Service Delivery Manager

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VNG Solutions is a subsidiary of VNG Corporation, a reputable Vietnamese provider of IT services and technology on a global scale. With its key markets in the Middle East, the US, and Europe, VNG Solutions&039;s headquarters in Vietnam is dedicated to providing enterprise- level services and empowering customers and society to advance decisively into the digital future.
VNG Solutions provides top- notch services while strictly adhering to international standards. We remain in the public eye as experts in "the next big technologies”. VNG Solutions will provide you with a creative environment with an emphasis on B2B services, where you will have the opportunity to foster your abilities and learn about various technologies to advance your career.
The Service Delivery Manager (SDM) is the primary point of contact responsible for the overall delivery and customer satisfaction of managed services engagements for assigned accounts. The SDD develops a “trusted advisor” relationship with their partner Customer Manager and develops and leads the overall ongoing operational management for the VNG Solutions at the Customer’s site. This is a key role with both customer- facing and internal management responsibilities.

Ensure client renews and extends their contractual relationship with VNG Solutions.
Develop an excellent working relationship with the client and become a “trusted advisor”.
Maintain a high level of client satisfaction with VNG Solutions products and services.
Ensure a single point of accountability for the success of the Managed Services organization with our customers
Provide Service Delivery Governance to meet customer needs while using resources optimally and efficiently to deliver the required services
Interface at the highest levels both internally and with Client teams.
Develop a product usage roadmap with the client to ensure that they achieve their business goals and derive maximum benefit from their investment in VNG services.

Responsibilities:

First point of contact in case of any dispute with the customer. It is the SDD/COM who is responsible for raising any escalation to management in either organization.
Oversight of all functional support and development activities under the Managed Service engagement
Responsible for planning and scheduling short and medium- term activities under the engagement including the use of standard project management tools and communication tools such as Word, Excel, Project, and Visio.
Oversight of all operational activities under the Managed Services engagement.
Responsible for maintaining and updating the Governance Plan.
Periodic travel may be required
Responsible for maintaining a staffing plan for the engagement and engaging resource managers as necessary.
Oversight of all staff assigned to the managed services engagement including sub- contractors and offshore divisions.
Responsible for P&L targets on engagements to targets established.
Responsible for clarity of communication of expectations, obligations, and requirements both across the team on- site and with the team offshore.
Responsibility for clarity of communications on expectations, obligations, and deliverables to the customer.
Oversight of the managed services engagement at the client
Working with the Customer Operations Manager (COM), responsible for the overall health of the relationship with the customer.
Working with the Client, develop a roadmap for the evolution of the Clients use of the enterprise software aligning with their business needs and direction.

Yêu cầu công việc

50% travel
7+ years of professional experience in an operations management role supporting enterprise software.
5+ years of experience in delivery management and consulting of multiple concurrent and/or large accounts.
3+ years of experience leading internal teams managing performance and aligned staffing to achieve results
5+ years of experience handling complex topics to a variety of audiences with clarity appropriate to their seniority.
5+ years of professional experience in supporting enterprise software.
PMP (Project Management Professional) and ITIL v4 foundation certification is a plus.

We hope VNG is a place where you build your career. Whether you want to pursue to be a manager or focus on professional development, we acknowledge and appreciate your talents. Therefore, we open up to you more promotion opportunities in VNG, and designed program to help you succeed in every single career path.
NO SUIT, NO TIE:
At VNG, we do not have many rules because we respect you and want to make comfortable atmosphere to help employees perform their jobs well.

Be showed your best: VNGers like to "mortification" with the group games such as: Fansipan climbing, waterfall rafting, go over heat mats; there activities not only are tightening friendship, but also practice their bravery.

NO RANK At VNG, members are encouraged to contribute ideas and debate with the others.

NO BARRIERS: Office of VNG is an open space because we always try to remove all barriers to help members easily shares with each other.

Being a big family: Like a gift for family day. A party for the kids. We know how much your family matters.

NO "OFFICE": Office is like your home. You can hang paintings, plant trees, even feed aquarium on the desk.

Company “pay” for you: Lunch, parking, swimming, learning English or gym for free and you know you are really in care.

Be explored: Ph.D., un- academic guy, bookish girl, fashion designers ... VNGers are different and this diversity makes life more colorful.

GAMING:
Even if you do not make the game, stealing beans in the boss’s garden or versusing with your colleagues in a sword competition play online is also an interesting way to relax.
Changing the world:
Creating an entertainment channel, building a social network and developing a game. On the Internet world, every single thing you did can change the lives of many people.

Let’s join VNG to share our mission: &039;MAKE THE INTERNET CHANGE VIETNAMESE LIVES&039;

Cập nhật gần nhất lúc: 2024-08-07 22:05:02