SERVICE DELIVERY MANAGER, ASIA PACIFIC

Job Summary

Job Description

• Accountable for service delivery of medium to high complexity contracts
• Accountable for an account portfolio with a TCV > £ 20 million
• Typically, services delivered in Region or Global
• Typically manages a single LoB e.g. MDS, ITS or multiple LoB
• Responsibility for maintaining IT Services provided by Ricoh and maintaining customer performance individually and as part of a team as agreed by the Service Delivery Manager:
o Management of engineers to resolve incidents to achieve the SLA.
o Control costs in line with set budget.
• Working through engineers to ensure that IT Service responsibilities are delivered to agreed service levels.
• Ensure change management, incidents and project work are scheduled or undertaken to ensure that all agreed timescales and Service Levels are met.
• Monitors all facets of the Managed Document Services (MDS) program to ensure that performance standards are maintained and customer requirements (contracted service levels) are consistently met
• Engages company and/or 3rd-party resources to provide proactive maintenance, as well as ongoing maintenance to ensure Service Level Agreements are met
• Acts as a supporting liaison to outside contractors for performance issue management
• Monitors the just-in-time (JIT) parts and supplies procurement and distribution program, as well as an on-site inventory of key parts and supply items
• Monitors Call/Support Centre activity to ensure service response requirements are met.
• Coordinates, tracks and reports machine moves, machine removals and new machine installations
• Tracks machine lease expirations and/or projected end of service life dates, as required
• Manages the collection of periodic meter readings, including review and validation
• Maintains contract database accuracy for any database in use and generates/distributes appropriate periodic reports
• Acts as a liaison for the customer in all matters concerning the fleet
• Engages with customer’s facilities team, IT group, etc. to ensure proper implementation and post-installation support is provided
• Conducts periodic customer satisfaction surveys to include Key Contact and End User surveys. Provides summary, analysis and action plan for all survey results
• Analyses fleet utilization to ensure that each machine’s capabilities match the requirements of its actual use. Works with the Managed Document Services Specialist (MDSS) to recommend on going fleet optimization through machine deployment, machine replacement, user training, etc.
• Reports progress and performance versus MDS Strategy to customer and Company at agreed periods, including devices reports, Service Level Agreement performance and any customer specific reporting requirements
• Provides ongoing feedback for further strategy development, enhancement, correction and deployment of strategy
• Provides Service Improvement Plan to customer to remediate issues
• Provides metrics and trend reporting to the Sales Team in support of the Annual Customer Strategy and Quarterly Review process
• Overseas travels are to be expected
• Performs other duties as assigned
• Regular reporting and communicating with Global teams in other regions
• Managing of virtual teams in Asia Pacific countries
• Provide accurate time sheets

Education

Skills

• Minimum 2 years working experience in Service Delivery
• Self motivated and hardworking
• Excellent presentation, negotiation and demonstration skills
• Experience, interest and ability to work effectively and patiently with people from various diverse cultural backgrounds in particular where they possess varying levels of English communication.
• Ability to lead virtual teams in environments that are challenging due to the distance and lack of face to face communication.
• Strong and empathetic leadership needed to carry this type of team.
• Ability to identify issues, formulate service improvement plans and drive results based on plan whilst keeping stakeholders informed.
• Ability to work and make effective decisions independently and use good judgment as to when others should be involved. This is important as the central team are not online during the AP working day.
• Sufficient knowledge and experience working in IT support to be able to understand engineers’ challenges, advise engineers appropriately and communicate effectively with remote teams.
• Ability to manage multiple issues and risks concurrently, identifying what is important / critical and give it priority.
• Demonstrates flexibility and does what it takes to succeed, with strong ownership and follow-through.
• Ability to manage stakeholders and communicate professionally with the direct and indirect client(s), often about difficult topics where initially stakeholders on all sides will not immediately see eye to eye.
• Resilient, accountable, approachable, and responsible.
• Highly innovative and strong on problem solving.
• Assertively able to push back and successfully manage conflict.
• Exhibits a strong coaching style and ability to encourage virtual team members to become self-sufficient.
• Possesses excellent communication skills; is strong on both listening and questioning.

Desirable Technical and Procedural Experience:
• Typically ISEB Accreditation in Service Management
• Able to demonstrate significant experience of leading and managing teams, preferably within a service delivery environment but not necessarily.
• ITIL certification
• Significant competency in managing and progressing teams of team leaders and technical staff.
• Able to demonstrate a breadth and depth of knowledge of Service Delivery Management standards and practices.
• Experienced in managing integrated end user services with a focus on desk side services within a multiple vendor environment.
• Ability to understand customer contracts and manage resource to satisfy them