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Service Delivery Manager

Manila, National Capital RegionFull-time
About the Job
We are looking for a Service Delivery Manager to coordinate across all delivery teams to ensure the successful delivery of each release/service.

Job Requirement and Qualification:
  • Bachelor's degree in a Business-related field.
  • 3+ years experience in customer service and front desk.
  • Good IT skills and the ability to use business support software.
  • Strong customer service, communication- and quality control skills.
  • Excellent tracking and customer service skills.
  • Strong teamwork skills and attention to detail. 
  • Excellent communicator, both verbal and written.

Job Roles and Responsibilities:
  • Coordinating across all delivery teams to ensure successful delivery of each release/service.
  • Major Incident ownership from designation through to resolution, including Incident Report completion.
  • Ensure tickets/requests are raised with required documentation and follow defined Software Development Life Cycle processes.
  • Ownership of Problem Management when impacting the Service including third-party vendors.
  • Participation in the Change Management process when the Service is affected by assessing risk impacts.
  • Monitoring of SLAs to ensure adherence • Liaise, coordinate and prioritize activities with Client, 3rd Parties, and L2 resources during EoP processing.
  • Assigning and monitoring Level 3 backlog, defects, and enhancements.
  • Prepare, collate and submit/present defined KPIs and statistics.
  • Ensure consistent communication internally and externally.