Service Delivery Manager
Core
Manage service delivery operations, track metrics, ensure service level agreements, and coordinate incident resolution for a Japanese MNC's research centre.
Role type
Service Delivery Manager
Builds
IT services and operational support for research technologies
Domain
IT Services / Research Technology
Required skills
Service delivery management, incident management, stakeholder communication, process improvement, technical reporting, team leadership, pre-sales identification
Preferred skills
CISA certification, PMP certification, pre-sales experience, TCP/IP knowledge
Technologies
TCP/IP, server infrastructure, network infrastructure
Responsibilities
Track and report service metrics to stakeholders, ensure services meet agreed levels, manage and refine service delivery processes, act as point of contact for operational issues, take ownership of critical incidents, translate customer requirements into working instructions, recommend and implement service improvements, build customer relationships, identify sales opportunities within installed bases
Seniority
Mid-Senior, hands-on IC
