Service Delivery Manager

Miejsce pracy:

Kuala Lumpur

Your role

  • Maintain efficiency and costs in the service department 
  • Managing employees involved in delivery process 
  • Participating in change advisory board to discuss required improvements/changes to the service 
  • Being accountable for the quality of Service and performance; ensuring future demand for growth and projects is understood and factored into capacity plans for all associated systems 
  • Defining service level agreements related to contracted services 
  • Monitoring, controlling and supporting service delivery; ensuring systems, methodologies and and procedures are in place and followed 
  • Proficiency in Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimalized and agreed 
  • Conduct internal and third party service review meetings covering performance, service improvements, quality and processes 
  • Ensuring service is maintained to high standards and routinely checked to provide high levels of availability 
  • Managing the desktop computing environment to ensure that laptops, PC’s and other access devices are built and maintained to high standards of performance and security and are able to work with provided service 
  • Ensuring that patching and updates are carried out promptly and effectively 
  • Effectively deliver/manage staff including recruitment, mentoring, training, target setting and performance assessment
  • Coordination of 2nd level/3rd level support, development, administrators as well as other teams with their daily tasks 
  • Cooperation with another SDM, escalating to appropriate teams 
  • Monitoring of KPIs to meet their expected levels 
  • Monitoring other groups to make sure that tickets related to supported service are not miss-assigned 
  • Improvement of processes for delivered service 
  • Ensuring that tasks are performed on time 
  • Hosting meetings covering complicated issues and coordinating its progress/ensuring punctuality 
  • Prioritizing tasks to appropriate teams 
  • As owner of the escalation process taking ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
  • Delivery Center Cost-effective Management 
  • Revenue, Profitability and Financial Management  
  • Business Development Department Supervision 
  • Customer Management 
  • Human Resource Department Supervision 
  • Employee journey in Organization Management  
  • Talent Capacity Management  
  • Admin Department Supervision
  • Ensuring efficiency of security systems 
  • Administering security systems (access control, CCTV, psychical security) 
  • Observing and reporting security issues 
  • Initiating security updates and changes 

Your skills & experience

  • Maintain efficiency and costs in the service department 
  • Managing employees involved in delivery process 
  • Participating in change advisory board to discuss required improvements/changes to the service 
  • Being accountable for the quality of Service and performance; ensuring future demand for growth and projects is understood and factored into capacity plans for all associated systems 
  • Defining service level agreements related to contracted services 
  • Monitoring, controlling and supporting service delivery; ensuring systems, methodologies and and procedures are in place and followed 
  • Proficiency in Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimalized and agreed 
  • Conduct internal and third party service review meetings covering performance, service improvements, quality and processes 
  • Ensuring service is maintained to high standards and routinely checked to provide high levels of availability 
  • Managing the desktop computing environment to ensure that laptops, PC’s and other access devices are built and maintained to high standards of performance and security and are able to work with provided service 
  • Ensuring that patching and updates are carried out promptly and effectively 
  • Effectively deliver/manage staff including recruitment, mentoring, training, target setting and performance assessment
  • Coordination of 2nd level/3rd level support, development, administrators as well as other teams with their daily tasks 
  • Cooperation with another SDM, escalating to appropriate teams 
  • Monitoring of KPIs to meet their expected levels 
  • Monitoring other groups to make sure that tickets related to supported service are not miss-assigned 
  • Improvement of processes for delivered service 
  • Ensuring that tasks are performed on time 
  • Hosting meetings covering complicated issues and coordinating its progress/ensuring punctuality 
  • Prioritizing tasks to appropriate teams 
  • As owner of the escalation process taking ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
  • Delivery Center Cost-effective Management 
  • Revenue, Profitability and Financial Management  
  • Business Development Department Supervision 
  • Customer Management 
  • Human Resource Department Supervision 
  • Employee journey in Organization Management  
  • Talent Capacity Management  
  • Admin Department Supervision
  • Ensuring efficiency of security systems 
  • Administering security systems (access control, CCTV, psychical security) 
  • Observing and reporting security issues 
  • Initiating security updates and changes 

Our offer

  • We are 8 hours working organisation.(10 a.m. to 6 p.m.)
  • Transport allowance provided to all employees.
  • European work culture and you have exposure working with European clients directly.
  • Good Work-life balance.
  • 5.EPF, SOCSO, Life & Medical insurance.
Join our team!
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