Service Delivery Manager

About The Role

This role is part of the Singapore Technology and Digital Services team and has a specific focus on ensuring the delivery of technology services, including application and infrastructure, to our export markets in Southeast Asia that are managed by the Singapore business (e.g. Indonesia, Philippines etc.).

The role will work with the Local IT teams of the respective markets to manage and improve existing IT services provisioned at Global and Regional levels by both internal and external service providers. The role is expected to oversee the quality of service in designated countries to maintain SLA and ensure business and user satisfaction.

The role will lead information security enforcement and remediation activities as led by the Global and Regional Information security teams.

The role will also be expected to scope, plan and deliver projects (with project consultants, service providers, and Local IT) that are originating from Global and Regional IT, and/or requested by Regional and Local Business Leaders.

Excellent stakeholder management skills are necessary for the person to be successful in this role. To be successful in interacting with the business and the various IT teams delivering the challenging initiatives, it is essential to have effective and efficient communication skills.

What Impact You Can Create At Chanel

Service Management

1. Manage incidents, problems, in-country end user computing support team, and offshore support vendors.
2. Review change execution and result impacting the market you are responsible for, understand failed changes and their impact, suggest improvements to avoid unnecessary business impact.
3. Owner of the market’s incident, support, and escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
4. Take ownership of major incidents with support of the Major Incident Manager to ensure coordination of resolving parties, effective communication to stakeholders and post-incident review.
5. Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed. Define, shape, and generate reports on key metrics and KPIs.
6. Accountable for the quality of service and performance provisioned to the market; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
7. Maintain high level of customer satisfaction and work with relevant teams to implement service improvement plans, reporting on implementation against agreed Service Improvement Plans (SIPs), and support coordination of proposed actions.
8. Build and maintain relationships with internal customers and other stakeholders to discuss service levels and service improvement opportunities.
9. Manage and maintain IT hardware and software asset inventory.
10. Implement and manage service delivery management projects led by global and regional teams.
11. End to end ownership of application incident and request tickets, working with regional application teams to resolve; details of troubleshooting and resolution should be handled directly by regional application teams with hands-on input from local IT teams as needed.
12. Liaise with internal and external solution delivery and support partners to ensure local IT manager can maintain the health of local and regional applications in market and timely support to address incidents.

Project Delivery

1. Act as in-country delivery manager to govern infrastructure delivery activities on new sites establishment, renovation, relocation.
2. Champion service and support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed.
3. Manage regional service vendor(s) to deliver projects, including new openings/renovations of boutiques/counters, as required by business or follow the regional IT project plan.
4. Work with internal and/or third-party teams to ensure project management and project execution according to plan.
5. Advisory on quotation and budget from 3rd party vendor and suggest alternate solution for infrastructure related initiatives in line with global and regional standards.

Budgetary and Performance

1. Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
2. Manage and monitor market service delivery budget related to infrastructure and service management as required.
3. Work with internal and third party teams to ensure actions are taken and completed to protect and improve services.
4. Provide inputs to regional IT Service and Operations Management in managing regional level budgetary and performance management.

Security and Data Protection

1. Lead the remediation of security risks identified by internal and external parties.
2. Communicate with local business management on potential risk and escalate as needed.
3. Coordinate with local business management key data protection awareness initiatives.

Audit

1. Response to auditor’s request of Service Delivery information in internal and external audit.
2. Follow up the auditor’s comment in a timely manner.

Other Works As Assigned

You are energized by

1. Working in a highly collaborative environment. Being a true partner to the business stakeholders across the organization.
2. Enthusiastic about new technology and data, to improve processes and standards of IT Service Management.
3. An environment that advocates listening, co-creation, inclusiveness, user-centricity, and agility in designing holistic solutions.
4. A workplace where we provide you opportunities to drive values in areas where you are good at and support you to be at your best.

What You Will Bring

1. At least 8+ years hands-on experience in Service Delivery Management with production infrastructure and application support experience.
2. Degree-qualified in Engineering/ Computer Science/ Information Technology, or related technical field preferred.
3. Holds a ITIL V3/4 (Foundation Level); intermediate or Expert level would be preferred, PMP-certified.
4. Organized, self-motivated, enthusiastic and proven rapid learning capability.
5. Proven multi-tasking skills and desire to resolve problems with a positive ‘can-do’ attitude.
6. Strong IT service management and project management skill with solid proven track record.
7. Innovative problem solving, design and testing skills with a passion to deliver.
8. Confidence and flexibility to work under pressure to deliver effective and high quality solutions and designs.

What Chanel Can Offer You

1. The opportunity to work with one of the world's most iconic luxury brands.
2. Ongoing training and development to enhance your skills and knowledge.
3. A supportive team environment where your contributions are valued.
4. Competitive compensation and benefits package.

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.