Service Delivery Manager is responsible for managing and monitoring Service Level Agreement\u2019s (SLA) requirements so as to ensure the contractual requirements\u2019 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\u2019s 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.<\/p>\n\n\n\n
Responsibilities<\/strong><\/p>\n\n\n\n \u2022 Lead and drive the service delivery for assigned accounts Requirements<\/strong><\/p>\n\n\n\n \u2022 Bachelor Degree or Diploma in Information Technology\/Information Systems\/Computer Science, Business IT or other relevant disciplines Service Delivery Manager is responsible for managing and monitoring Service Level Agreement\u2019s (SLA) requirements so as to ensure the contractual requirements\u2019 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 […]<\/p>\n","protected":false},"author":25,"template":"","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":""},"_links":{"self":[{"href":"https:\/\/www.opusit.com.my\/index.php\/wp-json\/wp\/v2\/awsm_job_openings\/5688"}],"collection":[{"href":"https:\/\/www.opusit.com.my\/index.php\/wp-json\/wp\/v2\/awsm_job_openings"}],"about":[{"href":"https:\/\/www.opusit.com.my\/index.php\/wp-json\/wp\/v2\/types\/awsm_job_openings"}],"author":[{"embeddable":true,"href":"https:\/\/www.opusit.com.my\/index.php\/wp-json\/wp\/v2\/users\/25"}],"wp:attachment":[{"href":"https:\/\/www.opusit.com.my\/index.php\/wp-json\/wp\/v2\/media?parent=5688"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
\u2022 Accountable for the success of projects implementation for assigned contracts
\u2022 Manage and communicate with key holders on daily operational support
\u2022 Monitor and ensure SLAs are met, issues escalated and prioritized
\u2022 Act as the point of contact for service delivery
\u2022 Responsible for service delivery of account and prioritization of work requests
\u2022 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
\u2022 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.
\u2022 Work with NEC Account Management Team and Project Director to integrate new, enhanced and existing service offering for the account
\u2022 Provide customers with relevant reporting and trend analysis statistics to pro-actively support and improve the customer\u2019s business
\u2022 Identify operational gaps and drive to ensure closure, both internally and externally
\u2022 Maintain long term healthy customer relationships, acting as the bridge between clients and internal teams
\u2022 Ensure annual customer survey meets the expected customer satisfaction rating
\u2022 Work on financial cost priorities to ensure a balance between customer satisfaction and Company\u2019s business objectives
\u2022 Ensure delivery to cost plan
\u2022 Any other ad-hoc duties as required or assigned<\/p>\n\n\n\n
\u2022 At least 5 years of relevant experience
\u2022 At least 10 years of IT outsourcing experience with proven ability to work in large groups and for large accounts, to lead large teams
\u2022 At least 3 years of experience in data center management (mid to large data centers)
\u2022 Proven success in achieving project milestones and broad technology awareness
\u2022 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
\u2022 Strong business acumen, customer focus and good financial management skills
\u2022 Self-motivated and pro-active in resolving issues and identifying new opportunities on the account for NEC
\u2022 Effective interpersonal skills, both written and presentation
\u2022 Strong analytical and problem solving skills, combined with the ability to provide quick resolution to problems
\u2022 Experience in coaching and staff development is mandatory<\/p>\n","protected":false},"excerpt":{"rendered":"