Service Delivery Manager #IAC

Responsibilities • Manage the delivery of IT services according to agreed SLAs, ensuring high levels of customer satisfaction. • Collaborate with internal teams to develop, implement, and maintain IT service delivery processes and procedures. • Monitor and report on service performance metrics, identifying areas for improvement and implementing corrective actions as necessary. • Act as the primary point of contact for clients/stakeholders regarding IT service delivery issues, escalations, and requests. • Lead incident management efforts, coordinating with support teams to ensure timely resolution and communication with stakeholders. • Develop and maintain strong relationships with clients/stakeholders, understanding their business needs and aligning IT services accordingly. • Drive service improvement initiatives, proactively identifying opportunities to enhance service quality, efficiency, and effectiveness. • Ensure compliance with regulatory requirements, industry standards, and best practices related to IT service delivery. • Provide leadership and guidance to the IT service delivery team, fostering a culture of collaboration, accountability, and continuous improvement. • Stay abreast of industry trends, emerging technologies, and best practices in IT service delivery, incorporating relevant advancements into organizational strategies and processes. • Any other ad-hoc duties as assigned by supervisor. Requirements • Bachelor's degree in Information Technology, Computer Science, or related field. • Proven experience in IT service delivery management, with a focus on maintaining SLAs and driving continuous improvement. • Strong understanding of ITIL framework and related best practices. • Excellent communication and interpersonal skills, with the ability to effectively engage with clients/stakeholders at all levels. • Demonstrated leadership abilities, with a track record of successfully leading teams and driving results. • Experience managing vendor relationships and third-party service providers. • Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues in a timely manner. • Relevant certifications (e.g., ITIL, PMP) are highly desirable. Interested applicants, please email your resume to Andre Chua Jing Ming Email: andrechua@recruitexpress.com.sg CEI Reg No: R1989053 EA Licence No: 99C4599 Recruit Express Pte Ltd