Deskripsi Pekerjaan
Are you an experienced IT Service Delivery leader looking to make a significant impact across the Singapore and Malaysia markets? Acclivis Technologies and Solutions is seeking a dynamic Service Delivery Manager to spearhead our Workplace and End-User Computing (EUC) operations.
In this pivotal role, you will act as the primary point of contact for service excellence, ensuring that our infrastructure and support frameworks drive business efficiency. You will lead cross-functional teams, optimize service workflows, and champion innovation in EUC solutions to provide a seamless user experience. If you are passionate about technology operations, possess strong stakeholder management skills, and thrive in a fast-paced environment, we invite you to join our growing team.
Tanggung Jawab
- Oversee the end-to-end delivery of Workplace and End-User Computing services across Singapore and Malaysia regions.
- Drive operational excellence by monitoring KPIs, SLAs, and performance metrics to ensure 100% service uptime.
- Lead and mentor support teams to improve technical resolution times and overall customer satisfaction.
- Collaborate with cross-functional technical teams to implement and upgrade workstation, mobility, and collaboration tools.
- Manage vendor relationships and service contracts to ensure cost-effective and high-quality solution delivery.
- Analyze service trends and feedback to propose proactive improvements and capacity planning.
- Develop and maintain comprehensive documentation, including SOPs, service catalogs, and incident management procedures.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum 5-7 years of experience in IT Service Management or EUC leadership roles.
- Strong understanding of ITIL frameworks, with relevant certification (ITIL Foundation/Practitioner) being a distinct advantage.
- Proven track record in managing regional service operations across multiple geographies.
- Technical proficiency in Windows/macOS environments, O365, Active Directory, and endpoint management solutions (e.g., Intune, SCCM).
- Excellent communication, interpersonal, and stakeholder management skills.
- Ability to work under pressure and handle critical incident escalations with a professional, solution-oriented mindset.