Service Delivery Manager, Asia Pacific Security Operations

Control Risks is currently looking for a Service Delivery Manager to take responsibility for overseeing the successful delivery of services for a large regional APAC client. This role involves managing a team, coordinating resources, collaborating with various stakeholders to ensure seamless service delivery and to ensure all service level KPIs are met or exceeded.

Responsibilities:

• Client Relationship Management:
  Build and nurture strong relationships with clients. Conduct regular meetings to understand client needs and expectations. Act as the primary point of contact for addressing client concerns and inquiries.
  
• Service Delivery Oversight:
  Develop, implement, and optimize service delivery processes and procedures. Monitor service performance against established SLAs (Service Level Agreements) and KPIs (Key Performance Indicators). Identify opportunities for process improvement and efficiency.
  
• Team Management:
  Lead and manage a team of service delivery professionals. Provide coaching, mentoring, and performance feedback to team members. Collaborate with HR for recruitment, onboarding, and training of new team members.
  
• Resource Allocation:
  Allocate resources effectively to meet service delivery objectives. Work with resource managers and other departments to ensure adequate staffing levels. Manage workload distribution among team members.
  
• Quality Assurance:
  Implement and oversee quality control measures to ensure service excellence. Conduct regular reviews and audits of service delivery processes. Develop and maintain quality standards and guidelines.
  
• Problem Resolution:
  Address and resolve issues or escalations in a timely manner. Collaborate with technical teams and other stakeholders to identify and implement solutions. Develop and implement preventive measures to minimize recurring issues.
  
• Reporting and Analysis:
  Generate regular reports on service performance, trends, and key metrics. Analyze data to identify areas for improvement and provide insights. Prepare and present reports to senior management and clients.
  
• Continuous Improvement:
  Proactively identify opportunities for process improvement and optimization. Implement best practices to enhance service delivery efficiency. Foster a culture of continuous improvement within the service delivery team.
  
• Contract Management:
  Collaborate with the sales and legal teams to ensure service delivery aligns with contractual obligations. Participate in contract negotiations and provide input on service-related terms. Monitor contract renewals and changes.
  

Requirements:

• A Bachelor's degree in a Business-related field
  
• At least 4 - 6 years of relevant work experience gained within a security environment
  
• Experience in customer service, leadership or business development
  
• Advanced computer skills and the ability to learn technology quickly
  
• Resource planning and budget management experience
  
• Experience in a Client facing role
  
• Strong teamwork skills
  
• Attention to detail
  
• PMP certification