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Service Manager APAC

Keywords / Skills : Service Manager, Service Delivery, Service Management, SLA, KPI, ITIL, PAAS, SAAS, B2B2C

Posted: 2019-01-30

Job Description
Responsibilities
  • Collaborate with a project team and lead transition from service implementation to operation; 
  • Coordinate with internal (on- and offshore) and external stakeholders to drive the closure of the service incidents; 
  • Assist in planning, prioritizing, assigning and directing incident resolution and enhancement request demands; 
  • Monitor adherence to committed SLA and KPI’s. Regularly report and communicate results internally and externally; 
  • Continuously baseline and identify room for improvement on the overall service delivery operation. Plan and execute the subsequent improvement activities; 
  • Provide leadership to the service delivery team and work support to less experience personnel; 

Required Skills
  • Degree in Information Technology, Management, or Computer Science; 
  • Service management framework/standard certification (ITIL, FitSM, COBIT and/or ISO/IEC 20000) preferred; 
  • Five or more years of experience with application support services, project or program management. Preferable to have experience in 24x7 large operations support environment; 
  • Preferable experience in B2B2C (Business to Business to Consumer) PaaS (Platform as a Service) or SaaS (Software as a Service); 
  • Excellent command of spoken and written English and Mandarin is a must.