东莞招聘

Job Description (SDM):

1.    Is Accountable for Customer Experience of service delivery by OSA management. (For the accounts with OSAs)

o  Conduct regular formal reviews with customer to ensure that customer is satisfied with service delivered.

o  Deliver SLAs reports as outlined by contract and agreed with customer.

o  Supports the Transition Manager in the design of customer-facing reports during Transition.

o  Lead HP to resolve escalations.

    2.   Manage inventory stocking required to achieve SLAs.

o  Plan the inventory level with SSC planner to achieve SLAs required.

o  Manage inventory levels to reduce cost overheads

o  Replenish inventory as required to achieve SLAs.

   3.   Evolve service with cost reduction, TCE improvement, and revenue increment in mind.

o  Update agreed escalation paths with client as required and as supported by contract.

o  Update report formats and report frequencies as required and as supported by contract.

o  Update invoicing processes as required and as supported by contract.

o  Develop service level metrics for TCE tracking.

   4.   Drive continuous Management of Change within client organization as changes are introduced.

 

Certifications

1.  PMP certification desired.

2.  ITIL Foundation required.

3.  Passed one ITIL Intermediate Service Lifecycle module [Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operation (SO) or Continual Service Improvement (CSI)]

 

Knowledge & Skills

1.  C-level engagement.

2.  Process engineering.

3.  Cross-functional engagement.

4.  Manage variable workforce.

5.  Basic knowledge of Information Technology Information Library (ITI)L or IT Service Management (ITSM)

6.  Project management skills

7.  Risk Management skills

8.  Analyze and resolve problems

9.  Focus on customers

10. Influence management in defining customer needs

 

Education and Experience Required

1.  3+ years Account Delivery, Service Delivery or IT operations experience

2.  5-10 years industry experience

3.  Must have an Undergraduate Degree. (Preferred fields include Business, Computer Science, IT/ Information Systems (IS), or Electrical/Electronic Engineering (or equivalent combination education or experience)).  Postgraduate degree in Business Administration an advantage.

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