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 Manpower China: Services Delivery Manager (SDM) |
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alexmp
[博客]
[个人文集]
头衔: 海归少校
性别: 
加入时间: 1970/01/01
文章: 83
来自: Shanghai JW Grace Consulting Co., Ltd.
海归分: 22982
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作者：alexmp 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
Manpower China: Services Delivery Manager (SDM)
Job Responsibilities:
The Services Delivery Manager (SDM) is responsible for managing the overall delivery of Infrastructure services to our clients. The responsibilities cover delivery, service excellence, business and relationship.
Responsibility – Delivery:
- Provide an effective service to meet and exceed client expectations.
- Comply with the quality system consistent with the requirements of the Work Practices Manual.
- Provide timely feedback to management regarding issues affecting the quality of service to the client.
- Developing and maintaining a knowledge base of information regarding individual clients, and in particular, ITO services provided to those clients
- Managing problem escalation where required and appropriate
- Navigating quickly through the ITO organisation to resolve service delivery issues escalated to their attention
- Engaging technical and leadership resources to attend to failures in the delivery of quality ITO services
- Communicating the justification and/or benefit of ITO requested changes to the client
- Anticipating, assessing and responding to the impact that service delivery issues will have on a client’s business and taking appropriate action to avoid or minimise such issues
Responsibility – Service Excellence:
- Working with Accounts and Service Management teams to ensure contracted and expected service levels are met. This includes being fully aware of these service levels, documenting and monitoring service levels, and reviewing existing service level agreements (SLAs) to identify any mismatches between delivery capability and contractual obligations
- Reviewing and improving reporting on service delivery
Responsibility – Business:
- Enhancing CDEs and account teams’ understanding of the ITO organisation
- Working with the delivery leaders to reduce or eliminate service credits
- Collaborating with all ITO capability areas to ensure delivery of seamless service
- To ensure that the ITO cost centre owners meet their financial responsibilities to the Account, for the ITO costs of end-to-end delivery, in accordance with point of completion models or Account specific billing constructs
Responsibility – Relationship:
- Developing and improving relationships with CDEs and service delivery teams
- Developing a record of improvements and closed issues
- Supporting CDEs relationships with clients to help them grow EDS’ business
- Communicating accounts’ requests for new or changed ITO services to the appropriate ITO team
Job Requirements:
- University degree in IT or equivalent disciplines
- Minimum 5 years working experience with 3+ years at management level
- Good command of both spoken and written English and Chinese
- Strong sense of accountability and ownership of problems
- Excellent communication and interpersonal skills with pleasant personality
- Strong knowledge on IT technologies such as Windows, MS Exchange, LAN and WAN
- Experience in working with distributed teams supporting users in different countries of Asia
- Experience in managing small to medium size IT projects
- Self-motivated, able to work independently and under pressure
- Experience in supporting financials such as running P&L an added advantage
- ITIL / CCNA / CCNP / MCSE / PMP an added advantage
Alex Lu
Consultant
I.T.
Manpower Professional
Room 2808-2811, Information Tower,
No. 211, Century Avenue, Pudong
Shanghai 200120, China
T: +86 21 58782618 Ext. 327
[email protected]
www.manpowerprofessional.com.cn
作者：alexmp 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 Manpower China: Services Delivery Manager (SDM) -- alexmp - (3626 Byte) 2006-12-07 周四, 17:45 (3351 reads)
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