Service Delivery Manager

Responsibilities:

1. Service Line(s) – FTE & Classic Support (Field Services)

• Establish and maintain service delivery models, deliverables and processes.
• Establish and maintain pricing – charge rates, contract models etc.
• Review sales proposals for feasibility, accuracy, risk, quality and price.
• Assist with major sales proposals & presentations.

2. Management of Field Services Operations

• Establish and maintain service delivery processes – in conformance with ITIL standards, adapted to systemsGo-specific service lines and business model.
• Recruiting, supervision, mentoring and performance management of a group of Engineers & Consultants
• Make decisions on assignments & scheduling, handling engineer absence, assignment of alternates etc.
• Ensure that delivery processes are documented, communicated and followed.
• Monitor quality standards and implement quality improvement processes.

3. Client Satisfaction - Manage service delivery relationship with a group of clients.

• Monitor client satisfaction.
• Escalation point for service delivery issues.
• Participate in periodic service reviews.
• Direct relationship with senior client personnel.
• Review contract status and invoices.

4. Pre-sales Consultant

• Collect business and technical requirements from customers and design solutions to satisfy these requirements.
• Train and mentor other consultants to develop the skills and experience necessary to lead similar engagements.
• Provide feedback and suggestions on pre-sales process (example: how to better qualify opportunities) in order to improve efficiency and winning rate.

5. Revenue & Profitability Targets

• Track profitability of the section, clients/contracts and individual engineers.
• Ensure that charge rates are set at optimum levels and discounts are limited.
• Monitor service delivery staff performance and ensure that billable hours exceed target levels.
• Identify and implement ways to increase revenue and improve profitability.

Requirements

• Proven experience in working in a Service Delivery/Service Management capacity.
• Good understanding of business planning, P&L analysis.
• Strong problem solving and communication skills between sG and clients.
• Able to multi-task efficiently under time pressure.
• Business level skills at using MS Word, Excel and Outlook.

Required Attributes

• Communication – Strong interpersonal and communication skills with a customer service focus
• Relationship Management Skills – Able to manage good relation with customers and technical teams
• Detail Oriented – Work in a consistent, methodical fashion, and always pay attention to detail with concern for quality results
• Planning – Able to gather information on requirements, constraints, resources, schedules etc. and prepare plans to guide successful incident closure
• Teamwork – Work effectively in teams.  Collaborate with others towards shared goals.  Assign/delegate tasks effectively.
• Leadership – Ability to firmly lead teams and seek direct reports
• Productivity – Able to work unsupervised.  Focused on results. Effective time management. Good work load management. Self-motivated and motivating others.
• Reporting – Able to create regular support reports and communicate them to the client on a regular basis
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*To apply, please contact: daria.tang@systemsgo.asia