Service Delivery Manager

4 days ago

Petaling Jaya, Malaysia CTC Global Sdn Bhd Full time

**Main Job Tasks and Responsibilities**:

- Manages the customers’ expectations and ensures that the operations meet the SLA.
- Attends customer meetings, and customer's feedback and reviews.
- Set clear objectives, evaluate progress, and instill a high-performance culture with focus on teamwork, service excellence and ownership for resolving customer issuess.
- Cascade business objectives and targets to the team.
- Manage and meet Service Level Agreements and Operational Schedules.
- Review daily job priorities and take appropriate action to ensure results are achieved.
- Follow up on and take responsibility for unresolved issues or escalations.
- Manages the team and individual performance, technical and skills development.
- Set-up, manage and improve standards and procedures within the team.
- Ensure high quality, up-to-date documentation exists for all service arrangements.
- Ensure working practices are well defined and operational with mínimal disruption using technology to improve efficiency as appropriate.
- Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.
- Develop effective relationships internally at a variety of levels and work closely with.
- Ensure priorities to meet deadlines without impacting the customers.
- Identify Business Development opportunities.
- Drive change initiatives together with the customers.
- Liaison with the internal functions including sales, business, presales, service delivery, operations, and other service functions.
- Remain aware of new product developments in the area of IT technology providing input and tactical direction to the business on customer service and support challenges


**Key Competencies**:

- Action Oriented - Approachability and Agility
- Comfort Around Higher Management
- Composure
- Conflict Management
- Customer Focus
- Timely Decision Making
- Informing - Integrity and Trust
- Listening
- Political Savvy
- Problem Solving
- Process Management

**Education and Experience**:

- Essential qualifications in Computer Science/Information Technology, Engineering (Computer/Telecommunication), Business Administration or related disciplines.
- Requires some knowledge of the managed services business, industry, and market, account/program management, service operation delivery, and financial analysis.
- A sound understanding of service offerings and an appreciation of evolving technologies and industry trends.
- Experience and understanding of the support of an IT outsourced environment, including service desk, IT infrastructure operation (for systems and network ) and data center environments.
- Good interpersonal skills and communications skills
- Open minded and ability to manage an operational team.
- Have a client service orientation, dealing with difficult situations, developing others, team leadership, teamwork, and cooperation
- Achievement orientation, creative thinking, discipline, analytical, research and evaluating.
- ITIL certification and other professional certifications such as VMware, Azure, Linux, and Microsoft is an added advantage

**Job Types**: Full-time, Contract
Contract length: 12 months

Pay: RM6,000.00 - RM10,000.00 per month

**Benefits**:

- Health insurance

Schedule:

- Monday to Friday

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