Service Delivery Manager (Network)

Location Singapore
Discipline Information & Communications Technology
Job Reference BBBH106162_1636440168
Salary AWS
Consultant Name Jeffrey Koh Kok Ann
Consultant Email jeffrey.koh@manpower.com.sg
Consultant Contact No. 6232 8809
EA License No. 02C3423
Consultant Registration No. R1770345

  • Nearest MRT: Labrador Park
  • Projects: Healthcare related
  • Salary will commensurate with relevant work experience



Job Scope:

  • Sole Point of Contact for customers and be available for all operational events and escalations
  • Driving 24/7 Day-2 team on technical grounds to align with customer expectations and contracts
  • Knowledge on Core products and technologies of Cisco, Aruba Clearpass, Fortinet & Palo Alto Firewalls is a plus
  • Planning, Monitoring and Delivery of operations tasks effectively
  • Understand the support contract types for each customer and deliver service based on their agreed scope and SLA
  • Understand the process and practices related to support Tools, Templates and Standard Operating Procedures
  • Building relation with vendors and partners for product support problems and managing customer expectations accordingly
  • Driving all escalations on technical grounds and manage customers accordingly for the resolutions
  • Maintain team bonding with all the support engineers and mentoring on support delivery
  • Build and develop standard operating procedures, technical documentation, knowledge base
  • Conduct postmortem and root cause analysis to clearly identify the issue and develop prevention plan/strategy
  • Producing RCA and IR reports for all high severity/priority incidents and presenting to customer with confidence
  • Involve actively with cross-function teams to engage and co-ordinate to represent the Company as One and improve support functionality



Job Requirements:

  • Minimum 8 years of relevant experiences in Networking technologies with more than 5 years of experience in Network Operations as a Lead
  • Intermediate level of understanding on Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, NAC, etc
  • Proven track record of leading operations and customer management with effective communication and presentation
  • Ability to work well under pressure and high demanding customer environment during crisis
  • Ability to clearly articulate technical issues to both technical and non-technical audiences and explain their impact on business
  • Proficient in writing Incident Reports, RCA, and general reporting for QBRs
  • With CCNP or equivalent technical certification
  • With ITIL Foundation certified



*Shortlisted candidates will be informed.


Interested applicants please send in your updated resume to jeffrey.koh@manpower.com.sg with the subject "Service Delivery Manager"


Jeffrey Koh Kok Ann
Registration No.: R1770345
EA License No.: 02C3423

Jeffrey Koh Kok Ann License No. 02C3423 Personnel Registration No. R1770345

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