For Hire: Service Delivery Manager APAC based in BGC, Taguig
Position title
Service Delivery Manager APAC
Description

The Service Delivery Manager APAC will also act as a site manager for the Company’s APAC and is responsible for all the Company’s activities, internal processes, and customers in the region. As site manager, the SDM APAC will act as a local Team Lead, ensuring the daily operation and tasks are being delivered as agreed. Other tasks and responsibilities will be:

  • Assist in hiring and daily communication with local partners (Incorp, office, etc.)
  • Responsible for local purchases (laptops, monitors, office supplies, etc.)
  • Monitoring Work Orders and Cases in APAC and on international customers with extended SLA
  • Ensuring that all deliverables follow internal processes, so we ensure compliance with GDPR and other relevant legislation.
  • Act as the highest escalation point in the APAC region
  • Local D365 super user (internal systems)
  • Ensuring the Company’s culture and Employee well-being daily
  • The Service Delivery Manager manages several AMS customers and ensures that the Company delivers on all agreed service targets and Service Level Agreements. The SDM's key responsibilities are to ensure that the Company’s service delivery and service support processes are on track for consistent delivery and a high level of customer service in an effective and cost-efficient manner.
  • The role of SDM in the Company is mainly customer-facing and is expected to deliver proactive service to customers and partners by maintaining an excellent relationship with all stakeholders. This will be on regular status meetings combined with more informal communications.
  • As a Service Delivery Manager at the Company, you and your team of skilled professionals will be on the front line supporting our customers in the Nordic and European markets.
  • Dayshift
  • Can work remotely

Key Responsibilities:

  • Service Delivery Management
  • Oversee the day-to-day delivery of services, ensuring compliance with Application- and Service Level Agreements.
  • Act as the primary point of contact for Lasernet service issues, ensuring prompt resolution and minimal disruption of our customer's business operations.
  • Coordinate with internal teams to ensure the delivery of services

Stakeholder Engagement:

  • Collaborate with key stakeholders at the customer, ensuring communication and attention
    Communicate effectively with stakeholders regarding service performance, incidents, and updates

Continuous Improvement

  • Drive continuous improvement initiatives to enhance the efficiency and effectiveness of the Company services
  • Monitor and analyze service delivery metrics, identifying areas for improvement and implementing corrective actions in collaboration with the dedicated Company consultants
  • Keep abreast of the latest developments of Dynamics 365, Lasernet and connectors and news from internal Release Manager.

Project Management:

  • Manage change requests, enhancements, and upgrades, ensuring they are delivered on time, within scope, and within budget
  • Write Work Orders for optimal work description, prerequisites, acceptance criteria, and alignment with the customer.
  • Coordinate and follow up with internal resources to ensure that service deliverables are implemented smoothly.

Risk Management and Compliance

  • Identify potential risks related to Company’s service delivery and develop mitigation strategies.
  • Ensure Company’s service deliveries comply with relevant agreements, standards, and best practices.
Qualifications
  • Applicants must be a PERMANENT RESIDENT in the Philippines.

The background and technical skill set needed to succeed as a Service Delivery Manager at the Company can vary from person to person. Still, we have put together a set of skills/experiences that we hope to see in all candidates:

Experience

  • 3-5 years of service delivery of CRM, ERP, or niche market software solutions.
  • Familiar with implementation workflow of requirements gathering, configuration, documentation, testing, training, hyper care (Go Live), etc.
  • Experience working on teams with multiple stakeholders: partners, clients, client-partners, and Project Management consultants.

Diplomacy

  • Ability to de-escalate and focus on providing solutions.
  • Ability to speak to professionals of different levels/backgrounds.
  • Ability to listen, communicate, and show empathy and understanding while gaining buy-in for action plans.
  • Mastery of written customer-facing communication.

Customer-Centric

  • Customer-facing attitude and excellent communication skills.
  • 100% commitment to customer satisfaction and knows the importance of customer perception.
  • Acceptance of the need for “all hands on deck” situations.

Global Outlook/Awareness

  • Any combination of: experience abroad, experience working for a global organization, experience on multi-cultural teams. You are “globally literate.”
  • Demonstrates an awareness of cultural sensitivities and has the ability to communicate effectively on global teams.
  • Fluent in English, both writing and speaking
  • Understanding

Education

  • Bachelor’s degree or Master's in Business Administration, Information Systems, International Business, Computer Sciences, etc. Relevant certifications (e.g. ITIL, PMP) is a plus
Contacts

To apply for this job email your details to joemark@incorp.ph.

Status
OPEN
Employment Type
Full-time
Industry
IT
Job Location
BGC, Taguig
Base Salary
P100,000-P120,000
Date posted
01/16/2025
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