RGS

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SERVICE DELIVERY MANAGER (SDM)

Description du poste

? Managing end to end service operation process and be responsible for the result
? Be responsible for business continuity management and crisis management
? Be responsible for interface with outside audit
? Establish SLA rules & WLA breakdown and responsible for SLA service quality control and management.
? Analyze process metrics, timely adjustment and optimization.
? Be responsible for continual service improvement, participate in operation optimization, statistics, and analysis, provides improvement and optimization plans, and implementation for presents plan.
? Managing operation security and compliance;
? Generate operation weekly/monthly report
? Managing customer communication and customer satisfaction
? % of SLA/KPI completed.
? The loss of SLA penalty caused by defect of SLA
? Number of Major Incident
? % of major incident caused by change management
? The number of major security or other compliance issue
? Customer Satisfaction with SLA and Service Operation
? On demand support during non-working hours
? Minimal travelling is required

Profil du poste

? Bachelor’s/ Advanced degree
? 5 to 8 years of experience in service delivery management, operation management domain, ICT sector etc.

We are looking for candidates with proven experience in the ICT industry, preferably with strong backgrounds in Service Delivery or Operations Management.

Demonstrated expertise in service delivery, operations management, or related functions

Strong understanding of ICT processes, tools, and industry best practices

Good communication and coordination skills

Note: Please ensure your CVs reflect experience in the ICT industry and SERVICE DELIVERY MANAGER

Dossiers de candidature

Kindly send your CVs in english to vanessa@rutotechglobal.com