Service Delivery Manager (Network/ Cisco) #IFL

• Achieving committed SLAs, Operational Efficiency & CSAT/NPS
• Own the Customer Support process, driving quick resolution to customer-impacting issues. Maintain and develop a team of competent and technically talented problem solvers who can work independently and collaboratively with other functional groups.
• Establish and adhere to customer support case management practices, including meeting defined SLAs.
• Day-to-day customer support operations and team management, including overseeing and maintaining the Customer Support team's quality and direction.
• Work toward Service Desk or ISO related Certifications
• Develop and keep a well-organized team to effectively support business objectives while maintaining a highly productive work environment.
• Analyse, implement improvement and report on support metrics, business impact, customer impact, and team performance.
• Own escalated support issues; support metrics, including 1st response time, customer satisfaction, resolution time, and more.
• Identify technical issues and communicate them internally and externally. Create and maintain internal documentation (KEDB, KMDB) to help determine the appropriate actions and responses.
• Ensure service levels are always maintained and continuously seek ways to improve the delivery of customer support. Evolve critical processes across the teams to scale and drive customer value
• Develop and focus on continuous improvement and evolution of support offerings. Implement systems and processes designed to enable scale and support excellence
• Build Support career framework to enhance the team's focus on personnel development
• Provide senior management with regular status reports and alert management of any problems or potential service problems, as appropriate.

Experience in:

ITIL Foundation v3, v4 or higher.

Experience with ITSM Platforms (ServiceNow, Remedy, Atlassian, etc..)

High level of technical competency and acumen

Able to perform multi-tasking and time management

Expert in documentation and reporting deliverables.

3 years of relevant industry experience of delivering services, based on a standalone or combination of the following:

• Proven track records in contributing or establishing new process, functions, procedures, governance, framework to drive operational excellence and efficiency.
• Escalation and issue management and managing customer expectations

Interested applicants, please Email, [email protected]

Fabian Ling Tuong Liing

R25129353

Recruit Express Pte Ltd

EA Licence No: 99C4599

We regret that only shortlisted candidates will be contacted.