北京招聘

职位描述：

Position Summary

The Service Delivery Manager (SDM) has overall responsibility for the services relationship between

Dimension Data and their assigned client portfolio.

The Service Delivery Manager will manage the client service relationship to the extent that they achieve trusted advisor status in their client’s eyes. This requires a sound understanding of the client’s business needs and technology strategy as well as the associated Dimension Data delivery model.

Foundation expectations are that the SDM: takes full accountability for ensuring services are delivered in accordance with contracted client arrangements, drives continuous improvement in delivery performance, and achieves a high degree of client satisfaction results.

Key Responsibilities：

Operational Delivery

o Full accountability for delivery performance achievement in line with the contracted scope.

o Build and maintain a trusted advisor status within the client’s eyes.

o Understand at all times what is happening within the client’s environment (both operationally and at the client satisfaction level) & provide management and delivery teams with visibility of priorities and risks.

o Build a strong productive relationship with all Dimension Data personnel involved in the account.

o Drive delivery teams to ensure compliance with all contracted obligations.

o Initiate and run Service Improvement Plans to resolve delivery challenges affecting assigned portfolio.

o Prepare for and chair the Service Review Meetings, including publication of:

o Performance Reports, Meeting Minutes and Action Registers

o Accountable for accuracy of client facing Operations/Procedures Manuals, including

o Publication of updates via the release management process

o Ensuring procedures deliver seamless service performance throughout all service delivery teams.

o Adhering strictly to governance procedures for all non‐standard procedure requests.

o Act as the client escalation point for customer business critical events and Major Incidents (24x7).

o Take accountability for operational escalations and lead the business through to a resolution satisfactory to both Client & DDAP management.

o Proactively identify risks to delivery and drive implementation of the appropriate solution to reduce likelihood of escalations and/or delivery impact to the client.

o Identify and influence/implement (as appropriate) delivery model improvements focussed on optimisations returning value to both Client & DDAP.

o Know the commercial construct of contract and manage the delivery engine to ensure that Services are delivered within the construct, including:

§ Appropriately communicating cost and value information into variation discussions.

§ Managing costs associated with requests outside of contracted arrangements.

§ Working with internal teams to optimise delivery costs.

– Ensure ongoing accuracy of all DDAP databases holding client information.

– Adhere to all Dimension Data policies and operational procedures.

– Utilise the ITIL framework in all practices unless specifically excluded by a contract/client.

Key Responsibilities

Defend and Growth

o Understand account P&L and contribute to the Account Plan

o Contribute to and optimise contract renewal process by engaging with the MS manager and client manager’s min. 120 days prior renewal date to plan the renewal strategy, and agree roles/responsibilities for any non‐standard renewals.

o Representing the client’s needs within the renewal process, knowing DD’s Service Catalogue and associated Governance structures.

o Reviewing transition/implementation plans to supervise suitability for the renewed contract.

o Retain and grow business by 20% Y-O-Y

o Enhance every opportunity to develop additional Services revenue.

o Look for and identify opportunities for growth within assigned portfolio and work closely with the AM/BDM/SA to maximise the opportunity.

o Awareness of the competitive landscape for assigned portfolio and development of strategies ensure account retention in collaboration with the Account Manager.

o Maintenance of positive brand awareness and reputation for Dimension Data within the client.

Client SAT

o Accountable to ensure delivery optimisations that bring values to client and DDAP

o Proactively track service performance, service level agreement and establish corrective action where needed.

o Regular engagement with client stakeholders and ensure proper governance in place.

o Diligently manage service complaints, client pain-points, escalations and ‘no broken promises’

o Deep understanding of client business/technology strategy and associate with DDAP delivery

Qualification & Skills

o Minimum 8 years prior Service Delivery/Account Management experience in FSI/Telco/ICT Managed Services

o Graduate (BSc/BBA), Six Sigma, ITIL Master Certification.

o Good understanding in P&L, Contract Management,

o Proven track record of regional/global delivery performance aligned to contracted scope

o Solid negotiation, Influence skills

o Ability to lead cross‐functional teams to drive proven service delivery improvements.

o Client focussed, Results driven, goal orientated attitude.

o Solid team player, immaculate communication and rapport building skills.

o Well presented and comfortable in client facing and problem solving roles.

o An inquisitive mind and a can‐do spirit.

o Focussed on sustaining organisational goals and objectives.

o High degree of self motivation, Strong interpersonal skills, Ability to work at a fast pace.

o Reasonable technical understanding of internetworking technologies.

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达科信息科技（北京）有限公司


Dimension Data 是全球领先的ICT服务公司，Dimension Data China(达科公司)是其在中国的子公司。公司专门致力于提供IT解决方案和服务，使企业能够在应用网络上无缝运营。应用网络融合了原先的两个独立的IT领域：应用集成和网络基础设施。

Dimension Data拥有网络集成、应用部署和全球可管理服务领域的专业技术，使它能够提供企业需要的IT解决方案，用以连接信息、应用、业务流程、人员和企业。

发展历程


 创建于1983年

 2010 年的全球收入为47亿美元

 NTT集团的全资子公司

 业务以客户为中心，以服务为中心

 拥有各个IT领域的先进技术和集成专业技能包括 - 网络，安全，统一通信和协作，数据中心，虚拟化，Microsoft和客服中心

 与顶尖的技术供应商建立战略性联盟合作伙伴关系，包括Cisco和Microsoft

 在所有行业拥有6000多名客户，包括金融服务，电信，医疗，制造业，政府和教育部门

 公司客户占全球财富100强的79%，占全球财富500强的60%

 在全球5大洲的49个国家中拥有超过12000名雇员

 提供全球统一标准的国际业务服务