IT Service Delivery Manager (Cisco Products Knowledge)

Job Responsibilities: 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 venessagoh@recruitexpress.com.sg Venessa Goh Wee Ni R24124686 Recruit Express Pte Ltd EA License No: 99C4599 We regret that only shortlisted candidates will be contacted.