Service Delivery Manager

Roles and Responsibilities

Overall Purpose of Rôle:

Participate in the daily operation and manage end to end service quality to meet contractual SLA/KPI and customer satisfaction

Key responsibilities

•Managing end to end service operation process and be responsible for the result

• Be responsible for business continuity management and crisis management

• Be responsible for interface with outside audit

• Establish SLA rules & WLA breakdown and responsible for SLA service quality control and management.

• Analyze process metrics, timely adjustment and optimization.

• Be responsible for continual service improvement, participate in operation optimization, statistics, and analysis, provides improvement and optimization plans, and implementation for presents plan.

• Managing operation security and compliance ;

• Generate operation weekly/monthly report

• Managing customer communication and custo...