Chanel

Job Purpose:

The Service Delivery Manager will act as single focal point to manage overall service delivery, project deliveries, fixing any reliability issues, tracking of metrics (SLAs), managing budgets and support in designated country to ensure services are delivered to clients satisfactory. The role requires someone that can positively manage relationships with clients, manages finances, meets deadlines, can lead a team, stays organized, is able to manage conflicts and uses creativity to find ways to make services better.

The Service Delivery Manager oversees several key functions within the IT department that enable the delivery of a high-quality service to clients, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT teams to achieve those expectations to a high standard.

The role should demonstrate the best practice of project management and service management from infrastructure and application support aspects. The role also needs to assist the project delivery of global and regional projects on both Infrastructure and application aspects and coordinate internal resources (Subject Matter Experts) and external resources to support daily operation and project delivery.

This role act as a partner / advisory to the business with relevant solutions fulfilling business, budgetary and technical requirements to meet current and future needs. Effective and efficient communication skill is essential to deliver these challenging initiatives and to manage activities across IT teams within the APAC region.

Key Responsibilities

Infrastructure Service Management

• Act as in-country Service Management to manage incident, problem resolution with regional service desk, in country end user computing support team, offshore support vendors
• Execution of change and enhancement strategy from Regional Infrastructure & Operation Management
• Monitor and maintain high performing service delivered / provisioned by region and/or third-party vendors, including IT Service Desk and Desktop Support.
• Manage external service vendors to maintain the health of local infrastructure in market and liaise to provide timely onsite support to address incidents.
• Owner of the market’s incident, support and escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
• Take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review. 
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed. 
• Accountable for the quality of service and performance provisioned to the market; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

Application Support

• Liaises with regional application team ensure local IT manager can monitor and maintain local and regional applications in the market, ensure quality solution delivered / provisioned by region and/or third-party vendors.
• Liaises with external solution vendors and/or India SSC, SolCen, to ensure local IT manager can maintain the health of local and regional applications in market and timely onsite support to address incidents.

Project Delivery

• Act as in-country delivery manager to govern infrastructure delivery activities on new sites establishment, renovation, relocation, etc.
• Liaises with regional application project team and local IT manager to deliver application successfully
• Champion service and support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed. 
• Manage regional service vendor(s) to deliver projects, including new openings/renovations of boutiques/counters, as required by business or follow the regional IT project plan.
• Work with internal and/or third-party teams to ensure project management and project execution according to plan.
• Advisory on quotation and budget from 3rd party vendor and suggest alternate solution

Budgetary and Performance

• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
• Manage and monitor market service delivery budget as required.
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.
• Responsible on budgetary forecast for in country Service and Infrastructure delivery
• Assist Regional IT manager – Service Management & Operation Management to manage regional level budgetary and performance management

Service Delivery Management Status Reporting

• Provide regular status report on Infrastructure Service Management, Application Support, Project Delivery, Budgetary and Performance Management to Senior IT Managers – Service & Operation.

Audit

• Response to auditor’s request of Service Delivery information in internal and external audit
• Follow up the auditor’s comment on a timely manner

Other works as assign