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Service Delivery Manager
Duties and Responsibilities:
• Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones
• Manage daily operations of assigned team to meet client deliverables
• Ability to make independent decisions, which have major day-to-day impact in the areas of responsibility
• Accountable for the quality of work for all associates
• Responsible for objective setting, and development of new procedures within area of responsibility, through interpretative judgment of overall policies and goals
• Contributes to policy setting
• Identifies, assesses and resolves complex business problems/issues and provides alternative and innovative solutions
• Provides and implements business-focused solutions within time/cost constraints
• Self-directed within broad goals and strategic direction in satisfying organization or client objectives
• Accountable for developing and managing key internal/external client relationships across sphere of influence, including situations in which no relationship previously existed
• Accountable for operational direction of complex or large functions of the project
• Liaising with other departments (Facilities, IT, HR) to ensure office space is in working condition, all IT issues are being resolved, any internal HR issues are being addressed properly, etc.
• Coordinating Onboarding process (scheduling kick-off meeting, systems access, etc.; refer to procedure document), tracking and reporting
• Responsible in collating, tracking and reporting data in producing a deck for weekly, bi-weekly and monthly governance meetings (as needed)
• Monitoring and accurately tracking time utilized by all resources (leaves, breaks, socialization, etc.)
• Preparing, validating, and reporting monthly billable hours entered into timekeeping system against Client timekeeping system to ensure accurate invoice processing
• Monitoring and recording resource daily attendance; and reporting to Reports team and/or clients
• Coordinating the performance evaluation and management process:
• Monitoring and coordinating performance evaluation before the deadline
• Tracking and monitoring of any resulting action items
• Coordinating on-site client visits (as needed)
• Updating and sending monthly Operations materials such as STRATEG-E, CAPABILIT-E, BCP file, and alike
• Updating and maintaining Staff Presentation material as new resources are deployed or resources are terminated
• Handling various administrative tasks relating to personnel and performing any other administrative duties relevant to the group
Qualification Standards:
• Educational Attainment: College graduate
• Certification/Training: PMP Certification, Six Sigma or any technical certification is a plus
• Work Experience: 5 to 8 years experienced in IT services industry or similar business with administrative in nature. Preferably with managerial experience.
Competencies and Skills:
• Good organizational and Time Management Skills
• Ability to consistently produce quality work while in a high stress situation
• Good Analytical Skill in determining best service that can be provided to clients and improvements strategies around his/her overall responsibilities
• Excellent Communication Skills on both Verbal and Written
• Strong work ethic - someone who takes great pride in professionalism, responsibility, and being proactive
• Creative, Innovative, Strategic with Level of Leadership Skills
• Must be able to adapt in fast changing environment
• Intermediate to advance knowledge level in MS Excel, Word, PowerPoint
• Experience working with products in a Software as a Service (SaaS) environment (preferred)
• Good understanding of the software business and its practices
• Need to possess strong interpersonal skills and an ability to effectively interact with a highly technical staff
• Experience with business applications across multiple business verticals/industries (preferred)
Duties and Responsibilities:
• Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones
• Manage daily operations of assigned team to meet client deliverables
• Ability to make independent decisions, which have major day-to-day impact in the areas of responsibility
• Accountable for the quality of work for all associates
• Responsible for objective setting, and development of new procedures within area of responsibility, through interpretative judgment of overall policies and goals
• Contributes to policy setting
• Identifies, assesses and resolves complex business problems/issues and provides alternative and innovative solutions
• Provides and implements business-focused solutions within time/cost constraints
• Self-directed within broad goals and strategic direction in satisfying organization or client objectives
• Accountable for developing and managing key internal/external client relationships across sphere of influence, including situations in which no relationship previously existed
• Accountable for operational direction of complex or large functions of the project
• Liaising with other departments (Facilities, IT, HR) to ensure office space is in working condition, all IT issues are being resolved, any internal HR issues are being addressed properly, etc.
• Coordinating Onboarding process (scheduling kick-off meeting, systems access, etc.; refer to procedure document), tracking and reporting
• Responsible in collating, tracking and reporting data in producing a deck for weekly, bi-weekly and monthly governance meetings (as needed)
• Monitoring and accurately tracking time utilized by all resources (leaves, breaks, socialization, etc.)
• Preparing, validating, and reporting monthly billable hours entered into timekeeping system against Client timekeeping system to ensure accurate invoice processing
• Monitoring and recording resource daily attendance; and reporting to Reports team and/or clients
• Coordinating the performance evaluation and management process:
• Monitoring and coordinating performance evaluation before the deadline
• Tracking and monitoring of any resulting action items
• Coordinating on-site client visits (as needed)
• Updating and sending monthly Operations materials such as STRATEG-E, CAPABILIT-E, BCP file, and alike
• Updating and maintaining Staff Presentation material as new resources are deployed or resources are terminated
• Handling various administrative tasks relating to personnel and performing any other administrative duties relevant to the group
Qualification Standards:
• Educational Attainment: College graduate
• Certification/Training: PMP Certification, Six Sigma or any technical certification is a plus
• Work Experience: 5 to 8 years experienced in IT services industry or similar business with administrative in nature. Preferably with managerial experience.
Competencies and Skills:
• Good organizational and Time Management Skills
• Ability to consistently produce quality work while in a high stress situation
• Good Analytical Skill in determining best service that can be provided to clients and improvements strategies around his/her overall responsibilities
• Excellent Communication Skills on both Verbal and Written
• Strong work ethic - someone who takes great pride in professionalism, responsibility, and being proactive
• Creative, Innovative, Strategic with Level of Leadership Skills
• Must be able to adapt in fast changing environment
• Intermediate to advance knowledge level in MS Excel, Word, PowerPoint
• Experience working with products in a Software as a Service (SaaS) environment (preferred)
• Good understanding of the software business and its practices
• Need to possess strong interpersonal skills and an ability to effectively interact with a highly technical staff
• Experience with business applications across multiple business verticals/industries (preferred)
Service Delivery Manager
Duties and Responsibilities:
• Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones
• Manage daily operations of assigned team to meet client deliverables
• Ability to make independent decisions, which have major day-to-day impact in the areas of responsibility
• Accountable for the quality of work for all associates
• Responsible for objective setting, and development of new procedures within area of responsibility, through interpretative judgment of overall policies and goals
• Contributes to policy setting
• Identifies, assesses and resolves complex business problems/issues and provides alternative and innovative solutions
• Provides and implements business-focused solutions within time/cost constraints
• Self-directed within broad goals and strategic direction in satisfying organization or client objectives
• Accountable for developing and managing key internal/external client relationships across sphere of influence, including situations in which no relationship previously existed
• Accountable for operational direction of complex or large functions of the project
• Liaising with other departments (Facilities, IT, HR) to ensure office space is in working condition, all IT issues are being resolved, any internal HR issues are being addressed properly, etc.
• Coordinating Onboarding process (scheduling kick-off meeting, systems access, etc.; refer to procedure document), tracking and reporting
• Responsible in collating, tracking and reporting data in producing a deck for weekly, bi-weekly and monthly governance meetings (as needed)
• Monitoring and accurately tracking time utilized by all resources (leaves, breaks, socialization, etc.)
• Preparing, validating, and reporting monthly billable hours entered into timekeeping system against Client timekeeping system to ensure accurate invoice processing
• Monitoring and recording resource daily attendance; and reporting to Reports team and/or clients
• Coordinating the performance evaluation and management process:
• Monitoring and coordinating performance evaluation before the deadline
• Tracking and monitoring of any resulting action items
• Coordinating on-site client visits (as needed)
• Updating and sending monthly Operations materials such as STRATEG-E, CAPABILIT-E, BCP file, and alike
• Updating and maintaining Staff Presentation material as new resources are deployed or resources are terminated
• Handling various administrative tasks relating to personnel and performing any other administrative duties relevant to the group
Qualification Standards:
• Educational Attainment: College graduate
• Certification/Training: PMP Certification, Six Sigma or any technical certification is a plus
• Work Experience: 5 to 8 years experienced in IT services industry or similar business with administrative in nature. Preferably with managerial experience.
Competencies and Skills:
• Good organizational and Time Management Skills
• Ability to consistently produce quality work while in a high stress situation
• Good Analytical Skill in determining best service that can be provided to clients and improvements strategies around his/her overall responsibilities
• Excellent Communication Skills on both Verbal and Written
• Strong work ethic - someone who takes great pride in professionalism, responsibility, and being proactive
• Creative, Innovative, Strategic with Level of Leadership Skills
• Must be able to adapt in fast changing environment
• Intermediate to advance knowledge level in MS Excel, Word, PowerPoint
• Experience working with products in a Software as a Service (SaaS) environment (preferred)
• Good understanding of the software business and its practices
• Need to possess strong interpersonal skills and an ability to effectively interact with a highly technical staff
• Experience with business applications across multiple business verticals/industries (preferred)
Duties and Responsibilities:
• Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones
• Manage daily operations of assigned team to meet client deliverables
• Ability to make independent decisions, which have major day-to-day impact in the areas of responsibility
• Accountable for the quality of work for all associates
• Responsible for objective setting, and development of new procedures within area of responsibility, through interpretative judgment of overall policies and goals
• Contributes to policy setting
• Identifies, assesses and resolves complex business problems/issues and provides alternative and innovative solutions
• Provides and implements business-focused solutions within time/cost constraints
• Self-directed within broad goals and strategic direction in satisfying organization or client objectives
• Accountable for developing and managing key internal/external client relationships across sphere of influence, including situations in which no relationship previously existed
• Accountable for operational direction of complex or large functions of the project
• Liaising with other departments (Facilities, IT, HR) to ensure office space is in working condition, all IT issues are being resolved, any internal HR issues are being addressed properly, etc.
• Coordinating Onboarding process (scheduling kick-off meeting, systems access, etc.; refer to procedure document), tracking and reporting
• Responsible in collating, tracking and reporting data in producing a deck for weekly, bi-weekly and monthly governance meetings (as needed)
• Monitoring and accurately tracking time utilized by all resources (leaves, breaks, socialization, etc.)
• Preparing, validating, and reporting monthly billable hours entered into timekeeping system against Client timekeeping system to ensure accurate invoice processing
• Monitoring and recording resource daily attendance; and reporting to Reports team and/or clients
• Coordinating the performance evaluation and management process:
• Monitoring and coordinating performance evaluation before the deadline
• Tracking and monitoring of any resulting action items
• Coordinating on-site client visits (as needed)
• Updating and sending monthly Operations materials such as STRATEG-E, CAPABILIT-E, BCP file, and alike
• Updating and maintaining Staff Presentation material as new resources are deployed or resources are terminated
• Handling various administrative tasks relating to personnel and performing any other administrative duties relevant to the group
Qualification Standards:
• Educational Attainment: College graduate
• Certification/Training: PMP Certification, Six Sigma or any technical certification is a plus
• Work Experience: 5 to 8 years experienced in IT services industry or similar business with administrative in nature. Preferably with managerial experience.
Competencies and Skills:
• Good organizational and Time Management Skills
• Ability to consistently produce quality work while in a high stress situation
• Good Analytical Skill in determining best service that can be provided to clients and improvements strategies around his/her overall responsibilities
• Excellent Communication Skills on both Verbal and Written
• Strong work ethic - someone who takes great pride in professionalism, responsibility, and being proactive
• Creative, Innovative, Strategic with Level of Leadership Skills
• Must be able to adapt in fast changing environment
• Intermediate to advance knowledge level in MS Excel, Word, PowerPoint
• Experience working with products in a Software as a Service (SaaS) environment (preferred)
• Good understanding of the software business and its practices
• Need to possess strong interpersonal skills and an ability to effectively interact with a highly technical staff
• Experience with business applications across multiple business verticals/industries (preferred)