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Service Delivery Manager - APAC (#2395)

Keywords / Skills : Service Delivery Manager - APAC (#2395)

0 - 3 years
Posted: 2019-03-04

Posted On
4th Mar 2019
Job Ref code
Job Description

Position Summary:
The SDM will have overall responsibility for the management of the infrastructure and IM operations and service delivery for (The Client). This role will be responsible for both retained operations and outsourced (3rd Party) services in the APAC region. The SDM manages the operational relationship and expectations with the Service Providers and the associated internal IM operations. The IM SDM facilitates the development and execution of Service Provider service performance management processes and tools; and enables effective quality and service delivery management.
Specific responsibilities of the role include, but are not limited to-: Manages direct and indirect subordinates as well as 3rd party service partners supporting the operations and infrastructure.

Leads definition and continuous improvement of infrastructure processes and sub-processes effectiveness and efficiency
Provides overall guidance for changes to the applicable Service Area and/or Service Levels that require new initiatives, projects and/or contract changes
Oversees the capacity planning process for applicable Service Area working with demand forecasts from the business units and actual consumption data
Manages (The Client) and Service Provider service-knowledge sharing processes
Ensures compliance with (The Client) infrastructure standards for applicable Service Area
Provides input and guidance for changes and continuous improvement for applicable Service Area
Facilitates definition and continuous refinement of outsourced services effectiveness and efficiency measurements
Coordinates with (The Client) Service Operations and Service Provider teams to enable required data capture
Facilitate service support trend analyses and significant problem and root-cause analyses with Service Provider, Services and cross-Services, as required
Works collaboratively with internal stakeholders (business units, etc.) to develop and design infrastructure requirements to meet business needs for applicable Service Area
Coordinates the efforts of internal stakeholders and Service Providers in the change management process
Coordinates other parts ofBU to capture and confirm that (the Client) business value is delivered
Manage strong business relationship with the APAC cross-functional departments and stakeholders
Encourages and supports information sharing and collaboration across departments. Takes actions that are best for the company versus individual unit.
Demonstrated ability to negotiate and achieve compromise in difficult situations.
Programme Management
oAPAC projects management providing advice, guidance, recommendations and communications as well as regular feedback to the interested stakeholders and senior management
oIM first point of contact to M&A opportunity in APAC
oBusiness consolidation as and when appropriate
Assets Procurement and Management
oIntegral part of the overall IT procurement management
Skills and attributes:
  • 5 -10 years IT Strategy and Operations experience
  • Background in people management, financial responsibility and business decision-making
  • Previous management and supervisory experience
  • Consultative and continuous-improvement focused
  • Outsourced service management experience
  • Client relationship management
  • Hands-on end-user technical support experience
  • Mandarin spoken languages is mandatoryas there is a need to liaise with Mandarin speaking stakeholders.

  • Walkin for you