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Job description for IT Service Delivery Manager at PT Wahana Ciptasinatria - Security Network Division
- Serves as the primary managed and maintenance services contact for the client, and responsible for managed client satisfaction.
- Build relationships with clients to encourage new and repeat business opportunities.
- Build excellent relationships within internal managed services team to deliver exceptional service to the client.
- Provide regular two-way communication between the client and team to provide strong team representation and set proper client expectations.
- Ensure that client issues are addressed in an efficient and timely manner, and engaging or informing appropriate management, as required.
- Track and report security and system incident to the client and management.
- Prime liaison with client during security and system incident of all Severity 1 incidents (on call support 24x7 for Sev1). Escalate for additional Sev1 participation, or Sev1 process assistance, as needed.
- Review all major deliverables to ensure quality standards and client expectations are met.
- Prepare and ensure that all standard processes and procedures are created, completed and quality standards are met.
- Responsible for all client communications, conflict resolution, incident resolution, and scope of work on client deliverables, and to ensure that resources are fulfilled as in the contract.
- Chair - Daily/Weekly/Monthly client calls, followed by written minutes and actions.
- Recognize solution technology, self-define requirements & assist resident engineers in understanding the accounts complexity, AS-IS scenario, and long-term strategy.
- Proven service delivery management or other relevant IT experience (min 3 years)
- Excellent verbal and written communications skill (English, and native)
- Excellent listening, negotiation, and presentation skills
- Experience in delivering client-focused solutions based on customer needs
- Proven ability to manage multiple managed services at a time while paying strict attention to detail
- Proven ability to handle conflict resolution – across internal team and Client.
- Ability to influence effectively at all levels of the organization
- Have knowledge of ITIL and certificate are preferred
- Able to demonstrate a high degree of flexibility including shift and out of hours working
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