Service Delivery Manager
The Role
Our client is a Fortune 100 technology company, providing platforms that help connect people around the world. One of our core values is to scale the business by putting people first, and the CARE Build team is uniquely positioned to propel this work to the next level as we let the customer’s needs be our guiding compass, not the technology’s limitations!
We are seeking a Service Delivery Manager to supervise in the delivery of our mission- and business-critical application services with internal customers. Reporting into the Professional Services team, our goal is to deliver excellent technical/application support with outstanding customer service, satisfaction, and timeliness. This position is part of the Enterprise Engineering organization and requires a diverse and flexible skill set for supporting a wide range of applications within our client’s Commerce Engineering portfolio. Candidates must be passionate about technology, live for amazing customer service, thrive in a fast-paced environment, and demonstrate a strong sense of accountability.
This is a remote role located in Singapore.
Key Responsibilities
- Manage the assigned application support scope of work, including planning, organizing, scheduling, and supervising and managing the development projects, SDLC, Agile Methodologies, SCRUM meeting and Sprint plannings
- Continuously monitor, measure, and report the application support team’s performance, ensure the team is performing at its dimensioned capacity and according to defined SLAs
- Coach and assist with training of all L1 and L2 resources to ensure the highest levels of customer focus and collaborative working.
- Identify opportunities to eliminate recurring issues and increase automated detection and resolution
- Oversee clear and effective communication with all stakeholders, including end-user assistance where required until the issue has been resolved
- Ensure guidelines of change management, release management and application performance quality processes are strictly followed
- Observe and comply with client's policies and procedures for Health and Safety at Work and Equality and Diversity. Continually promote equal opportunities, health and safety and customer care in compliance with organizational aims and objectives
Minimum Qualifications
- Bachelor’s degree or equivalent is required
- 5+ years of experience developing and leading a team of application development professionals
- Leadership experience in a 24x7 operation supporting enterprise software and systems
- Experience working with stakeholders to communicate issues while balancing business expectations
- Significant knowledge of new product/service release cycles and willingness to stay on the forefront of emerging industry best practices
- Fluency in English is required
Applied Value Technologies is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. This role is not eligible for visa sponsorship. Hiring is contingent on candidate verifying their eligibility to work in the United States and passing a complete background check and drug screen.