RGS

recrute

Service Delivery Manager

Description du poste

Participate in the daily operation and manage end to end service quality to meet contractual SLA/KPI and customer satisfaction
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

Profil du poste

% 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

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

Dossiers de candidature

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