Service Delivery Manager (Network/ Cisco) #IFL

RECRUIT EXPRESS PTE LTD

Singapore, Singapore
Achieve committed slas and operational efficiency
Manage customer support team independently
Implement itsm platforms like servicenow
The role involves owning the customer support process to ensure quick resolution of issues while maintaining high CSAT/NPS scores

Job Summary

  • The role involves owning the customer support process to ensure quick resolution of issues while maintaining high CSAT/NPS scores.
  • Candidates must establish and adhere to case management practices, including meeting defined SLAs and developing a competent technical team.
  • The position requires analyzing support metrics, creating internal documentation, and evolving critical processes to scale customer value.

Matching Summary

Match Score: 85

The role involves owning the customer support process to ensure quick resolution of issues while maintaining high CSAT/NPS scores.

Skills & Requirements

Must-have

  • Achieve committed SLAs and operational efficiency
  • Manage customer support team independently
  • Implement ITSM platforms like ServiceNow
  • Maintain ISO and Service Desk certifications
  • Develop internal documentation KEDB KMDB

Nice-to-have

  • Strong multi-tasking and time management skills
  • Proven track record in establishing new processes
  • Ability to drive continuous improvement initiatives
  • Experience with escalation and issue management

Key Requirements

  • 3 years relevant industry experience
  • ITIL Foundation v3 or v4 certification
  • Experience with ITSM Platforms (ServiceNow, Remedy)

Work Rights

Not specified

Tailored Resume

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