Senior Service Delivery manager

Job Description

Req ID: 101648

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Senior Service Delivery manager to join our team in Singapore, Central Singapore (SG-01), Singapore (SG).

Responsibilities:

• 6-10 years professional experience in Application Management Services( AMS ) in L1, L2 and L3 support .
• Key strengths include providing production application support service by efficiently managing team of analysts supporting~100 suite of applications.
• Implement Knowledge Management to improve FSR (First Solution Rate) of the team (~95%) and Problem Management to reduce incoming volumes (40% reduction).
• Designing service improvement plans for the teams to reduce the incoming volumes and improve end user experiences.
• Operations management to improve customer/stake holder satisfaction by continuous engagement and services improvements.
• Have good experience in service transition, resource management, risk management, client engagement& Cost model management/preparation. Identification, resolution &escalation of risks and issues, end user experience management and change management.
• Successful implementation of ITIL standards, procedures and processes to improve ticket quality, end user expectations and service improvement.
• Experience in handling multicultural teams across geographies
• Proven track record working with senior management and department heads to assess and institute company-wide technical support policies and procedures.
• Ability to build strong working relationships with coworkers.

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.