SW9885 | 28 Oct 2019 Service Delivery Manager
  • Oversee the service delivery process to ensure all services in scope are delivered and aligned with agreement
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Identify, investigate, escalate and resolve major incidents in order to maintain service performance and customer satisfaction
  • Ensure team’s compliance with external regulatory requirements, internal control standards and Group compliance policy
  • Work closely with Business Units, third party vendors, IT teams and Global IT counterparts to ensure successful project implementation with high quality deliverables
  • Conduct monthly report and service review, trend and root cause analysis, identify and lead continuous improvement plan for the Client
  • Diploma or above in Information Technology or equivalent discipline
  • At least 5 years relevant experience in service delivery, implementation and critical support environment. Strong operational process management and or other operation frameworks
  • Good interpersonal and communication skills with clients and colleagues (locally and overseas)
  • A proactive self-starter with the ability to work as a team, independently and under pressure.
  • Customer focused and strives for high quality service & continuous improvement
  • Excellent command of both spoken and written English and Chinese

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