Service Delivery Manager

Job description

Infrastructure Service Management

➢ Act as in-country Service Management to manage incident, problem resolution with regional service desk, in country end user computing support team, offshore support vendors
➢ Execution of change and enhancement strategy from Regional Infrastructure & Operation Management
➢ Monitor and maintain high performing service delivered / provisioned by region and/or third-party vendors, including IT Service Desk and Desktop Support.
➢ Manage external service vendors to maintain the health of local infrastructure in market and liaise to provide timely onsite support to address incidents.
➢ Owner of the market’s incident, support and escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
➢ Take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
➢ Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
➢ Accountable for the quality of service and performance provisioned to the market; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.

Application Support

➢ Liaises with regional application team ensure local IT manager can monitor and maintain local and regional applications in the market, ensure quality solution delivered / provisioned by region and/or third-party vendors.
➢ Liaises with external solution vendors and/or India SSC, SolCen, to ensure local IT manager can maintain the health of local and regional applications in market and timely onsite support to address incidents.

Project Delivery

➢ Act as in-country delivery manager to govern infrastructure delivery activities on new sites establishment, renovation, relocation, etc.
➢ Liaises with regional application project team and local IT manager to deliver application successfully
➢ Champion service and support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed.
➢ Manage regional service vendor(s) to deliver projects, including new openings/renovations of boutiques/counters, as required by business or follow the regional IT project plan.
➢ Work with internal and/or third-party teams to ensure project management and project execution according to plan.
➢ Advisory on quotation and budget from 3rd party vendor and suggest alternate solution

Budgetary and Performance

➢ Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
➢ Manage and monitor market service delivery budget as required.
➢ Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.
➢ Responsible on budgetary forecast for in country Service and Infrastructure delivery
➢ Assist Regional IT manager – Service Management & Operation Management to manage regional level budgetary and performance management
Service Delivery Management Status Reporting
➢ Provide regular status report on Infrastructure Service Management, Application Support, Project Delivery, Budgetary and Performance Management to Senior IT Managers – Service & Operation.

Audit

➢ Response to auditor’s request of Service Delivery information in internal and external audit
➢ Follow up the auditor’s comment on a timely manner

Other works as assign