Service Delivery ManagerfreeC's Client

Service Operations & Delivery

Supervise day- to- day AMS operations to ensure smooth service delivery and consistent business support.
Maintain alignment with service management standards and operational best practices.
Coordinate resources and monitor ongoing incidents, service requests, and change activities.

Incident & Request Management

Record, monitor, and manage incidents and service requests using ITSM tools.
Conduct preliminary investigations, identify root causes, and escalate issues appropriately.
Ensure all requests are handled and resolved within SLA timelines and properly documented.

Stakeholder Communication & Coordination

Provide clear and timely communication regarding service status, incident updates, and planned system changes.
Serve as the main point of contact between clients, internal IT teams, and delivery groups.
Participate in service review sessions, offering insights and contributing to improvement actions.

Governance, Documentation & Compliance

Maintain accurate operational documentation, including incident logs, change records, and standard operating procedures.
Support internal audits and prepare reports with relevant operational metrics and performance insights.

Continuous Improvement & Knowledge Sharing

Participate in testing and validation of new system enhancements or process updates.
Develop and maintain knowledge base articles and user training documentation.
Identify recurring service issues and recommend long- term solutions or process improvements.

Team Leadership

Foster a service- oriented mindset, ensuring the team consistently meets KPIs and delivers high- quality outcomes.
Supervise a team of AMS consultants, providing direction, feedback, and performance evaluation.

Requirements

Balanced, diplomatic approach in conflict resolution, with the ability to make assertive and practical decisions.
Excellent coordination, communication, and analytical skills.
Proven ability to build credibility with stakeholders at all levels and understand business needs in a service- driven environment.
Familiarity with ITIL principles and service management platforms such as ServiceNow, Jira, or Remedy.
Fluent in English (both written and verbal); proficiency in Vietnamese is an advantage.
Bachelor’s degree in Information Technology, Business, or a related discipline.
Demonstrated stability in career progression — frequent job changes are not preferred.
3–5 years of relevant experience in IT support or SAP AMS environments, ideally within managed services or outsourcing setups.
Basic technical knowledge of SAP systems (e.g., S/4HANA, SAP B1) and associated business processes.

Certification sponsorship: financial and training support for employees pursuing SAP professional certifications.
Mobile allowance and other operational support benefits.
Comprehensive health insurance plan provided by leading insurers (extendable to family members for permanent staff).
Regular training sessions conducted by regional experts.
Exposure to diverse, high- impact projects in a dynamic and collaborative environment.
Access to SAP Learning Hub, offering continuous learning opportunities and self- paced study materials for SAP- related technologies.
Competitive compensation package with performance- based bonuses and annual salary reviews.
Generous leave policy: up to 21 annual leave days, plus 1 birthday leave day and 3–5 additional days for year- end and New Year holidays.
Domestic and international business trips, with accommodations provided in 3–4- star hotels (single occupancy).

Cập nhật gần nhất lúc: 2025-10-24 17:15:03