Position Description

Delivery Operation Lead (Service Delivery, Project Management, ITIL, ITSM, Technical Savvy)
Job Code 21637
Division GMP TECHNOLOGIES (S) PTE LTD (EA Licence:11C3793)
Job Placement Location Singapore
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Our Client is an established MNC enterprise information technology company, we are assisting to source for an experienced Delivery Operation Lead.

  Job Scope:

The Delivery Operation Lead is responsible for overall delivery of an Enterprise Infrastructure and Applications Management Services solutions and related transactional activities.

He/She is an integral part and extension of the Customer's IT management structure who serves as a pivot between IT Operation Center and the Account team for service-related issues, technical escalations, and integration actions.

He/She must have strong skills in customer success management, planning, problem solving, innovation, analysis, communication, and negotiation.

Responsibilities

  • Highly proficient and experienced in Service Delivery and IT Service Management (ITSM)
  • Responsible for the overall delivery of the product solution and acts as the customer’s IT management focal for all service-related issues, technical escalations, and integration actions
  • Serves as the point of contact within IT Operation Center and is the remote service advocate within the Client’s organisation
  • Serves as a product partner to the Customers and integral part/extension of their IT management structure, which results in less customer management engagement (reducing the customer’s management load/tasking)
  • Partner with the customers to utilize industry best practices to ensure all other members of the service delivery team are fully knowledgeable about their critical IT services and business objectives
  • Escalate calls to an extended level of support , which may involve:
    • Engaging additional technical resources, product engineering, the account management team, and/or senior management
    • Following company’s guidelines for escalation or engaging other resources sooner, if necessary, for problem resolution
    • Developing, updating, and distributing the Outage Communications and Action Plans
  • Engage Product Engineering when:
    • A customer’s technical problem has exhausted the capability of reactive support to provide a resolution, including, but not limited to, problem duplication
    • A design problem is apparent or highly suspected or design-level expertise would be needed to determine the exact nature of the problem
  • Responsible to communicate and coordinate with customers and the account team during the engineering elevation process.
  • Responsible for keeping the customer aware of all activities, milestones, and decisions necessary for their covered IT environment and solution resolution.

  Requirements

  • Bachelor’s Degree in Computer Science, Information Technology
  • Project Management certifications
  • Prior Service Delivery experience in Managed Services with enterprise clients
  • Experience in ITSM and Project Management
  • Experience with ServiceNow ticketing Tool is a great advantage!
  • Hands-on experience in Cloud-related projects
  • Project Methodology: Building and executing strategic initiatives by delivering comprehensive planning, tracking and performance
  • Has in-depth experience with key practices, processes, and methodologies applicable to project management
  • Must have demonstrated aptitude to understand a variety of technical domains and strategies regarding opportunities, challenges, risks, and business impact
  • Agile approach in personal work style , with the ability to be flexible and adept in dealing with and resolving ambiguity
  • Excellent verbal, presentation, and written communication skills including creating usable documentation and tools

  Additional Job Information

  • Yearly Contract Renewal
  • Completion Bonus
  • ONLY non-work pass applicants can be considered for this position; Singapore Residents preferred

 

If you are keen in this role, you may also send us your updated CV in MS Words format to Christopher Wong (R1104673) at christopher.wong@gmprecruit.com for review and we will arrange for a convenient time to speak more.

We regret that only shortlisted candidates will be notified.

  GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Christopher Wong | Registration No: R1104673

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