Service Delivery Manager (IT/AV), APAC

Client Description:

Our client is a leading multi-national Integrator and Service Provider of audio visual, video conferencing and digital media solutions..  In order to cope with their rapid business expansion in APAC region, they are looking for an experienced Service Delivery Manager to join their team. 

Responsibilities:

Working with key Customer service owners, other Service Delivery Managers, Service Operations Managers, Enterprise Service Teams, on-site AV Managers, Team Leaders, the Service Contracts Team, the Service Delivery Manager’s responsibilities include, but are not limited to:

Service Management, Account activity and Administration

• Maintain a good working understanding of Customer engagements from Account level design activity, project management and delivery, through to Service
• Improve continuity and maintenance of service delivery standards across Global Enterprise accounts
• Work with the Management and Product teams to develop company’s Managed On-site and Off-site Service offerings
• Use and promote company’s online toolsets, such as Streamline, in the delivery of service outputs (i.e. asset management, reporting, estate analysis etc.)
• Oversee monthly and other regular Service Review meetings between customer and the company
• Support Sales and Business Development in the development of proposals and bids for new and existing customers
• Assist and take responsibility for building and maintaining client relationships
• Take full responsibility for contract development, negotiation and compliance across portfolio Development, administration and reporting of effective processes, SLAs and KPIs to manage each site
• Ensure balanced holiday planning across all sites
• Ensure Management Information is collated and reported
• Create and maintain all appropriate service documentation to support the On-site and Off-site services

Team Management

• Manage on-site technicians to deliver exceptional service levels
• Develop, adopt and deliver best practice service levels across all teams Manage and develop the Managed On-site Services team
• Manage new sites on-boarding ensuring a smooth service transition
• Work with other SDMs and the Managed On-site Services Administrator to ensure the company has the correct size and profile of resource to support all on-site contracts

Team Development

• Promote and drive team collaboration and maintain team morale across the On-site and Off-site services
• Team and individual skills gap analysis, identifying areas required for development
• Manage the on-site staff talent pool to identify, produce and manage development and training plans for all on-site staff
• Ensure succession planning and where possible all staff are able to develop upwards
• Manage company’s continuous performance management regime for all staff

Requirements:

• Bachelor’s degree holder in any disciplines
• Over 8 years’ experience in IT/ AV Delivery Service capacity with a minimum of 3 years’ experience in managing a team of on-site/ helpdesk support staff across different sites
• Possession of ITIL would be an advantage
• Highly developed Service focused attitude is crucial
• Commercially astute with a good understanding of commercial contracts and P&L management, and can demonstrate strong reporting skills
• Computer literacy including MS Word, Excel and Powerpoint
• Excellent spoken and written command of English and Chinese