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IT Service Delivery Manager
eTown 5 Building, 364 Cong Hoa, Tan Binh, Ho Chi Minh
Tech stack
Thông tin công việc
Mô tả
The Service Delivery Manager is the primary point of contact between the client, account team, ServiceNow delivery center, as well as responsible for oversight of all project deliverables and activities necessary to enable development and delivery of best-in-class processes and tool functionality. They possess practical business and IT experience gained from years serving the ServiceNow needs of multiple customers across many industry verticals.
Key Role Functions
• Primary or First point of escalation
• Involved in operational calls
• Project and planning resources
• Working as Project Manager or working closely with Project Managers related to Projects
• Participate in key meetings such as Governance meetings
• Manage project communications
Responsibilities
• Oversees staffing resources and training requirements
• Serves as the lead liaison with client, business unit organizations and DXC members
• Manages compliance of staff to TESM and Customer Security Policies and Procedures
• Manages resource allocations to Incidents/Requests
• Escalation for Support Incident and Requests
• Ensures that Teams are structured so that an Incident/Request that cannot be supported by Level 1 will seamlessly move to Level 2 and beyond to Level3 (Architecture)
• Designs and enforces Support standards and best practices
• Coordination of release schedules with Client
• Oversee the creation, planning and release management
• Responsible for coordinating environment cloning
• Defines and enforces Customer Support Standards and how they interact with DXC Support Standards
• Familiarize DXC team with the process followed for support
• Share historical support requests data and analysis outcomes with the team
** Working from home is applicable. Candidates in other provinces may apply.
** Please note that only shortlisted candidates will be contacted.
Yêu cầu
Bachelor's Degree in Information Technology/Computer Science or relevant.
7+ years in Project Management
5+ years in IT Service Management
2+ years in ServiceNow is preferable
Certifications :
• ITIL Foundation V3 Certification
• ServiceNow Certified System Administrator
• PMP
Languages
English – Oral and Written Proficiency
Thông tin khác
healthcare plan for you and your family
Training online and offline
onshore working
Nơi làm việc
- eTown 5 Building, 364 Cong Hoa, Tan Binh, Ho Chi Minh