ITITCAN Pte Limited
Service Delivery Manager
Singapore ₹6K-8K LPA Posted 6 Jan 2025
FULL TIME
Service Delivery
Incident Management
Job Description
- The Service Delivery Manager oversees all facets of daily Service Delivery Support operations.
- This role involves close collaboration with all operational sectors within assigned accounts or business units, particularly across all Lines of Service.
- Ensure that Incident Management procedures are adhered to efficiently, including the escalation and notification processes for SRTs.
- Manage processes and coordination for Post-Incident Reviews (PIRs) and Root Cause Analyses (RCAs) concerning incidents impacting customers, in partnership with Problem Management, to ensure suitable business actions are taken to prevent recurrence.
- Monitor and manage service delivery, as well as Service Level Agreements, ensuring that obligations are met and issues are escalated and prioritized appropriately.
- Coordinate Change Management initiatives as necessary.
- Identify, implement, and promote service enhancements to boost customer satisfaction.
- Anticipate resource demand to facilitate effective planning and delivery of end-to-end services while minimizing resource utilization. Continuously interpret and plan project and workload forecasts.
- The Service Delivery Manager is responsible for addressing account service issues and prioritizing work requests for specific monitored customers.
- Collaborate with the business to incorporate new, upgraded, and existing service offerings for the account.
- Exhibit proactive leadership within both customer organizations by embodying core values.
- The Service Delivery Manager may contribute insights to the customer's Annual Technology Plan.
- Support the customer IS team and Lines of Service by providing relevant reporting and trend analysis data to proactively enhance customer business performance.
- Engage with the Tower to assess client requirements and provide technical insights (Server, Network, and Database) to improve service delivery.
- Comprehend the technical configuration of the client and offer technical guidance for managing existing setups while pursuing continuous improvement and necessary enhancements.
- Collaborate with internal teams to deliver services beyond Business as Usual (BAU), generating additional revenue.