Service Delivery Manager

You will join an existing team dedicated to one of Linkbynet’s major customer, based in Asia, with position
of Service Delivery / Incident Manager

• Drive incident resolution in coordination with technical teams, customers and third parties, within the SLA
• Drive investigation to identify root cause analysis (RCA) and define appropriate action plans to prevent further occurrences
• Deliver and present Incident Reports
• Initiate and follow up Problem management when necessary
• Produce statistics and analysis on Incidents activity
• Drive the implementation and evolution of the appropriate documentation, monitoring and other tools to support Incident Management
• Develop and improve the Incident Management process
• Take part in meeting with customers and third parties: Incident debrief, Operational Committee…

You may have to travel in Asia to visit and work on site with our customer’s team and third parties.
As part of Service Delivery team, you may also be requested to work on other activities:
• Change management
• Daily operations
• Reporting
• Indicators control and monitoring: SLA, KPI, Man-Days, etc..
• Governance

Skills:
· Fluent English (reading, speaking and writing)
· Good written and oral communication
· Knowledge on technical environment: Infrastructure, Storage, Network, Security, Cloud
· ITIL Process (certification is a must)
· Project Management skills
· Perfect Control on customer relationship and customer service
· Management of Conflicts and Stressful situations
· Full knowledge on IT Contract Services Management

- 13th salary, performance bonus
- Team Activities (CSR, team buildings, company trips. monthly birthdays etc..
- 15 Paid leaves

Hồ sơ theo yêu cầu của nhà tuyển dụng khi liên hệ trực tiếp