IT Service Delivery Manager (with Cisco knowledge, Contract, up to $6000) #IRT

We are hiring under Recruit Express headcount and details of this position are: Job Title: IT Service Delivery Manager (with Cisco knowledge, Contract, up to $6000) • Achieving committed SLAs, Operational Efficiency & CSAT/NPS • Own the Customer Support process, driving quick resolution to customer-impacting issues. Maintain and develop a team of competent and technically talented problem solvers who can work independently and collaboratively with other functional groups. • Establish and adhere to customer support case management practices, including meeting defined SLAs. • Day-to-day customer support operations and team management, including overseeing and maintaining the Customer Support team's quality and direction. • Work toward Service Desk or ISO related Certifications • Develop and keep a well-organized team to effectively support business objectives while maintaining a highly productive work environment. • Analyse, implement improvement and report on support metrics, business impact, customer impact, and team performance. • Own escalated support issues; support metrics, including 1st response time, customer satisfaction, resolution time, and more. • Identify technical issues and communicate them internally and externally. Create and maintain internal documentation (KEDB, KMDB) to help determine the appropriate actions and responses. • Ensure service levels are always maintained and continuously seek ways to improve the delivery of customer support. Evolve critical processes across the teams to scale and drive customer value • Develop and focus on continuous improvement and evolution of support offerings. Implement systems and processes designed to enable scale and support excellence • Build Support career framework to enhance the team's focus on personnel development • Provide senior management with regular status reports and alert management of any problems or potential service problems, as appropriate. Experience in: ITIL Foundation v3, v4 or higher. Experience with ITSM Platforms (ServiceNow, Remedy, Atlassian, etc..) High level of technical competency and acumen Able to perform multi-tasking and time management Expert in documentation and reporting deliverables. 3 years of relevant industry experience of delivering services, based on a standalone or combination of the following: • Proven track records in contributing or establishing new process, functions, procedures, governance, framework to drive operational excellence and efficiency. • Escalation and issue management and managing customer expectations Interested applicants please send your resume to rita@recruitexpress.com.sg and look for: Rita Shi Tianhe Outsourcing Team Recruit Express Pte Ltd EA License No: 99C4599 We regret that only shortlisted candidates will be contacted