Service Delivery Manager
4 days ago
JD
- Application Management Services: Provide technical support to cloud database and customer data platform for APAC markets.
Manage, upgrade and maintain consumer data service and platform applications.
Ensure successful data transactions from upstream systems to downstream systems.
- Ensure consistent Service Level Agreement - performance metrics and measures are achieved with minimal breaches. Analyses data to identify patterns, areas of concern, and opportunities for improvement. Provide recommendations for optimizing service delivery process and customer satisfaction.
Collaborate on continuous improvement and contribute to service enhancement initiatives.
- Incident and Problem Management :
Investigate and resolve Incidents and Service Request for technical and functional issues, also focus on problem management for recurring incidents.
Ensure the Incidents are prioritized, handled or escalated based on the agreed classification with a focus on major business/service impacts and problem resolution. Investigate, and share the Root Cause Analysis and act as Escalation Point for major incidents, changes and critical activities. Identify and analyse recurring incidents to find the potential cause and manage workarounds.
- Customer, Stakeholder Relations:
Primary point of contact for client, stakeholders, partners and supplier relationship, ensuring regular communication and status updates.
Ensure the customer and stakeholders are properly informed about service performance, critical changes, timelines and milestones.
Provide recommendations for optimizing service delivery process and customer satisfaction.
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