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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
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- 9. You should be in good health condition.
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Address
NNIT (Tianjin) Technology Co. Ltd.
20th floor, Building A, Jin Wan Mansion
Nanjing Road358
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
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