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  • Job reference: RMS0196711

Service Delivery Support Manager - Application

  • Sector: ICT
  • Location: Kuala Lumpur
  • Job type: Permanent
  • Date posted: 10/07/2018
  • Duration: 1 month
  • Time left:
    d h m s
    (07/08/18)
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The Role:
The Service Delivery Manager is customer focused, technology savvy
and forms part of our Global Customer Support team.
The role requires strong communication skills, experience in providing
customer support and strong technical skills, having aptitude to
troubleshoot issues, identify workarounds and solutions, as well as juggle
several tasks at a time.
The Service Delivery Manager has responsibility as first point of
escalation for Service Delivery issues. They are accountable for the
team achievement of SLA targets and manages and maintains the ticket
queue. The Service Delivery Manager will be line manager and mentor
to all Application support team members.

Responsibilities

* Line management of Support Team in Bangsar South managing
their knowledge, performance and development.
* Recruit, train and develop new team members, and provide
continuous on-the-job training, mentoring of team members
* Monitor the ongoing operation of the support team and ensure
adherence to process and quality measures.
* Accountable for the team achievement of SLA targets, Customer
Satisfaction, and other operational metrics.
* Enforce and contribute to improvement of support processes,
procedures and metrics.
* Responsibility as point of escalation for complex customer
support matters, while keeping the Customer at the forefront of all
requests and advocate for the Customer's needs at all times
* Thorough understanding of the client technology the ability to
effectively troubleshoot, escalate issues and manage outages
announcements
* Accountable for monitoring, reporting & follow up on reoccurring
issues to ensure the source cause is resolved
* Coordinate closely with other support managers globally on rota
management and process alignment.
* Proactively improve the working conditions and processes for the
team and improve the customer experience, and act as voice of
the customer.
* Professionally handle incoming requests from customers and
ensure that issues are resolved both promptly and thoroughly.
Ability to handle complaints professionally

Requirements

Experience in managing Service Delivery or Customer Support team of no less than
10 for a technology company
* Experience enforcing, monitoring and reporting on support
operations through ticketing systems
* Truly passionate about people. Mentoring and developing their
skills and knowledge and fosters a strong, positive culture that
promotes ethical practices and is values based
* Self-motivated, and excellent communicator, who opens channels of communication across the business.
* Resourceful and a great problem solver, with ability to quickly
acquire detailed technical knowledge of client technology
* Fluent in English language both written and spoken
* May be required on occasion to work outside standard working
hours

About Fircroft:
Fircroft has been placing people in specialist technical industries for approaching half a century, focusing on mid to senior level engineers for contract and permanent roles worldwide. By applying for this job you give consent for Fircroft to contact you, via email & telephone, to discuss your application along with future positions and Fircroft's services.

Fircroft is registered as a Data Controller with the Information Commissioner as required under the General Data Protection Regulation 2016/679. Fircroft will only process your personal data for the specific purposes of managing your application.



Fircroft Tanjung Sdn Bhd (Co. Reg. No: 1103286-X)

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