Service Delivery Manager
Responsibilities:
• Ensure the Statement of Work, Service Level Agreement, and reporting documents are accurately delivered according to the service agreements between customer and Fujitsu
• Plan, develop, integrate, and utilize the proper tools, process and resources to ensure the management, delivery and support services are performed according to contractual commitments
• Provide leadership, guidance, and directions to a highly technical staff, and be a point of escalation for customer inquiries, and provide high quality customer support
• Collaborate closely with Fujitsu Service Desk, Operation Teams and System Integration Teams which perform day-to-day support activities
• Review the service level reports at high level, identify service exceptions, breakdowns/gaps, trends and recommends intermediate and long-term solutions if needed
• Ensures service processes and documentation are well developed, structured, in place and accessible
• Assist in assessing new services opportunities to expand and create additional new business, contribute to the Business growth
Requirements:
• Bachelor degree in Computer Science, Information Technology or related discipline
• Minimum 10 years in ICT industry, including at least 5 years of experience in technical and/or project leadership role
• Excellent communication skills at all levels of internal and external organization
• Proficiency in Service Delivery Management and Service transition
• Knowledge in Server, Storage, backup, Virtualization and Cloud Technologies (AWS/Azure)
• Knowledge in service management tools, such ServiceNow
• Current ITIL Certification
• Experiences in global supply chain for consumer goods including trading, logistics, distribution and retail is an advantage
• Experiences in Regional Retail Management is an advantage
• Excellent communication skills in English, Cantonese and Mandarin
Job Features
Job Category | IT, IT Support |