Service Delivery Lead

1 week ago

George Town, Penang, Malaysia Axiom Technologies Full time

Responsibilities:

-
Own the Service

  • Own, manage and be accountable for service performance a specific customer contract(s)
against the contracted OLA/SO.

  • Be the single point of contact for the Service Delivery Manager(s)
  • Represent the Service Desk at relevant meetings (organize and participate too monthly
project reviews)

  • Be involved in managing the contracted relationship with third party suppliers, where this is
relevant

  • Maintain good liaison with other delivery groups and teams
  • Maintain good liaison with Service Manager to ensure they are satisfied with the services
provided by the Service Desk

  • Maintain an effective understanding of the customers' business, business requirements, IT
needs and how IT will support and enhance their business

  • Review daily, weekly and monthly KPIs reports for the assigned customer account to ensure
that service is delivered according to Global Service Desk standards (quality, productivity and
time wise)
-
Own the Operational Level Agreement

  • Define and maintain a Service Description(s) and OLA/SO document(s) for an assigned
customer account(s);

  • Act as the escalation point for technical, process and OLA/SO issues raised by Service Desk
teams;

  • Plan, schedule and allocate work across teams so that the service provided to the customer
is in accordance with the OLA/SO;

  • Assess impact and validate/approve change of scopes (OLA/SO and/or scope of service);
-
Manage Resources

  • Review and analyze call volumes by hour and adjust resource levels and shifts accordingly;
  • Identify and take appropriate actions based on daily, weekly and monthly KPI reports;
  • Undertake resource planning and to assess impact of resource utilization on profit margins
and budget;

  • In conjunction with the Operations Manager determines how to best manage changes of
scope for an assigned account(s) that will eventually impact the service delivered by the
Service Desk;
-
Lead and motivate the team

  • Have direct involvement in the work being undertaken by the team;
  • Provide technical advice to the team;
  • Where the customer is global, liaise with counterparts from other global service desks, to
ensure re-distribution of training/awareness;

  • Carry out performances appraisals and assessments on a regular basis;
  • Coach, develop and motivate team members;
  • Perform call shadowing and additional coaching during the take on of new/ incremental
business;

  • Owning ticket performance of service desk against Incident and Change tickets.
-
Main Deliverables

  • Reports (If required as per contract)
-
Other Responsibilities

  • Good general management and business process skills and abilities;
  • Presentation skills;
  • Communication skills both written and verbal;
  • Flexible to work for multiple regional hours such as APAC, UK and US shift is a MUST.
Working outside office hours (occasionally) and on standby duty (if applicable).

  • Ability to develop good relationships with customers and assess their needs;
  • Ability to remain calm under pressure and in crisis;
  • Good Interviewing skills;
  • Ability to provide on the job training to others;
  • Good delegation skills;
  • Good listening skills;
  • Show awareness of wider implications of decisions;
  • Ability to help identify development needs of staff and help them develop their
competencies.

  • Skills in organizing and assessing resource requirements for work activities.

Job Requirements

  • Bachelor's Degree in computer science or equivalent
  • Qualified to ITIL foundation level;
  • A technical qualification and a customer service qualification is desirable but not essential
  • Required language(s): English.
  • Able to converse in Mandarin will be an added advantage
  • High degree of technical competence in the specific technologies relevant to the team;

Experience in a similar role

  • 5 +years of relevant experience.
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