Service Delivery Manager

Ensign is hiring !

Job Overview

Ensign InfoSecurity is the largest pure-play end-to-end cybersecurity service provider in Asia. Headquartered in Singapore, Ensign offers bespoke solutions and services to address their clients’ cybersecurity needs. Our core competencies are in the provision of cybersecurity advisory and assurance services, architecture design and systems integration services, and managed security services for advanced threat detection, threat hunting, and incident response.

Reporting to General Manager, Regional Sales Director will be responsible to lead the sales team for managing key accounts and developing new accounts in Greater China Region, in order to deliver revenue target.

The work location will be Hong Kong, with opportunity to cover East Asia markets such as Mainland China, Macau and Taiwan. He/She also works closely with our other functional teams in Hong Kong, Singapore and Malaysia, and elsewhere in the world where Ensign has local presence.

Duties and Responsibilities

• Manage and support the services during the transition from the project phase to the operational phase in order to deliver contracted service commitments.
• Responsible for project and services coordination work
• Willing to drive the client’s expectations and manage end-user outcomes.
• Work with the Ensign Account Manager and Ensign Delivery Teams to ensure the baseline documents for the services provided to the client are up to date.
• Manage service delivery and Service Level Agreements (SLAs) for the assigned customer(s) to ensure that Ensign’s obligations are met.
• Work with the internal stakeholders to provide the incident report to clients.
• Work with the Ensign and Customer Change Management team to ensure Service Request(s) and Change Request(s) are reviewed and tracked based on the approved processes.
• Work with the Account Manager on client’s feedback for continual service improvement.
• Responsible to assess customers’ feedback and work with internal/external stakeholders to improve procedures accordingly to ensure good service quality.

Requirements

• Degree / Diploma in Information Technology / Information Systems / Computer Science, Business IT or other relevant disciplines.
• Two (2) years of Customer Service experience with proven ability to work with internal and external parties is preferred.
• Excellent interpersonal skills both in written and presentation.
• Good business acumen and customer focus.
• Self-motivating, Proactive and having strong analytical and problem-solving skills combined with the ability to provide a quick resolution to problems.
• Looking for people who have a passion for providing excellent customer service, who possess strong interpersonal and leadership skills, and who enjoy working as part of a team
• Fluent in written and spoken English
• Proficiency in Microsoft Office Suite
• IT Services Management experience preferred.
• Project management experience preferred.
• Relevant IT Service Management and/or Project Management certification preferred.
• Technical knowledge in IT technology (Operating Systems, Network, Databases).
• Cyber Security knowledge preferred.

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