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.
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.