Service Delivery Manager
تفاصيل الوظيفة
Management (Information & Communication Technology) Eastspring is a global asset manager with Asia at its core. We create a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Eastspring a place where you can Connect, Grow and Succeed. . . Eastspring is a global asset manager with Asia at its core. We create a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Eastspring a place where you can Connect, Grow and Succeed. . . KEY ACCOUNTABILITIES Technology Service management
- Improve governance (policies, standards, guidelines) on successful delivery outcomes e.g. industry compliances, delivery frameworks/playbooks, port-mortem reviews.
- Oversee the administration, maintenance and continuous improvement of EIMY technology platform.
- Collaborate with respective IT teams and vendors to ensure the successful implementation of new features and enhancements.
- Ensure compliance with relevant regulations and standards governing service delivery operations.
- Monitor service delivery metrics and KPIs, identifying areas for improvement and implementing corrective actions as necessary.
- Provide guidance and support to team member, fostering a culture of continuous improvement.
- Conduct regular performance reviews and implement training program to enhance team skills.
- Ensures that Service Performance Reviews are regularly performed, and any required actions are performed.
- Personally, leads Initiatives/Programs and Projects as needed.
- Oversee the resolution of incidents related to myEastspring, in-house applications and infrastructure managed by EIMY IT or IT partners.
- Any problems with the day-to-day delivery of services provided by the IT partners / internal IT team are accurately escalated and promptly resolved.
- Implement strategies for proactive problem identification and prevention.
- Develop and maintain incident response and escalation procedures.
- Serve as a primary contact point for IT services with EIMY.
- Communicate service updates, outages and resolutions to stakeholders in clear and timely manner.
- Conduct regular meetings with key stakeholders to address concern and gather feedback.
- Work with IT Partners’ plans and schedules the Service Performance Review meetings and detail the results and actions.
- Manages IT partners relationships and addresses their shortcomings when they arise.
- B.Sc./M.Sc. in Computer Science, Software Engineering, Information Technology or a related discipline.
- Minimum 10 years’ experience in a technology related role.
- Experience in IT service delivery management.
- Comprehensive understanding of network, hardware and software development experience.
- Experience in establishing or management of cloud environment such as Azure.
- Operational experience in Financial Products & Services is an added advantage.
- Proven track record of successfully managing client relationships and delivering results in a fast-paced environment.
- Strong commitment to customer satisfaction and service excellence
- Good analytical and problem-solving skills.
- Interpersonal and communication skills.
- Attention to detail.
- Organisation and time management.
- Strong team management and leadership skills.
- A strong strategic and business mindset.
- Background in designing/developing IT systems and planning IT implementation.
- In-depth knowledge of ITIL framework and best practices.
- Familiarity with service management tools and technologies.
Company information
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