Service Delivery Manager (Open for expat)

Tóm tắt công việc
For one of our clients, TOG recruitment is looking for a Service Delivery Manager to work in Ho Chi Minh City. As such, you always will be working with the latest proven technologies in a state of the art office with an open environment. Our client is an IT Staffing company specializing in software and application development. They provide technology services that digitally transform their partners and generate business value. They are a Microsoft Gold Partner and are ISO 27001:2013 certified. They offer a comprehensive range of services, including staffing and technology consulting, software engineering, and ongoing support. They fully embrace the Agile software engineering principles and use SCRUM to manage projects. Their multidisciplinary expertise enables them to deliver innovative solutions that help their partners achieve their goals.
Play a vital role in enhancing the user experience by ensuring exceptional service delivery that meets and exceeds the expectations of both customers and their stakeholders. Utilize your leadership, interpersonal, and problem-solving skills to excel in this role.
• Monitor and manage support, IT service desk, and support functions to optimize service
• Maintain high performance levels for service-related processes and implement improvements
• Deal with critical incidents, coordinate with resolution parties, and facilitate post-incident reviews
• Establish systems, procedures, and methodologies to support outstanding service delivery
• Maintain excellent relationships with resources and stakeholders. Identify customer issues and needs
• Track key performance indicators (KPIs)
• Hire resources, evaluate the technical, soft skill knowledge and culture fit
• Collaborate with HR to recruit and onboard staff
• Assess team members' skills and align them with service/ team needs
• Project management (Appdev team / iDevCare framework applications)
• Stakeholder reporting