Service Delivery Manager

2 months ago

hong kong, Hong Kong SAR China Classy Wheeler Limited Full time

Responsibilities:

  • Drive client satisfaction to ensure the team is well prepared and acting as a cohesive unit, maintaining a positive company image in front of the client.
  • Play a leadership role for the given account with the appropriate governance.
  • Influence behavior of others without direct authority to drive operational excellence and achieve customer satisfaction.
  • Act as the highest point of accountability for incident and problem management and oversee service end-to-end delivery in a proactive manner versus a reactive one.
  • Execute a client touch point strategy to mitigate surprises at the client meeting through ongoing communication and informal touch points.
  • Manage to the Account Financial Plan (AFP) for fiscally responsible delivery to the Service Level Agreement (SLA), thus avoiding penalties.
  • Run a daily ops call to ensure that we are running our clients’ business to a structured cadence, rather than variance.

Job Requirements:

  • Bachelor's degree in Information Technology, Management, Computer Science or relevant disciplines.
  • A minimum of 8 years’ experience in Internet related IT project management within a large scale technology environment (engaged in project with contract value over HK$15M).
  • A good understanding of the commercial context of the industry and the vast range of IT operations and service offerings.
  • Able to manage capability related work and to drive a diverse team of employees and suppliers to deliver to the rigorous requirements.
  • Ability to successfully interact with varying levels of Group and client leadership.
  • Ability to work closely with other capabilities and the Delivery director.
  • Positive attitude, fast-learning, energetic, able to perform in a challenging environment.
  • A good team player with analytical & problem-solving skills, self-motivation, and good interpersonal skills.
  • Good command of spoken and written English and Chinese.
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