北京招聘

Job Purpose:
Service Delivery Manager is accountable for managing service delivery to one or more client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.

Service Delivery Manager is focused on:
1.Delivering service that meets SLA and delights the customer
(KPI: SLA achieved & high customer satisfaction)
2.Achieving productivity improvements
(KPI: Value for customer & enhanced margin)
3.Transforming and growing the business
(KPI: Further profitable service revenue)
4.Developing strong relationships and teams and training related project managers.
(KPI: Strong network in place & people development is evident)

Main Accountabilities:
1.Accountable for managing service delivery for one or more client accounts
2.Provides a focus for SLA management and customer satisfaction across the relevant customer base. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used
3.Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base
4.Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with UST Service Delivery governance guidance
5.Ensures resources, capabilities and capacity to meet both existing and new business demand
6.Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
7.Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole ‘virtual’ service team, including other UST service partners and suppliers to ensure a seamless end-to-end delivery of service for clients
8.Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution
9.Motivates, develops and mentors other service delivery employees and managers where relevant
10..Maximises same account growth opportunities
11.Champions team-working, re-use, knowledge sharing and promotes the increased use of Shared Services capability
12.Provides support to new business opportunities. Takes an active role in bids and supports the transition and implementation of new business (including new service offers)
13.In conjunction with the Service Project Managers, Sales and Service Delivery Management teams stimulates & defines requirements for new services in line with Service Line Strategy. Ensures such offerings are professionally introduced, accepted and deliverable

Key competencies for the role holder:
1.Strong client focus – ability to operate at prime customer contact level typically at senior manager/director level
2.Demonstrates a breadth and depth of operational service delivery management expertise, preferably in an international environment
3.Demonstrable experience of having designed and implemented significant productivity as well as customer satisfaction improvements
4.Know-how MNCs IT Operation methodology, including infrastructure with ITO and supporting for application environment even business support.
5.Strong development focus - advocate of developing employees, teams and the business
6.Significant experience of leading and managing teams (including matrix management) within an IT operational service delivery or shared services environment
7.Strong commercial and financial awareness, monitoring, co-ordination and budget ownership
8.Experience in outsourcing bids, from pre-sales to successful implementation, preferably including in an international setting
9.Thorough understanding of customer’s business and market sector and able to use that knowledge to anticipate how future services offers need to evolve to meet customer requirements
10.Experience on pre-sales and PM is must
11.Can spontaneously understand most advanced or populated technology, business model and product, understand industrial development trends.
12.+5 years Big ITO project operation and +10 years industrial working experience.
13.Strong service outsource or operation experience, both have work experience on provider or customer is preferred;
14.Proven experience of contract negotiation and supplier management; experience of successfully integrating customer and operational requirements into supplier relationships
15.Relevant university degree and/or professional qualifications (e.g. ITIL V3 or Expert and PMP)
16.Relevant mandarin and English language skills are must.
17.Role model in performance standards and demonstrates and champions behavior that is in line with HPOE (High Performance Operating Environment) values:
18.Strong presentation skill and documentation skill is must

Additional Information


Experience: 5-8 years
Job Location: Shanghai
Key Skills: Pre-sales, ITO, Infrastructure, ITIL, Service Delivery, ITSM
Industry: IT related
Role: Service Delivery Manager, Director


We are continuously looking for potential candidates in various fields for our customers for our executive search assignments. In search we chart the suitable candidates from different sources and can also confidentially contact people who have informed us that they are interested in new careers and have sent us an unsolicited application. A CV and a short cover letter are always welcomed. In the letter, please specify your goals.
We treat your information with the strictest confidence and will not disclose it to outsiders for any reason without your consent. Any references you may have mentioned in your unsolicited application may be contacted by us in confidence only when the application process is being finalized and our client is considering selecting you

    联合服务UST是一家高速发展的IT服务供应商，致力于整合行业资源向客户提供全面的IT运维、IT构架管理、行业咨询、软件应用等解决方案。自2008年成立至今，已帮助超过100家以上的《财富》500强企业战略规划、管理和实施相关业务。目前，UST的业务覆盖了基于大中华区的主要一二线城市和部分三线城市，并将足迹扩展至亚太区的10多个国家及地区。区域内，UST拥有或直接合作的有超过600位专业工程师、50多个现场支持团队及40余位IT咨询师，业已发展成为初具规模的以人才、产品及服务为核心的大中型企业。
    UST旗下拥有联合汇、联合智囊团、YB等多个发展平台，对内打造多元化的工作团队，创造出尊重和包容每一个人的积极协作式环境；对外群贤毕集整合业界资源，致力于成为领先行业的风向标。我们愿意为每一位怀揣梦想的年轻人创造机会，使其成为企业发展源源不断的动力，同时，希望每一位成员能认识自身角色的重要性并努力提高其价值。UST的人才观将会把机会留给那些愿意重视自己，重视公司发展，重视身边同事并为之努力的人。
我们拥有创造力和前瞻性兼备的专业人士和积极向上且正能量爆棚的工作团队，也拥有惬意、充满生机的工作环境，每年一次的旅游和年终晚会更是你大展风采的时刻。年终奖、绩效奖、高温费、生日礼物什么的我们都有。梦想那么大，世界只会向那些有目标和远见的人让路。趁年轻，敢出众，我们寻找最与众不同的你！
   UST，只用真诚和专业打动你！
   As for you, you just need to trust UST!


 United Service Technology(Hong Kong) Co., Ltd. (UST for short) established the representative office in Shanghai in 2008. UST is committed to integrating all the IT resources to provide customers with comprehensive solutions with regards to IT operation, IT architecture management, IT strategy consulting and application development and maintenance.

So far, we have served for more than 100 Fortune 500 companies with strategy planning, IT management and application implementation. Our service coverage ranges from Hong Kong, Beijing, Shanghai, Taipei, Guangzhou, Tianjin, Shenzhen, Wuhan, Shenyang, Chengdu to other first-tier, second-tire cities and some third-tier cities. We also expand our services to some other Asia-Pacific countries like Singapore and Japan. Now, We have grown into a large enterprise who has hundreds of professionals and focuses on talents, products and services.

UST has developed multiple platforms, including ThinkGreat, United Think Tank, and YB, to create an in-house team with diverse backgrounds and a cooperative environment where respects and inclusions are embraced. We also incorporate professional resources from external parties, making every effort to grow into an edge leading flagship of this industry. Meanwhile, UST encourages every member to recognize their own significance, thus their personal values would be maximized. The talent philosophy of UST is to retain opportunities for those who not just think highly of their own but also the company’s growth and co-workers’ hard work.

We have the most innovative and forward looking professionals, the most positive thinking teams, and also the most energetic boss and partners. Our annual outing and annual gala are definitely going to give a best moment of the year. Oh, by the way, we also provide annual bonuses, performance bonuses, and high-temperature allowances and birthday gifts. As long as the big dream exists, the world will always pave the way for those who have missions and wisdoms in heart. Feel free to stand out and celebrate youth. We will be waiting here, just the unique YOU. Let’s work together to create a better future!