogue Management; Contract Management & Service Operations;
  • Strong, demonstrable Service Delivery management  experience in IT Managed Services market, with a preference for Cloud Services and Enterprise Services
  • Degree in Engineering (Computer/Telecommunication), Engineering (Electrical/Electronic), Engineering (Others), Computer Science/Information Technology or equivalent
  • Successful track record of IT Service delivery Management, achieving SLAs & Client satisfaction & results through a matrix organization
  • Management experience in a Professional or Managed services business
  • Cross-cultural Curiosity; Comfortable in multi-cultural teams;
  • Communication Skills - Writing; Listening; Presentation; interpersonal skills; Persuasion; Ability to successfully negotiate & influence to achieve objectives
  • Tenacity & Self-motivation - Stands-up for principles; Is resilient; Self motivated, ability to work un-supervised as well as being able to work as part of a team in a global & sometimes pressured environment; Proactive, flexible attitude to work with a willingness to constantly review & improve skills
  • High Emotional Intelligence - Regulates own emotions; Active Listening; Inspires trust; Having integrity; Use feedbacks; Team Player
  • Excellent Cloud Service related knowledge and experience
  • Excellent relationship building skills with the ability to collaborate at all levels within the organisation
  • Strong analytical, organisational, presentation & leadership skills
  • A “people driver” capable of gaining buy-in, achieving results & managing conflicting interests across multiple areas of the business
  • Ability to successfully negotiate & influence to achieve objectives & comfortable in a facilitation role
  • Comfortable working in a collaborative environment (teamwork) with the ability to drive results through influence in a highly “matrix” organisation
  • Self-starter who displays ownership & drives to completion
  • Operational Understanding - Understanding of & experience with ITIL; Understanding of system generally used in a services organisation
  • 30% travel expected

About the recruitment agency

Aryan Search

Aryan Search is a specialist recruitment consultancy, covering all areas of Permanent, Contract and Temporary recruitment. We pride ourselves on being able to deliver the best in specialist talent. ...

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