Service Delivery Manager- Sales & Marketing IT

Responsibilities: 

• Manage the RUN/Support service and supervise its operation to ensure user effectiveness, adoption, and operational excellence of Sales & Marketing IT solutions in North Asia & SAPMENA (South Asia Pacific, Middle East) zones and support implementation phase rollout.
• Work closely with the support team to ensure prompt resolution of tickets and the identification and resolving of underlying issues.
• Take ownership of critical incidents, serve as an escalation point, coordinate with resolution parties, and establish effective stakeholder communication for post-incident reviews.
• Ensure that systems, procedures, and methodologies are in place to support exceptional service delivery.
• Providing management with accurate and prompt reports on the performance of service delivery, along with relevant KPIs (Key Performance Indicators).
• Accountable for knowledge transition from enhancements/projects to RUN teams using a standard Build to Run process.
• Manage problems pro-actively to prevent disruptions in business operations.
• Establish governance process for evaluating SLAs (Service Level Agreements), KPIs, vendor performance and service quality.
• Establish a Continual Service Improvement culture with the vendors.
• Supervise external vendors that manages support / maintenance including Major Incidents.
• Collaborate with application and infrastructure/Cloud teams on issue resolution.
• Lead and manage external AMS teams.
• Collaborate with cross-functional teams.

Requirements:

• Strong business orientation.
• Excellent interpersonal skills with ability to work as a member of cross functional teams.
• Exceptional customer-facing skills.
• An analytical and pro-active mindset.
• Have extensive experience in IT service management and a solid grasp of the ITIL (Information Technology Infrastructure Library) ITSM framework.
• Expertise and practical knowledge in implementing /launching IT processes and services.
• Possess understanding of IT Security and compliance requirements and how they apply to the organisation.
• Ability in leading both physical and virtual teams.
• Extensive experience in vendor-partner offshoring model collaboration.
• Ability to function in a large and complex organisation that is under-going an IT transformation.
• Proven ability to interact with various stakeholders and communicate effectively (both verbally and in writing), including ability to convey complex technical information in a clear and concise manner.
• Ability to manage and prioritise tasks efficiently.
• Effective problem-solving, change management, teamwork skills.
• Minimum of 8 years’ experience in managing or coordinating IT service delivery

Must Haves

• ITSM knowledge (ITIL V4 Foundation certified).
• Proven track record of managing IT/IS projects (certification in PMP or Prince2 will be appreciated).
• A self-starter with a desire in solving business challenges.
• A team member who is ready to work in a transparent environment and adaptable to collaborating with people from diverse cultures.
• Excellent oral and written English proficiency

Will be a plus:

• Ability to use ServiceNow for ITSM-related activities.
• Ability to use or create informative dashboards and reports using PowerBI.