Service Delivery Manager (ESP Team, Hanoi based)

The Service Delivery Manager builds and manages an end to end service operations team. The individual will be a key leader on both local centre level and on a global level. The Service Delivery Manager will ensure service delivery compliance to budget, quality standards, and customers and/or internal businesses/end user requirements. Acts as point of contact for Customers, delivery teams, senior management and gains broad perspective and experience of managing a global service. Responsible for overall performance of the team in ensuring services are delivered on time and to the specified quality.

Responsibilities

• Manage area(s), customer(s), or team(s) of Tek Experts employees with well- defined scope including directing daily work activities/priorities, people recruitment and development, cost management, and direction-setting within the area of responsibility.

• Coach and mentor employee direct reports. May coach and mentor non- direct reports as needed.

• Manage team and individual performance, responsible for the service operations, process and procedures and achieving KPIs across the whole of the delivery footprint

• Monitor and ensure organizational goals and contractual commitments are met (e.g. budget/cost, service availability, responses, reports).

• Advise management and peers on matters of importance to area(s) of responsibility. Propose/influence direction-setting.

• Resolve/monitor customer escalations as appropriate.

• Establish and manage relationships with customer subject matter experts and appropriate customer management, with an objective of maintaining and building the business.

• Establish Service Delivery strategies to meet growth and development demands of the business

• Define and develop process and amend operational procedures to meet principle service delivery goals

• Strengthen relationships with internal groups, Global Business Leaders, Global Sales and Country Manager Organizations, to continually develop and address process deficiencies

• Organize and monitor service delivery Customer satisfaction surveys to ensure delivery performance is meeting customer satisfaction

   

  Requirements

• 5 years experience in IT with a solid knowledge of the Local Service Delivery Markets

• 5 years experience as a team lead/manager operating in an international environment

• 5 years experience in Service Delivery, BPO and/or Enterprise Security Services

• Excellent communication and presentation skills with very good written and oral skills in English

• Ability to report at an Executive level with clear and well thought out messages

• Ability to present ideas and facts in a convincing way, gaining commitment and support

• Strong team leadership and motivational skills

• Effective team management, team development and motivation skills.

• Personal focus on continuous improvement and innovation.

• Strong flexibility & ability to perform effectively within changing environments

• Sound commercial understanding and proven business acumen

• Personal focus on continuous improvement and innovation

• Ability to adapt to local conditions in a multi-cultural environment

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  HR Division Tek Experts

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• Ms. Phuong – HR Manager

• Email: phuong.nguyen-thi@tek-experts.com

• Mobile: 84925000976

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회사에 저한테 공고준 내용으로 올립니다. 많은 관심 바랍니다^^

메일은 적혀있는데로 영어로 보내셔야 하구요. 많은 지원 부탁드릴께요^^

어려워 하시지 말고 지원해주세요^^