To join our dynamic team in Vietnam, we are currently looking for a :
Service Delivery Manager
Your tasks :
Drive incident resolution in coordination with technical teams, customers and third parties, within the SLA,
Drive investigation to identify root cause analysis (RCA) and define appropriate action plans to prevent further occurrences,
Deliver and present Incident Reports,
Initiate and follow up Problem management when necessary,
Produce statistics and analysis on Incidents activity,
Drive the implementation and evolution of the appropriate documentation, monitoring and other tools to support Incident Management,
Develop and improve the Incident Management process,
Take part in meeting with customers and third parties : Incident debrief, Operational Committee.
You may have to travel in Asia to visit and work on site with our customer’s team and third parties.
As part of the Service Delivery team, you may also be requested to work on other activities :
Indicators control and monitoring : SLA, KPI, Man-Days, etc..
Fluent English (reading, speaking and writing)
Knowledge on technical environment : Infrastructure, Storage, Network, Security, Cloud
Project Management skills
Perfect Control on customer relationship and customer service
Management of Conflicts and Stressful situations
Full knowledge on IT Contract Services Management
5+ years experience in service management, operation management or similar
Why you'll love working here :
Dynamic and young work force
Great working environment (music band, gym, relax corners, PS4, Baby foot, ping-pong table etc.)
Quarterly evaluations and performance bonus
Allowances (lunch, parking, OT, on-call etc.)
Team activities (CSR, team buildings, company trips, monthly birthdays etc.
Large technological spectrum