IT Service Delivery Manager #IJF

Responsibility

• Oversee day-to-day operations of customer and workplace services across the region.
• Manage the delivery of end-user computing services or other IT Services, ensuring timely resolution of issues and service requests.
• Monitor service performance, analyze metrics, and implement improvements to enhance service quality and user experience.
• Ensure adherence to ITIL standards and other best practices in service management.
• Lead and mentor the onsite support team, providing guidance, performance management, and development opportunities.
• Foster a positive work environment that encourages collaboration, innovation, and continuous improvement.
• Coordinate with HR for hiring, training, and professional development of team members.
• Serve as the primary point of contact for regional stakeholders, addressing concerns, and ensuring alignment of services with business needs.
• Proactively gather feedback from end-users to assess satisfaction levels and identify areas for improvement.
• Implement strategies to enhance customer satisfaction (CSAT) and maintain high levels of user engagement.
• Develop and implement strategies to ensure business continuity and minimize service disruptions.
• Manage incidents and escalations, coordinating with other IT teams to resolve critical issues efficiently.
• Ensure all sites are compliant with security policies and disaster recovery procedures.
• Lead regional projects related to IT infrastructure, workplace technology upgrades, and other initiatives.
• Collaborate with global teams to ensure consistency in service delivery and adherence to corporate standards.
• Manage budgets, timelines, and resources effectively to deliver projects on time and within scope.
• Liaise with external vendors and service providers to ensure the quality of third-party services.
• Negotiate contracts and manage vendor relationships to optimize service delivery and cost-effectiveness.
• Prepare and present regular reports on service performance, team productivity, and customer satisfaction metrics.
• Maintain accurate documentation of processes, procedures, and service agreements.

Requirements

• Bachelor’s degree in Information Technology, Business Administration, or related field.
• 5+ years of experience in IT service management services.
• Proven experience in managing teams across multiple sites.
• Strong understanding of ITIL framework and service management principles.
• Excellent communication, leadership, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving skills.
• ITIL certification.
• Experience with project management tools and methodologies.

Interested applicants, please Email , and look for

Jensen Fang Lifa

[email protected]

Recruit Express Pte Ltd

EA License No. 99C4599

EA Personnel Registration Number: R2197080

We regret that only shortlisted candidates will be contacted.