Service Delivery Manager

Job Description

This role is a senior management position focused on overseeing service delivery, project management, and operational efficiency within ERP consultancy and technical services. The responsibilities include managing personnel, ensuring high-performance service levels, leading project implementations, and maintaining strong stakeholder relationships.

Key Responsibilities

• Business Service Management
• Managing the service delivery; ensuring high-performing service functions on Enterprise Resource Planning (ERP) in consultancy and technical deliveries.
• Maintaining high-performance levels for service-related processes and implementing improvement activities wherever necessary.
• Contribute to providing ongoing support for system software that meets technical and customer requirements.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
• To attend to users requirements with the Business Development team for new prospects and existing customers
• Department Operation Management
• Leading personnel management, including staff recruitment, mentoring, performance assessment, training, and target setting.
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
• Ensures all Operations performance targets and SLAs are consistently achieved.
• Maintain a culture of operational excellence in team members and develop team skills and experience.
• Collaborate with cross-functional teams to ensure alignment and achievement of production goals.
• Project Management
• Work closely with the consultant and technical team during all phases of the project implementation, prioritize tasks, and ensure timely delivery of assigned tasks.
• Monitor the progress of projects and report progress to the HOD, including any changes made to plans and production.
• General
• To perform other duties at the discretion of superior and/or management.

Skills & Experiences

• Possesses Bachelor's Degree/Post-Graduate Diploma/Professional Degree in Computer Science/Information Technology or equivalent.
• Project Management Professional certification (PMP) is a plus.
• Knowing in technical skillset such as software development languages and frameworks like Java, Angular JS and Spring Boot is a plus.
• At least 5 years of experience in a related field and in a senior management role and responsibility.
• Risk management qualifications and/or demonstrated experience in Enterprise Risk Management.
• Excellent analytical, problem-solving, leadership, and communication skills.