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Cybersecurity Service Delivery Manager
1 month ago
Ensign InfoSecurity is a leading cybersecurity service provider in Asia, offering bespoke solutions to address clients' needs. As a Service Delivery Manager, you will play a crucial role in ensuring the successful delivery of our services to clients in the Greater China Region.
Reporting to the General Manager, you will lead the sales team in managing key accounts and developing new business opportunities. Your work location will be Hong Kong, with the opportunity to cover East Asia markets, including Mainland China, Macau, and Taiwan.
Key Responsibilities:
- Manage and support services during the transition from the project phase to the operational phase to deliver contracted service commitments.
- Coordinate project and services work to ensure seamless delivery.
- Drive client expectations and manage end-user outcomes.
- Work with the Ensign Account Manager and Delivery Teams to ensure baseline documents for services provided to clients are up to date.
- Manage service delivery and Service Level Agreements (SLAs) for assigned customers to ensure Ensign's obligations are met.
- Provide incident reports to clients and work with internal stakeholders to ensure timely resolution.
- Collaborate with the Ensign and Customer Change Management team to review and track Service Request(s) and Change Request(s) based on approved processes.
- Work with the Account Manager to gather client feedback for continual service improvement.
- Assess customer feedback and work with internal/external stakeholders to improve procedures accordingly to ensure good service quality.
Requirements:
- Degree/Diploma in Information Technology, Information Systems, Computer Science, Business IT, or relevant disciplines.
- Two years of Customer Service experience with proven ability to work with internal and external parties.
- Excellent interpersonal skills, both written and presentation.
- Good business acumen and customer focus.
- Self-motivating, proactive, and strong analytical and problem-solving skills combined with the ability to provide quick resolutions to problems.
- Fluent in written and spoken English.
- Proficiency in Microsoft Office Suite.
- IT Services Management experience preferred.
- Project management experience preferred.
- Relevant IT Service Management and/or Project Management certification preferred.
- Cyber Security knowledge preferred.
