Service Delivery Manager is responsible for managing and monitoring Service Level Agreement’s (SLA) requirements so as to ensure the contractual requirements’ levels are met and tasked to take on responsibilities during contract transition phases.
The incumbent will work with transition teams to ensure that transition deliverables are delivered according to plan and operational for post-transition. During the course of customer’s contracts, the incumbent shall maintain long term healthy customer relationships, acting as the bridge between clients and NEC internal teams. The incumbent is expected to demonstrate independence and strong leadership abilities to drive, excel and achieve goals.
Responsibilities
• Lead and drive the service delivery for assigned accounts
• Accountable for the success of projects implementation for assigned contracts
• Manage and communicate with key holders on daily operational support
• Monitor and ensure SLAs are met, issues escalated and prioritized
• Act as the point of contact for service delivery
• Responsible for service delivery of account and prioritization of work requests
• Manage a team of server/network and resident engineers. During transition phases, the team will work closely with customers on the on-boarding of service/equipment
• Required to manage data centre operations and ensure the necessary processes are in place to support service/ equipment on boarding, network and physical security, service contingencies etc.
• Work with NEC Account Management Team and Project Director to integrate new, enhanced and existing service offering for the account
• Provide customers with relevant reporting and trend analysis statistics to pro-actively support and improve the customer’s business
• Identify operational gaps and drive to ensure closure, both internally and externally
• Maintain long term healthy customer relationships, acting as the bridge between clients and internal teams
• Ensure annual customer survey meets the expected customer satisfaction rating
• Work on financial cost priorities to ensure a balance between customer satisfaction and Company’s business objectives
• Ensure delivery to cost plan
• Any other ad-hoc duties as required or assigned
Requirements
• Bachelor Degree or Diploma in Information Technology/Information Systems/Computer Science, Business IT or other relevant disciplines
• At least 5 years of relevant experience
• At least 10 years of IT outsourcing experience with proven ability to work in large groups and for large accounts, to lead large teams
• At least 3 years of experience in data center management (mid to large data centers)
• Proven success in achieving project milestones and broad technology awareness
• Possess a full and broad understanding of the services required by the account and of other services and technology, potentially available through NEC, along with good project co-ordination skills
• Strong business acumen, customer focus and good financial management skills
• Self-motivated and pro-active in resolving issues and identifying new opportunities on the account for NEC
• Effective interpersonal skills, both written and presentation
• Strong analytical and problem solving skills, combined with the ability to provide quick resolution to problems
• Experience in coaching and staff development is mandatory
