Service Delivery Manager / Executive (Customer Service)

FUJIFILM Data Management Solutions Asia Limited is a recognised industry top leader in transactional printing, document digitisation and continuous improvement with number one market share in Hong Kong. We aim to maximise the quality of our customer engagement by providing solutions in response to the evolving digital environment. Our clients include all of the major banks, insurance giants, the majority of the utilities providers, and major telecommunications companies.

The Job

• Managing service delivery to the client accounts, promoting the continuous improvement of productivity, service quality and customer satisfaction, preferably in the industry of document outsourcing, Print Room, Mail Room and BPS services
• Delivering service in best practice service delivery model to achieve SLA and enhance customer satisfaction
• Developing strong customer relationships and networks effectively to ensure service excellence
• Achieving productivity improvements resulting in high value for customer, margin enhancement and good P&L performance
• Transforming and growing the business for further profitable service revenue
• Performing team leadership and people management
  

The Person

• University graduate in Information Technology, Business Administration with relevant professional qualifications, e.g. ITIL, Lean Six Sigma, PMP is preferred
• At least 5 years' industry-related operations management experience
• Experience of having successfully operated at prime customer contact level
• Service delivery management experience with high standard and quality service delivered to customer(s)
• Demonstrate proven experience in implementing productivity and customer satisfaction enhancement programs
• Strong people management and development skills
• Preferred experience in outsourcing bids, from pre-sales to successful implementation
• Possess experience of contract negotiation/supplier management
• Fluent in both spoken and written English and Cantonese
• Candidate with less experience can be considered as Service Delivery Executive

We are an equal opportunity employer, offer 5-day week (from 9am to 5:30pm), attractive incentive, shuttle bus service, training opportunity and medical benefits. Interested applicants shall submit a full resume indicating current and expected salary with soonest availability. All information provided will be treated in strict confidence and used for recruitment purposes only. Applicants not hearing from us within six weeks may consider their applications unsuccessful. All data of unsuccessful applications will be destroyed after six months.