Service Delivery Manager

Participate in the daily operation and manage end to end service quality to meet contractual SLA/KPI and customer satisfaction Managing end to end service operation process and be responsible for the result Be responsible for business continuity management and crisis management Be responsible for interface with outside audit Establish SLA rules & WLA breakdown and responsible for SLA service quality control and management. Analyze process metrics, timely adjustment and optimization. Be responsible for continual service improvement, participate in operation optimization, statistics, and analysis, provides improvement and optimization plans, and implementation for presents plan. Managing operation security and compliance; Generate operation weekly/monthly report Managing customer communication and customer satisfaction

Knowledge & Skills

Have a good command of the principles of incident, problem, change, Configuration, and the service level management process Have good knowledge about business continuity management and crisis management Have a preliminary command of function design methods for ITSM process modules. Have a proficient command of all activities, forms, execution principles, and KPI design methods involved in the event management process. Advanced skills in managing service quality and continual service improvement Working knowledge of managing SLAs/Service Catalogue Good analytical and organizational skills; Good communication skill, be able to organize relevant person to do the change, problem and incident. Language: French & English; Other requirement: ITIL certification is preferred

Experience /education requirements

Bachelor’s/ Advanced degree 5 to 8 years of experience in service delivery management, operation management domain etc.