Reporting to Country Head / Workplace Head, Service Delivery Manager is an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments. He/She is responsible for a subset of key services within the IT workplace domain, servicing AXA employees and agencies.

The ideal candidate would be responsible for the following:

• The role requires coordinating with customers, project technical resources, third party providers, and other stakeholders in supporting the planning, implementation and move to production of workplace related projects.
• Be the primary contact point for projects impacting your service area and ensuring service impact is minimised and agreed.
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed. Provide regular and accurate management reporting on IT Service performance.
• Drive quality reporting and provide visibility to stakeholders (Dashboard, reports…)
• Be accountable for the Quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.
• Manage and follow up workplace related third-party orders and deliveries.
• Track and steer costs made in context of workplace services. Identify opportunities for cost optimization and develop cost-comparison simulations.
• Take ownership of service quality complaints and collaborate with incident management teams for coordinating resolver teams, providing effective communication to stakeholders and drive post incident review.
• Manage client escalations and put improvements in place to prevent re-occurrence.
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner. Work with internal and third party teams to ensure actions are taken and completed to protect and improve services.

 The successful candidate should possess:

• Bachelor Degree in Mathematics, Engineering, Computer Science OR equivalent through experience
• Excellent customer service skills
• Outstanding organizational skills
• Excellent tracking, coordination and project planning skills
• Excellent communication & interpersonal skills to collaborate efficiently with: customers, technical Subject maters experts and third party providers
• Ability to understand complex systems and solutions
• Ability to translate business requirements into technical requirements
• Maintain big picture view and communicate in simple business terms
• Able to follow procedures and internal guidelines
• Ability to work independently and proactively. Must be able to work on multiple simultaneous tasks with limited supervision
• Experience of agile environment (product teams)
• Quick learner, motivated self-starter
• Able to work in a global team and in a multi-cultural environment

We offer excellent career prospects and attractive remuneration package to the right candidates. Interested parties, please send your detail resume with present and expected salary to us.                           

If you have any queries on this position, please feel free to contact us through email. All personal data collected will be treated in strict confidence and used solely for recruitment purpose. All applicants’ information will be destroyed after 12 months.