Service Delivery Manager

Company Overview

REST Solution offers a full range of outsourced IT support and cybersecurity services at a fair price. We are committed to help companies scale and grow by streamlining IT operations, minimizing downtime and improving productivity. In the process, we also help companies save costs and plan for their IT expenses. We proudly offer exceptional customer service that goes beyond mere delivery of IT support.
Our engineers go the extra mile to enable you to reach your business goals with ease.

Job Summary

In this role, you will serve as the primary point of contact for the Line of Business (LOB) client, overseeing proactive technology service improvements, relationship management, and the execution of Service Improvement Programs. You will be responsible for engaging with senior-level executives within the business, addressing any service-related concerns, and ensuring the swift resolution of service issues in collaboration with the Service Delivery Director. Additionally, you will identify and implement strategies and methodologies that foster world-class standards of production stability, while managing key areas for continuous improvement. Your role will also involve ensuring the consistent application of Service Level Management best practices across all service platforms to optimize operational efficiencies.

Duties and Responsibilities

Ensure Service Compliance: Oversee the delivery of services in strict adherence to agreements, industry standards, and contractual obligations, ensuring consistent alignment with client expectations.;

Manage Client Relationship: Act as the primary account manager between Rest Solution and clients, managing service-related issues, organizing regular review meetings, and maintaining an in-depth understanding of the clients environment and specific needs.

Monitor the Service Performance: Continuously monitor and assess the performance of service delivery across both the organization and client-side, ensuring optimal outcomes and alignment with agreed-upon service levels.

Coordinate Critical incident: Organize bridges during major service disruptions, coordinating resources effectively and remaining available around the clock to address critical queries or issues as they arise.

Drive Service Improvement: Lead the design and implementation of service improvement initiatives, including enhancing client satisfaction, refining Joiner Mover Leaver (JML) processes, optimizing hardware and purchase workflows, and conducting periodic service reviews and controls.

Control quality and skills: Ensure the availability of appropriately skilled resources to meet service demands, while instituting rigorous quality control measures to maintain high standards and compliance with service specifications.

Service Catalog and Contract Management: Maintain an up-to-date and accurate service catalog, ensure service levels are clearly defined and met, and manage contract renewals and amendments as necessary to align with evolving client needs.

Vendor Liaison and Procurement: Coordinate with external vendors for the procurement of goods and services, ensuring seamless supply chain management and timely delivery of resources required for service delivery.

Manage Financials and Service Levels: Oversee the management of billable work units, ensuring services are delivered within agreed budget constraints and service levels, while optimizing financial outcomes for Rest Solution.

Information Security

Comply with all organizational information security policies, procedures, and best practices, including proper handling of sensitive data, use of approved systems, and adherence to access control measures.

Actively contribute to maintaining the organization's information security by participating in required training, reporting potential security incidents, and promoting a culture of security awareness in daily activities.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

A minimum of 3 years of experience as a Service Delivery Manager with a focus on IT operations management and service delivery excellence.

Demonstrated expertise in organizing and leading meetings, accurately recording minutes, and preparing detailed service delivery reports.

Proven ability to effectively address and resolve client complaints, and manage incident reports, ensuring prompt and satisfactory resolutions.

Strong aptitude for coordinating and collaborating with multiple stakeholders, ensuring clear communication and alignment across various teams and functions.

Excellent organizational skills with a demonstrated ability to prioritize and manage multiple tasks and activities in a dynamic, fast-paced environment.

Solid understanding of IT project management principles, with experience managing and executing IT projects from inception to completion.

Strong interpersonal and communication skills, with a proven ability to collaborate effectively with team members and foster a productive team environment.

Proficient in developing and managing PowerBI dashboards to provide data-driven insights and performance metrics.

Strong knowledge of ITIL (Information Technology Infrastructure Library) frameworks, with a foundational understanding of IT service management processes and best practices.

Proven ability to diagnose and resolve hardware and software issues, ensuring minimal disruption to service operations.

Hands-on experience in providing end-user support and managing IT infrastructure, ensuring high availability and performance.

Extensive experience with Windows Server administration, Active Directory, Group Policy, Microsoft 365 (M365), and other essential IT tools and technologies.

A solid understanding of networking concepts and protocols, including TCP/IP, DNS, DHCP, and other fundamental networking technologies.

Excellent written and verbal communication skills in English, with the ability to communicate complex technical concepts to non-technical stakeholders.

Speaking other languages is a plus (Mandarin, French, Spanish, Japanese).

Key Competencies

Demonstrated strong interpersonal and communication skills

Demonstrated excellent organizational skills

Demonstrated curiosity and initiative

Demonstrate proactive problem solving and learning

Working Condition

Hybrid Set up:

Minimum of 3 days per week at the office

Office hours (by default 9am - 6pm):

Be flexible / adaptable with working hours

Be reachable 24/7 in case of a critical situation