Job Description

Responsibilities

• Tracking and report service metrics to internal and external stakeholders
• Ensure that services delivered meet service levels agreed.
• Manage and refine the service delivery processes for clients.
• Continuous Service Improvement to achieve service excellence.
• Point of contact for customers as well as internal stakeholders for all operation issues related to service delivery.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident review.
• Translate customer requirements into working instructions for the delivery teams.
• Developing a deep understanding of projects to gain insights into the scope of service delivery.
• Incident/Problem/Change management.
• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.
• Build and maintain customer relationships.
• Identify sales opportunities within installed bases and work with business managers to translate them to upsell.

• Degree in Computer Science or computer-related field
• Minimum 5 years of service delivery management experience
• Technical and Security Knowledge (e.g., TCP/IP) is a must.
• Minimum 3 years\' experience in managing technical professionals e.g., server engineers and network engineers.
• Ability to create reports, make recommendation and present findings to customers.
• Certification in Certified Information System Auditor (CISA), Project Management Professional (PMP) would be an advantage.
• Pre-sales experience would be preferred.

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