Job Description

• To ensure that services are delivered in line with Service Description and all Service Level targets are achieved.
• Analysing operational metrics and working with technical delivery teams to identify and respond actively to trends, performance and capacity needs
• You focus on our customers, their key business issues and how to provide added customer value with consultancy
• Handling escalation, query phone calls and e-mails from customers regarding operational & technical issues related to hardware, software, and network
• Work with Senior Customer Service Manager to builds an action plan for improving the Customer Satisfaction Surveys if needed;
• Monitor and update customer on the status of high severity incident during problem solving stage. Follow up with post incident reviews and incident report to clients.
• Managing & tracking all aspect of SLA incidents and escalation
• Working and communicating with Senior Customer Service Manager to ensure the relevant services top off activities are being managed.
• Track and monitor medium to high complexity Change Request end to end
• Tracking and reporting on key process metrics, to ensure key partners are able to monitor the success of the Service Review Process and make informed, strategic decisions where appropriate
• Working with other teams and Team Leaders to ensure cohesion within unit and work flow progression;
• To take up the role of project coordinator when required, which includes Project progress update & reporting to team & management; create project plans including setting targets for milestones, adhering to deadlines and assisting with the definition of project scope and goals
• To take up any additional task related to projects
• Monitoring of efforts (incidents/man-days) consumed toward purchased allotments/allocations
• Ensure all reporting are prepared and sent on timely manner
• Excellent customer service skills that build high levels of customer satisfaction for internal and external customers
• Interpersonal skills and ability to oversee changes in a project management manner - a structured workflow, appropriate follow up of tasks, on time delivery and risk management;
• Able to perform internal and external correspondence efficiently;

Job Requirements

• IT degree graduated with a strong background in IT Service Delivery Management.
• Person with Managed Services or BPO background is appreciated.
• You should be able to work reciprocally with different infrastructure teams to understand IT process, operations task, service desk ticket analyses and capable of applying discernment to plan automations and develop. 
• Direct experience in service delivery management
• Has experience working with a team of customer service management team
• Highly skilled in process improvement techniques and reporting
• Excellent communication skills in English 
• Able to speak & read Chinese (to support Taiwan customers)
• Must have minimum 3 years project coordination experience.
• You are proficient with MS Office software programs, especially MS Excel, MS Power Point
• Effective in problems solving by rapidly working with all teams to identify their root cause and ensure workarounds or permanent solution are delivered under tight timing constraints
• Strong written and oral communications with a background of getting one’s message understood clearly by adopting different styles, tools and techniques appropriate to the audience and the nature of the information

Skills