RequirementService Delivery ManagerJob ResponsibilitiesNeed ITIL and SAP implementation experience. The mission for a SDM is fulfillment of all services as provided in the contract at budgeted costs, quality and on-time. maintainance and improvement of service quality through a constant cycle of agreeing, monitoring and reporting on service achievements, and initiating actions to continuously improve services and productivity in order to satisfy the customer. The SDM coordinates local and global delivery ressources and managed necessary escalations internal in Atos and external with the client if necessary 0. Lead the Service Delivery team and deliver all services as specified in the customers contract, be responsible for the quality and satisfaction of the customer. Design, develop and maintain a robust process for IT metrics collection, correlation, calculation and presentation
2. Ensure that service request and support processes as well as metrics are in place while working with project and service managers as well as IT support teams 3. Collate Service Level Agreement (SLA) metrics and continually assess to improve service delivery expectations and customer satisfaction 4. To seek continual improvements to ensure client enjoy the benefits of these improvement 5. Ensure that service performance reviews are scheduled, carried out with customers regularly and are documented with agreed actions progressed 6. Ensure that improvement initiatives are identified in service reviews are acted upon and progress reports are provided to customers and management 7. Provide solutions guidance, sign off and implementation support with members of the team to approve projects 8. Participate in the Quarterly infrastructure Review as the Service Delivery representative responsible for collating service delivery information as required by each Infrastructure Review 9. Measure, record, analyze and improve customer satisfaction 10. Ensure applicable quality management methods are used to support continual improvement activities, interpret and execute results 11. Drive down the number of Sev 1,2 and 3 problems by applying formulated improvements 12. To maintain an expert knowledge within the team on technology and industry trends in relation tocore technology and related IT technologies 13. Manage all audit requests to ensure Atos provides the relevant information in adherence to compliance on the behalf of the client 14. Manage the Reporting function and Service Delivery Support Analyst to deliver according to the reporting timelinesEducation Bachelor degree or above on IT or related, Background knowledge about IT standards like ITIL, COBIT, ISO preferred, IT Service Delivery Management skills.LanguageMandarin CET-6 or above, good reading and written English, oral English intermediateExperience • Min. 8 years in IT area preferable; at least 5 years service delivery management and data center operations experience prefered • Was responsible for complex tasks in approximately 3 projects.Has comprehensive knowledge and experiences (design/implementation) with at least 5 main processes of an enterprise within the last 5 to 7 years. • Technical Teamleader / Line Manager of an average of 20 employees > 2 year • At least 3 years work experience in international teams.CapabilitiesSound technical management experience of critical support environmentsApproachable and able to build relationships at all levelsGood managerial, leadership, communication and interpersonal skillsResult and Quality OrientationExcellent team work and team cooperationAbility to execute and make decission under pressure
Qq daisy 2949548007
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