Service Delivery Manager

The employee will be responsible for ensuring the high quality service delivery to our customers internationally.

Responsibility
Customer related activities
  • 1. Fulfilment/Delivery of SLA
  • 2. SLA reporting
  • 3. Invoicing
  • 4. Customer Complaints handling
  • 5. Definition and implementation of new Services/extensions to existing SLA
  • 6. Handle boundary issues related to existing SLA
  • 7. Arrange/Participate/Manage Customer Meetings
  • 8. Advise/recommend new technologies/services/methods which can improve the (IT) operation of the customer or reduce cost of IT operation.
  • 9. Together with customer define IT initiatives related to IT operations that can significantly improve business performance through IT.
  • 10. Participate in the discussion of the development of current business operation
  • 11. Act as Major incident manager in relation to specific customer major incidents


Service Delivery Team activities
  • 1. Arrange and execute meetings with Service Delivery Team
  • 2. Participate in meetings with Account Managers
  • 3. Arrange and execute meetings with Service Teams.
  • 4. Manage SLA reporting internally.
  • 5. Define and Implement new services
  • 6. Provide customer feed back to the Service Delivery Team
  • 7. Advise on boundary issue related to existing SLAs
  • 8. Ensure that relevant SLAs are renewed
  • 9. Participate in major service management improvement initiatives
  • 10. Define and execute smaller parts or small major service management initiative


Qualifications
Bachelor degree in computer science or business administration or relevant field. At least 5 years working experience in IT service delivery management or IT management position. Must be able to:
  • 1. communicate fluently in English, orally as well as written;
  • 2. interact with customer;
  • 3. understand the importance of delivery according to promises given;
  • 4. deal with situations of pressure, and show flexibility towards peak workloads or urgent assignment.
  • 5. be good at analytic skills
  • 6. show initiative, proactive, responsible and self-managed in relation to tasks
  • 7. know well of ITIL processes
  • 8. know well of IT Operations
  • 9. You should be in good health condition.





Address

NNIT (Tianjin) Technology Co. Ltd.
20th floor, Building A, Jin Wan Mansion Nanjing Road
358 CN-300100 Tianjin China

天津恩恩科技有限公司南开区南京路358号今晚大厦A座20层 300100,天津,中国