Service Delivery Manager

Responsibilities:

1. Client Relationship Management:

• Serve as the primary point of contact for clients, building and maintaining strong relationships, understanding their business needs, and ensuring alignment between services delivered and client expectations.

• Facilitate communication and collaboration among project stakeholders, including internal teams, clients, vendors, and senior management, ensuring alignment of expectations and timely resolution of issues.

• Furnish regular reports on service delivery performance, encompassing SLA compliance, KPI attainment, and client satisfaction, ensuring transparent communication with clients and internal stakeholders.
• Document all aspects of service delivery processes, including project plans, risk assessments, change requests, and issue resolutions, maintaining comprehensive and accurate records for future reference and audit purposes.

• Collaborate with clients and internal teams to develop service delivery plans, including project scope, timelines, resources, and deliverables, ensuring clarity and agreement on objectives and requirements.

• Allocate resources, including personnel, equipment, and materials, to support service delivery activities, optimizing utilization and efficiency while meeting client commitments and contractual obligations.

• Monitor and assess service quality and performance metrics, identifying areas for improvement and implementing corrective actions to address issues and meet service level agreements (SLAs) and key performance indicators (KPIs).

• Identify and mitigate risks that may impact service delivery, proactively addressing issues and developing contingency plans to minimize disruptions and ensure continuity of service.

• Deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.

• Ability to analyze complex situations, identifying problems, and proposing effective solutions through critical thinking and making decisions quickly to address service-related challenges.

• Manage and resolve escalated issues and conflicts related to service delivery, working collaboratively with internal teams and stakeholders to address client concerns and ensure timely resolution.

• Drive continuous improvement in service delivery processes and methodologies, identifying opportunities to streamline workflows, enhance efficiency, and increase customer satisfaction.

Requirements:

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Proficient in English and Malay, with good writing and speaking skills.
• Proven experience in service delivery management or similar roles, preferably within the BFSI industry.
• ITIL V3 or above certification.
• Comprehensive understanding of service delivery principles, processes, and best practices, coupled with a track record of successful client engagement and results delivery within the sector.
• Exceptional communication, interpersonal, and leadership skills with a customer-centric approach, enabling effective collaboration across diverse teams and functions within the sector.
• Familiarity with project management tools and software, such as ServiceNow, Jira Service Management, or similar platforms.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Knowledge in technical aspects and having a good understanding of IT systems, infrastructure, and emerging technologies are an added advantage in understanding the service delivery landscape and effectively communicating with technical teams.