Service Delivery Manager
FPT Software
Da Nang, Viet Nam
5 ngày trước

Job Description :

  • Due to business expansion needs, we find Delivery Manager positions.
  • The Delivery Manager has a strategic role with a specific focus on the customers.
  • He / she has to make sure that all customer expectations are met.
  • The Service Delivery Manager will be responsible for specific initiatives that will increase the customer satisfaction and leading 20-30 team members.
  • Responsibilities / Daily tasks you will take care :

  • Serves as a primary escalation point for all operational issues ;
  • Lead a team of software support engineers Level 1, Level 2 as well as a team leader;
  • Delivery manager ensures that all targets and SLA’s are met;
  • Manages customer expectations;
  • Makes sure that support teams are meeting the goals and expectations that have been set with the customer;
  • Takes ownership, reports and resolves any issues caused by the software product support team;
  • Monitors specific KPIs to ensure proper delivery of the business;
  • Participates in reviewing processes and workflow to diagnose areas for improvement;
  • Works with all parties involved on escalated customer support issues;
  • Assists in training of new processes, procedures, and tools;
  • Collaborates with HR and Operations departments on customer support issues;
  • Builds and sends updated reports to management team as required;
  • Designs and improves business processes;
  • Handles, monitors, coordinates, and manages all escalated cases;
  • Proactively proposes improvement plans where gaps are noticed.
  • Requirements / Desired skills and experience :

  • Proven experience in building and managing teams;
  • University degree in Computer Science or other technical discipline;
  • Excellent English verbal and written communication skills;
  • People management experience;
  • Excellent collaboration skills, strong team and relationship builder;
  • Highly motivated professional with a drive to succeed, who is able to influence others;
  • Customer-oriented, with strong negotiation skills;
  • Ability to efficiently manage time and keep track of multiple schedules and requirements;
  • Experience in operations, resource utilization, managing productivity.
  • Benefits :

    Be part of our hugely international environment; we are currently working with the Big customer, where you can have many opportunities to working oversea.

  • Competitive salary package based on skills and experience. We create great teams and take very good care of them;
  • Great opportunity to grow with the company;
  • Frequent staff activities and company parties;
  • Awesome social events and parties for employees;
  • Wear what you want, be your unique self at work;
  • FPT care health insurance provided by AON and is exclusive for FPT employees;
  • Annual Summer Vacation : follows company’s policy and starts from May every year;
  • Be supported when moving from HCM / HN / other cities to Danang city ( 100M VND) (for senior developer);
  • Be supported preferential buying an apartment of FPT Plaza (for senior developers) ;
  • Work Permit, Health Insurance and Relocation Assistance will be provided for expats.
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