Adventus is an Information and Communications Technology (ICT) Solutions and Services Provider with a wide footprint across the globe. We help organizations bring about positive transformation to their businesses by leveraging intelligent applications of innovative solutions and pertinent services to remain winners in today's ultra competitive marketplace. With our strong network of technology partners, excellent domain expertise and differentiated value proposition, we are able to go above and beyond for our customers, far exceeding expectations. The Service Delivery Manager is responsible for managing and monitoring Service Level Agreement's (SLA) requirements so as to ensure the contractual requirements' levels are met and tasked to take on responsibilities during contract transition phases.
\n ResponsibilitiesLead and drive the service delivery for assigned accountsAccountable for the success of projects implementation for assigned contractsManage and communicate with key holders on daily operational supportMonitor and ensure SLAs are met, issues escalated and prioritizedAct as the point of contact for service deliveryResponsible for service delivery of account and prioritization of work requestsManage a team of desktop/system/network and helpdesk engineers. During transition phases, the team will work closely with customers on the on-boarding of service/equipmentProvide customers with relevant reporting and trend analysis statistics to pro-actively support and improve the customer's businessIdentify operational gaps and drive to ensure closure, both internally and externallyMaintain long term healthy customer relationships, acting as the bridge between clients and internal teamsWork on financial cost priorities to ensure a balance between customer satisfaction and company's business objectivesEnsure delivery to cost planAny other ad-hoc duties as required or assigned RequirementsBachelor Degree in Information Technology/Information Systems/Computer Science, Business IT or other relevant disciplinesAt least 2 to 3 years experience in customer success, service delivery or sales, with strong stakeholder management and IT Support skillsAbility to multi-task, with experience handling a large portfolio of customer accountsExcellent communicator with fluency in English and Mandarin (to liaise with Mandarin-speaking customers)Advantageous to have experience in managed print services, IP telephony and cablingIT outsourcing experience with proven track records preferredProven success in achieving project milestones and broad technology awarenessPossess a full and broad understanding of the services required by the account and of other services and technology potentially available along with good project co-ordination skillsStrong business acumen, customer focus and good financial management skillsSelf-motivated and proactive in resolving issues and identifying new opportunities on the accountEffective interpersonal skills, both written and presentationStrong analytical and problem solving skills, combined with the ability to provide quick resolution to problems
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