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Service Delivery Manager

Keywords / Skills : Service Delivery, Service Delivery Manager, Service Management, Delivery Manager, ITIL, OMS, Order Management System, Order Management, System Support, System Engineer, System Admin

5 - 15 years
Posted: 2018-07-05

Job Description
Job Description:
  • Provide system operation support to digital e-commerce platforms and related systems in APAC region, which include VF-owned platform, 3rd party platform and e-commerce marketplaces in APAC region. 
  • Develop and maintain support relationships with the other GBT teams (APAC and global team) as well as forging new relationships within assigned internal customers and external vendors and partners. 
  • Develop, execute and maintain strategy for systems maintenance, support and upgrade to ensure systems operates at optimum level to provide outstanding services to internal and external customers. 
  • Liaise with business stakeholders for system service operation improvement needs. 
  • Lead in continuous deployment of platforms and services to new brands and countries. 
  • Support and deploy systems enhancements, change approval and implementation of system changes. 
  • Define and manage vendor contracts scope with regular review and renewal by working closely with IT procurement and legal. 
  • Contribution to the regional IT budget planning process in operations area which include keep-the-lights-on investment and system and service optimization initiatives investment. 
  • The position is responsible for developing risk mitigation strategies to minimize business disruption and to ensure service levels are attained. 
  • To manage a able team (~10+) comprises of business and system analyst, support professionals to support the above responsibilities. 
  • Perform technical evaluation of system solutions/products and advice on industry trends, best practices and direction. 
  • Provide technical and system service operation input to project team on new solution evaluation and implementation. 
  • Provide technical support and delivery of project based on needs, specifically related to system integration of new solution and services to existing environment. 
  • Responsible for System Operation Management, which include: 
  • Define, create and execute Operation Level Agreements (OLAs) with local, regional and global vendors, as well as internal GBT teams, and develop SLAs based on the OLAs. 
  • To develop, execute, review and refine to ensure incident management and support flow is followed, communicated and improved upon for Business-As-Usual (BAU) operations 
  • Manage and coordinate support issues. Act as an escalation point for all requests and incidents, as well as for addressing service quality issues related to the vendor groups 
  • Develop and mature ticket escalation processes within the regional and global organizations. Determine and solve root cause of issues appropriately and timely 
  • Provide data and reporting of KPI’s and trends on regular and ad-hoc basis as required 
  • Manage process for communicating outage/emergency activities to the GBT teams and user community 
  • Manage vendor relationships (software/platform vendors and service providers) to deliver solution and services to support our business operation based on OLA, SLA and KPIs 
  • Accountable for matrix managing all resources (internal and external) responsible to deliver services and meet SLA commitments 
  • Ensure support services capacity is matched to the agreed current and future business demands 
  • Being accountable for proactive analysis and assessment of incidents and to proactively address and resolve problems 
  • Ensure change management processes are defined, documented and implemented 
Job Qualification:
  • 5+ System support / service management experience, preferably in digital e-commerce platforms or related systems 
  • 4+ years relevant experience in digital e-commerce and OMS implementation across APAC region 
  • 5+ years of proven team leading or management experience managing a team of highly technical staff 
  • Experience in managing full life cycle of project development 
  • Solid vendor management experience at APAC regional, with experience in liaising and managing global vendors 
  • ITIL and related certification is a STRONG advantage 
  • Strong communication skills in written & spoken English 
  • Able to communicate clearly, concisely and appropriately at all level within the organization 
  • Worked in a medium to large MNC 
  • Solid project management experience with sound technical skills, advanced analytical ability, good judgment, and strong business focus 

About Company

An Emerging IT Services Company headquartered in Malaysia and with operations in 9 offices across 8 countries.

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