IT Service Delivery Manager
1 month ago
About Classy Wheeler Limited
We are a leading provider of IT and telecom services in the region.
Job Title: Regional IT Solutions Leader
Salary: $120,000 - $180,000 per annum, depending on experience
Job Description
Company Overview
Classy Wheeler Limited is a reputable organization that provides exceptional IT and telecom services to its clients. We are committed to delivering high-quality solutions that meet our customers' needs and exceed their expectations.
Responsibilities
The successful candidate will be responsible for delivering quality service and improving the customer experience for VVIP customers. This includes building service relationships with VVIP customers, serving as a single point of contact for escalated operations matters, and overseeing day-to-day fault management for Critical or Escalated incidents.
The ideal candidate will also oversee the entire planned maintenance cycle for customer's critical services, manage the performance of services to customers as agreed in the contract, and ensure that the service levels are achieved.
In addition, the candidate will conduct monthly network performance reviews, covering previous meeting minutes, present monthly network availability reports, develop improvement plans for prolonged outages, repeated faults, and chronic problems, and update or review any improvement plans.
The role requires effective communication at all levels, task-oriented and self-initiated approach, and ability to work independently under minimum supervision. Strong verbal, written, and presentation communication skills in English and Chinese are essential.
The candidate will also have good customer management skills, be a good team player with experience in coordination with cross-functional teams, and have knowledge of problem-solving skills.
Requirements
- Degree in Computer Science, Information Technology, Information Systems, Info-communications, Engineering, Science or its equivalent
- Five (5) or more years of Service Management experience in an IT Service Management capacity
- ITIL Service Delivery Certification is essential
- Experience in creating or managing service processes and tools
- Knowledge of ITIL and/or ISO
- Lean Six Sigma (Yellow Belt)
- CCNA certification
- Strong verbal, written, and presentation communication skills in English and Chinese
- Good customer management skills
- Good team player with experience in coordination with cross-functional teams
- Knowledge of problem-solving skills
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