IT Service Delivery Manager (SDM) | Contract

Location Singapore
Discipline Information & Communications Technology
Job Reference BBBH119472_1663760863
Salary Negotiable
Consultant Name Bernice Mae Nocum Rallonza
Consultant Email bernice.rallonza@manpower.com.sg
Consultant Contact No. 65515576
EA License No. 02C3423
Consultant Registration No. R1442141

We are looking for a dedicated service delivery manager to be responsible for maintaining excellent customer relationships and improving our services to maintain customer satisfaction. The main tasks of a service delivery manager, however, include managing projects, fixing reliability issues, tracking service metrics, managing budgets, and leading the service delivery team.

Job Scope:
Maintaining positive relationships with customers.

  • Identifying customer needs and overseeing service delivery within the business context.
  • Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
  • Determining ways to reduce costs without sacrificing customer satisfaction.
  • Assessing customer feedback and using your creativity to establish, improve, and refine services.
  • Remaining organized and meeting deadlines.
  • Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.

Manages project financials including P&L

  • Meets or exceeds approved budgets given by management
  • Provides reliable financial forecasts to management

Manages business development

  • Identifies and develops new opportunities on current project
  • Supports qualification and opportunity assessment for opportunities

Manages client relationships

  • Manages mid to upper-level client delivery relationships
  • Represents organization to engage with external customers/clients
  • Resolves project issues quickly to maintain client satisfaction while protecting organization's interests

Manages project team

  • Manages and develops project team to achieve project/program objectives
  • Manages internal as well as external resources with a team size of ~ 50 people
  • Mentors and encourages skill development of project team members
  • Provides performance review input and indication of area of development for team members

Project Reporting

  • Continuously mines program data to assess overall contribution of program to business success.
  • Provide timely and concise updates to internal stakeholders and the Client on the progress of production issues.

Job Qualifications:
1) Preferably with PMP (Project Management Professional) Certification or equivalent. ITIL Certification is advantageous
2) Bachelor's Degree or higher in Software/Computer Engineering, Technology or related field.
3) Demonstrates an in-depth understanding of key policies, processes and methodologies applicable to project management.
4) Minimum 10+ years relevant work experience including at least 8 years experience in project management or IT Management. Should have handled atleast $10M project or managed 40+ team.
5) Good communication skills to engage customer and internal team whenever necessary
6) Excellent project and people management skills. Excellent communication and problem-solving abilities. Able to work within tight schedules. Self-driven and good team player.
7) Preferably have prior hands-on experience with Enterprise Application development using Java technology and frameworks.
8) Prior working experience in Singapore Public Sector projects will be advantageous.
9) Comfortable to work in a dynamic and fast-paced environment.

Bernice Mae Nocum Rallonza EA License No.: 02C3423 Personnel Registration No.: R1442141

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