Service Delivery Manager

Job Responsibilities:

1. Perform service design, strategy, transition, service operation, and continuous service improvement
2. Oversee and provide guidance on service delivery process from start to finish per service contract
3. Successfully manage service delivery SLA achievement, and high level of customer satisfaction
4. Monitor overall performance of services and timelines to deliver i.e. ensure Service Quality
5. Good communication around issues and opportunities; get things done, make things happen.
6. Building, maintaining and analysing service reports/records to address any possible issues before it occurs.
7. Prepare service reports(weekly, monthly) to key internal personal and clients and raise any potential issues
8. Conduct Operational meetings, and QBR with Customer on Service Delivery
9. Removing obstacles to customer satisfaction and/or financial performance.
10. Communicating across organisational boundaries – from project managers through to executives.
11. Following up, escalating and taking action if service delivery is not meeting expectations.
12. Working with the client and operations teams (Tech/Team Lead and engineers) to identify and manage service improvement activities and propose any amendments to improve processes
13. Develop and implement processes with client to ensure effective information flow to speedup delivery timelines and ensuring operations teams are aware of changes and are prepared.
14. With good people management skills, motivate and lead the team to achieve/surpass the SLA
15. Manage project P&L
16. Always on the look out for opportunities where Fujitsu can provide more solutions(products/services) to helpcustomer better to run its business increasing the footprint.

Requirements/ Experience:

1. Minimum 5 years in Service Delivery Management
2. Provide Manage Support Service in mid-to-large organization on the IT Infrastructure (e.g. networks, systems& storage) and Cloud space.
3. Engage in tender for Service Delivery solution and to manage the delivery team when awarded
4. Previous skills in support for enterprise networks, systems & storage, virtualization & Cloud(Azure,AWS, etc.) would be advantageous