Service Delivery Manager

• Drive client satisfaction to ensure the team is well prepared and acting as a cohesive unit, maintaining a positive company image in front of the client
• Play a leadership role for the given account with the appropriate governance
• Influence behavior of others without direct authority to drive operational excellence and achieve customer satisfaction
• Act as the highest point of accountability for incident and problem management and oversee service end-to-end delivery in a proactive manner versus a reactive one
• Execute a client touch point strategy to mitigate surprises at the client meeting through ongoing communication and informal touch points
• Manage to the Account Financial Plan (AFP) for fiscally responsible and delivering to the Service Level Agreement (SLA), thus avoiding penalties
• Run a daily ops call to ensure that we are running our clients’ business to a structured cadence, rather than variance

• Bachelor's degree in Information Technology, Management, Computer Science or relevant disciplines
• A minimum of 8 years’ experience in Internet related IT project management within a large scale technology environment (engaged in project with contract value over HK$15M)
• A good understanding of commercial context of industry and the vast range of IT operations and service offerings
• Able to manage capability related work and to drive a diverse team of employees and suppliers to deliver to the rigorous requirements
• Ability to successfully interact with varying levels of Group and client leadership
• Ability to work closely with other Capability’s and the Delivery director
• Positive attitude, fast-learning, energetic, able to perform in challenging environment
• A good team player with analytical & problem-solving skills, self-motivation and good interpersonal skills
• Good command of spoken and written English and Chinese

Classy Wheeler