JOS is a systems integrator, solutions provider and technology consultancy with deep local and industry knowledge and an exceptional ability to execute.
IT SERVICE DELIVERY MANAGER
Singapore


Job Description:
• To effectively manage clients within a IT solutions provider, facilitating their requests for change, service issues, SLA uptimes, reporting and strengthening the client relationship through the delivery of great service.
• Service Delivery Managers (SDM) are the key account contacts for day to day management of our clients; they will work with the client to provide a consistently high level of service delivery across all areas of business interaction.
• SDMs also needs to manage a team of engineers deployed at clients' sites, including arranging for backfills to cover their duties.

Overview. The SDM will:
• Manage a mixture of clients across different business sectors
• Manage the client relationship from a service quality and operations perspective and ensure JOS delivers to its service level agreements at minimum
• Act as the client advocate on operational and service management matters
• Lead customer interaction on service related issues and orchestrate actions within JOS to ensure quick resolution
• Be commercially minded and work in close proximity with the account management team to position JOS strongly for business retention, contract renewal and service extension
• Have an understanding of both the business and technical aspects of working with the client Manages the team of outsourced engineers deployed at the clients' site
• Arrange for backfill for outsourced engineers to meet service agreements

Responsibilities:
• Have a detailed knowledge of the services provided to each account
• Understand the effect a service outage may have from the client perspective
• Be responsive to the client in any and all requests or issues
• Act as an escalation point for issues reported
• Provide weekly/monthly client reports on service requests and issues
• Hold weekly/monthly meetings with client both in person and by conference call
• Document meeting minutes and outcomes and ensure actions are completed timely and escalated where needed
• Manage small projects and requests through to delivery

Scope request deliverables
• Liaise with client and other third parties to gather required information
• Ensure any change of scope is referred back to the account manager for billable services
• Ensure tasks are allocated and being progressed effectively Facilitate hand over of larger projects to the Projects team
• Maintain an active interest in the running of the project
• Attend all client project update meetings
• Provide feedback to account managers
• Be the contact point for Project team in case of delays, issues, changes of scope resulting in increased costs etc.
• Build relationships and rapport with key client contacts
• Record and update client contacts lists for escalation / service outages and key contacts for other business aspects, for example client billing
• Help define and improve client SLAs
• Ensure all client services are billed correctly with the Operations team

Requirements:
• Minimum Bachelor of Degree in Computer Science or equivalent fields of study
• Minimum 4 years of relevant working experience in the SI environment
• Drive to deliver outstanding customer service
• Willingness to learn and develop new skills
• Dedicated and able to work to deadlines
• Ownership and follow up skills
• Able to work both as part of a team or under own initiative
• Able to take responsibility for own actions and performance
• Ability to form sound relationships with clients and build trust / rapport
• Ability to manage engineers deployed at client sites
• Ability to respond appropriately to client queries and deal with complaints
• Ability to anticipate client needs and to exceed expectations
• Ability to prioritize, organize and manage a complex and sometimes conflicting workload, and to work well under pressure
• Enthusiastic and self-motivated
• Good knowledge of Word, Excel, Outlook and other office applications
• Excellent written communication skills
• Excellent verbal skills, able to present to peers, client and the business via phone or in person
• Able to take meeting minutes and provide documentation write ups
• Able to understand profit and loss calculation, calculate margin percentages
• Required to travel across Singapore to clients' sites ITIL knowledge would be an advantage

Previous hands on IT experience would be valuable