SoftwareOne | Service Delivery Manager

2 days ago


hong kong, Hong Kong SAR China SoftwareOne Full time

Today SoftwareOne is a global leader in software and cloud portfolio management and is modernizing the way organizations budget and optimize their global IT spend from on-premises to the cloud.

The role

This role under Managed Service Provider (MSP) or annual support contract environment ensures seamless service delivery to clients. They act as the primary liaison between the client and SoftwareOne, overseeing the end-to-end delivery of managed and support services. Key responsibilities include managing service technical resources, monitoring service performance, resolving reliability issues, incident management, escalation management, and ensuring services meet client expectations. SDMs track key performance indicators (KPIs) and manage budgets to maintain cost efficiency. They also facilitate effective communication and problem resolution, ensuring high levels of customer satisfaction.

Main responsibilities include the following:

  • Act as the primary point of contact for clients, ensuring their needs and expectations are met.
  • Oversee the performance of services to ensure they meet agreed-upon standards and KPIs.
  • Take ownership of critical incidents, coordinate resolution efforts, and conduct post-incident reviews.
  • Implement and maintain service delivery processes to enhance efficiency and effectiveness.
  • Work closely with internal teams to ensure seamless service delivery and resolve any issues.
  • Generate and present reports on service performance, incidents, and improvements to stakeholders.
  • Ensure high levels of customer satisfaction by addressing concerns and improving service quality.

What we need to see from you

The candidate should possess as much as possible of the following skills:

  • 5 years of related experience.
  • Experience supporting Azure and AWS environments.
  • Experience in incident and escalation management.
  • Experience in upselling services to customers.

Desirable Technical Skills & Certifications

Any combination of the following certifications:

  • ITIL
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Project Management

Industries

IT Services and IT Consulting

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