Service Delivery Manager
MVC Resources · Petaling Jaya, Malaysia ·
- Category
- Project management
- Experience
- 3+ years
Service Delivery Manager responsible for end-to-end project delivery, incident management, SLA compliance, and leading a software engineering team, applying ITIL principles in enterprise and cloud environments.
- Developing a deep and thorough understanding of projects to gain insights into the scope of
delivery, and to be responsible for end-to-end management of projects.
- Ensuring that systems, procedures and methodologies are in place to meet required quality
standards and service level agreements.
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing
effective communication between stakeholders and post-incident reviews.
- Taking accountability for service delivery performance, meeting customer expectations and
driving future demand.
- Recommending methods of improvement and seeing that actions are planned and
implemented on time for service delivery improvements.
- Providing accurate and regular reports to the management on performance of the service
delivery and on-going projects.
- Leading a software engineering team, including staff recruitment, performance assessment,
training and mentoring.
- Building and maintaining positive relationships with customers.
- Building strong relationships with other teams (client servicing, creative, user experience and
product) and stakeholders to enable effective dialogue exchange between departments.
- Collaborating with technical partners to set standards for software, infrastructure and
security.
- Ensuring that projects and services are delivered to comply with latest RMIT, Outsourcing
and Security guidelines.
Requirements
- Bachelor’s degree (or equivalent) in computer science, information technology, or
engineering
- Experienced in dealing with 3rd party service providers
- Solid organizational and project management skills
- Exceptional leadership skills and ability to train and guide junior members
- Strong customer service and people management skills
- In-depth knowledge of escalation procedures, incident management, resource planning and
other disciplines related to service delivery, e.g. ITIL principles
- At least 3 years of relevant professional experience in a similar role, or 7 years of experience
in software development experience around enterprise and cloud environments
- Solid problem-solving skills and ability to manage and prioritize tasks efficiently
- Excellent oral and written communication skills.