Service Delivery Manager

Duties and Responsibilities:

• Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones

• Manage daily operations of assigned team to meet client deliverables

• Ability to make independent decisions, which have major day-to-day impact in the areas of responsibility

• Accountable for the quality of work for all associates

• Responsible for objective setting, and development of new procedures within area of responsibility, through interpretative judgment of overall policies and goals

• Contributes to policy setting

• Identifies, assesses and resolves complex business problems/issues and provides alternative and innovative solutions

• Provides and implements business-focused solutions within time/cost constraints

• Self-directed within broad goals and strategic direction in satisfying organization or client objectives

• Accountable for developing and managing key internal/external client relationships across sphere of influence, including situations in which no relationship previously existed

• Accountable for operational direction of complex or large functions of the project

• Liaising with other departments (Facilities, IT, HR) to ensure office space is in working condition, all IT issues are being resolved, any internal HR issues are being addressed properly, etc.

• Coordinating Onboarding process (scheduling kick-off meeting, systems access, etc.; refer to procedure document), tracking and reporting

• Responsible in collating, tracking and reporting data in producing a deck for weekly, bi-weekly and monthly governance meetings (as needed)

• Monitoring and accurately tracking time utilized by all resources (leaves, breaks, socialization, etc.)

• Preparing, validating, and reporting monthly billable hours entered into timekeeping system against Client timekeeping system to ensure accurate invoice processing

• Monitoring and recording resource daily attendance; and reporting to Reports team and/or clients

• Coordinating the performance evaluation and management process:

• Monitoring and coordinating performance evaluation before the deadline

• Tracking and monitoring of any resulting action items

• Coordinating on-site client visits (as needed)

• Updating and sending monthly Operations materials such as STRATEG-E, CAPABILIT-E, BCP file, and alike

• Updating and maintaining Staff Presentation material as new resources are deployed or resources are terminated

• Handling various administrative tasks relating to personnel and performing any other administrative duties relevant to the group

Qualification Standards:

• Educational Attainment: College graduate

• Certification/Training: PMP Certification, Six Sigma or any technical certification is a plus

• Work Experience: 5 to 8 years experienced in IT services industry or similar business with administrative in nature. Preferably with managerial experience.

Competencies and Skills:

• Good organizational and Time Management Skills

• Ability to consistently produce quality work while in a high stress situation

• Good Analytical Skill in determining best service that can be provided to clients and improvements strategies around his/her overall responsibilities

• Excellent Communication Skills on both Verbal and Written

• Strong work ethic – someone who takes great pride in professionalism, responsibility, and being proactive

• Creative, Innovative, Strategic with Level of Leadership Skills

• Must be able to adapt in fast changing environment

• Intermediate to advance knowledge level in MS Excel, Word, PowerPoint

• Experience working with products in a Software as a Service (SaaS) environment (preferred)

• Good understanding of the software business and its practices

• Need to possess strong interpersonal skills and an ability to effectively interact with a highly technical staff

• Experience with business applications across multiple business verticals/industries (preferred)

Please refer to job description.