Service Delivery Manager (Customer Success / Post Sales)

Responsibilities

• Lead and drive the service delivery for assigned accounts
  
• Accountable for the success of projects implementation for assigned contracts
  
• Manage and communicate with key holders on daily operational support
  
• Monitor and ensure SLAs are met, issues escalated and prioritized
  
• Act as the point of contact for service delivery
  
• Responsible for service delivery of account and prioritization of work requests
  
• Manage a team of desktop/system/network and helpdesk engineers. During transition phases, the team will work closely with customers on the on-boarding of service/equipment
  
• Provide customers with relevant reporting and trend analysis statistics to pro-actively support and improve the customer’s business
  
• Identify operational gaps and drive to ensure closure, both internally and externally
  
• Maintain long term healthy customer relationships, acting as the bridge between clients and internal teams
  
• Work on financial cost priorities to ensure a balance between customer satisfaction and company’s business objectives
  
• Ensure delivery to cost plan
  
• Any other ad-hoc duties as required or assigned
  

Requirements

• Bachelor Degree in Information Technology/Information Systems/Computer Science, Business IT or other relevant disciplines
  
• At least 2 to 3 years experience in customer success, service delivery or sales, with strong stakeholder management and IT Support skills
  
• Ability to multi-task, with experience handling a large portfolio of customer accounts
  
• Excellent communicator with fluency in English and Mandarin (to liaise with Mandarin-speaking customers)
  
• IT outsourcing experience with proven track records preferred
  
• Proven success in achieving project milestones and broad technology awareness
  
• Possess a full and broad understanding of the services required by the account and of other services and technology potentially available along with good project co-ordination skills
  
• Strong business acumen, customer focus and good financial management skills
  
• Self-motivated and proactive in resolving issues and identifying new opportunities on the account
  
• Effective interpersonal skills, both written and presentation
  
• Strong analytical and problem solving skills, combined with the ability to provide quick resolution to problems