Service Delivery Manager

About the role

Logicalis Asia Pacific, an AI-driven technology integrator with 7,000+ professionals across 30 territories, is hiring a Service Delivery Manager. The role owns the Customer Support process, drives quick resolution of customer-impacting issues and leads a team of problem solvers, with a focus on achieving committed SLAs, operational efficiency and CSAT/NPS.

Key responsibilities

• Own the Customer Support process and the Customer Support team, keeping quality and direction high
• Establish and follow customer support case management practices and meet defined SLAs
• Analyse, implement improvements and report on support metrics, business and customer impact, and team performance
• Own escalated support issues and track metrics such as first response time, resolution time and customer satisfaction
• Identify technical issues, communicate them internally and externally, and maintain internal documentation (KEDB, KMDB)
• Ensure service levels are maintained and evolve critical processes to scale and drive customer value
• Build a support career framework, develop support offerings and implement systems that enable scale
• Provide senior management with regular status reports and alert on potential service problems

Required profile

• Bachelor's degree in Engineering, Computer Science, Business or a related field
• 5 years of relevant industry experience delivering services
• Proven track record in establishing processes, functions, procedures and governance frameworks
• Experience in escalation and issue management and managing customer expectations
• ITIL Foundation v3, v4 or higher

Required skills

• Excellent verbal and written English
• Experience with ITSM platforms such as ServiceNow, Remedy or Atlassian
• Strong technical competency, multi-tasking and time management
• Documentation and reporting, analytics and data-driven approach

Applicants apply through the company's careers portal, stating expected salary and notice period; only shortlisted candidates are contacted.