Service Delivery Project Manager

Job description:

The position reports to the Head, Project Delivery

Job Overview:

• This position has a key role in delivering the Department's mandate and Business Division's ambitions. You are Service Delivery Business responsible for all projects management domains: scope, task, schedule, cost, quality, change management, communications, risk, procurement & integration. Customer experience is the key driver for all activities / projects undertaken.

Your Work Life:

• Responsible for executing and managing all projects for TIME Group, coordinating a variety of tasks with different parties (within the Engineering Department, affiliated companies, vendors, partners) to monitor the progress of work and ensure orders from customers are delivered by the RFS date.
• Plan activities to ensure product/services are delivered by the RFS date.
• Set the Ready for Service (RFS) date, which is agreed upon by the customer and TIME.
• Coordinate with contractors, vendors, Telco network engineers, or data center executives for relevant tasks to meet customer requests within the time frame.
• Provide status updates of the project progression to customers from time to time.
• Provide satisfactory customer service through communication, keeping customers well informed of the work in progress, resulting in more customer loyalty and retention.
• Check and ensure all work is delivered with precision.
• Perform testing on products when required.
• Work and liaise with co-workers, customers, and vendors to solve problems and surface any challenges timely to management for action/support.
• Establish good relationships with vendors and service providers to ensure a high degree of support and reliable delivery.
• Coordinate internal wiring both at AIMS and customer premises.
• Coordinate with customers to ensure customer responsibilities (i.e., hardware, equipment, local infrastructure, cross connection, internal wiring at customer site) are ready and prepared.
• Verify customer deliverables and acknowledge new or upgraded services based on the service ordered, ensuring timely closure of all assigned tasks accurately.
• Follow up on the confirmation of Local Access Circuit availability by Telco Providers and schedule an installation date with the customer.
• Coordinate equipment delivery with customers and third-party vendors.
• Send email/documentation on all customers' new projects, upgrades, or terminations.
• Obtain the Work or Service Acceptance Form from customers upon project completion and handover.
• Upon project completion, e-file all relevant information/documents for future reference.
• Reschedule appointments (failed appointments or early slots).
• Always available to support Business Urgent activities (i.e., after office hours, weekends, Public Holidays, month-end) as per Business requirements.
• Provide updates on commitments and inform customers of revised timelines/project plans.
• Monitor active tasks (Ageing & failure of auto tasks closure).
• Proactively identify gaps within Service Delivery Business Section, especially related to Service Delivery Project Management activities/processes/tools, and propose improvements/enhancements/automation/simplifications as required.

To be considered, you'll need:

• Sound understanding of the importance of Best Customer Experience ambition, criticality of meeting deadlines, and a process-driven individual obsessed with delivering best-in-class Service Delivery Project Management quality.
• Ability to plan, organize, coordinate with stakeholders, update progress, and engage with various teams to address any blockers/challenges faced.
• Able to pivot and identify alternatives immediately to ensure timelines are not compromised and propose necessary adjustments for internal and external stakeholders.
• Driven to deliver defined project objectives on time, within budget, and with a high level of quality.
• Develop project scope of work and maintain an ongoing project plan.
• Conduct regular project meetings with project teams, customers, business partners, and vendors.
• Timely updates to customers on project status and act as the single point of contact (SPOC) during project delivery phase.
• Responsive to all matters/tasks directed to yourself via any channels available (emails, calls, SMS, WhatsApp, Zoom, etc.) and ensure immediate attention to sort/resolve/address/close the matters/tasks with quality and urgency.
• Monitor and ensure compliance with project contracts.
• Review, compile, and implement service and change requests during project delivery phase.
• Prioritize tasks and resolve issues/conflicts.
• Ability to multitask and manage projects and assignments with excellent time management.
• Experience in managing vendor, supplier, and provider relationships and understanding standard practices.
• Ability to manage stakeholder expectations based on KPI.
• Product knowledge for data center and cloud services.
• Contribute to value creation and live up to TIME leadership expectations:
  • Passionate about the business: Drive to ensure successful project implementations for high customer satisfaction.
  • Encourage Change & Continuous Improvement: Willingness to challenge traditional practices and propose visible changes.
  • Excellent Execution: Driven by turning project delivery into results through proactive stakeholder engagement.
  • Integrity & Accountability: Ownership of results and adherence to the TIME Way of conducting business.

What you get:

• Cool and innovative work environment.
• Work-life balance with flexible working hours.
• Smart casual dress code.
• Focus on health and wellbeing.
• Learning and growth opportunities.
• Fun office amenities.
• Free car park within the company compound.

*Only shortlisted candidates will be notified. Make your CV as engaging as possible