Service Delivery Manager

Role: Service Delivery Manager

The Service Delivery Manager role is responsible for managing steady-state operations for assigned program in Japan/China region.

Roles & Responsibilities

• Manage and coordinate the delivery of transitioning End User Services in a global customer environment
• Should have working knowledge on the EUC Services (Deskside support, Desktop/Laptop/Tablet/Mobile Break-Fix support, IMACD, Depot Services, Asset Management etc.)
• Working knowledge of Field Support, Desktop services and help desk support scheduling, staffing, productivity, utilization, knowledge management, service improvements and hiring
• Responsible for people management, selection, hiring and resource administration duties for supporting contracted services
• Manage SOW, contractors, and vendors with respect to the timely delivery of services
• Manage service delivery tracking process for issues and open items to ensure successful/timely resolution
• Drive team for technical and process runbook, user communication documents for delivery of services qualifications
• Provide input to ongoing management reports as requested (e.g., Score Card, Top 10 Activities, and other ad-hoc requests)

Skills Required

• 8+ years of relevant technical and managerial experience
• Excellent presentation, time management, and people management skills
• High level of initiative and work well in a team environment