Service Delivery Manager (Network/ Cisco) IFL
R
recruit express pte ltd
📍 orchard, central area, Singapore
Job Description
- Achieving committed SLAs, Operational Efficiency & CSAT/NPS
- Own the Customer Support process, driving quick resolution to customer-impacting issues. Maintain and develop a team of competent and technically talented problem solvers who can work independently and collaboratively with other functional groups.
- Establish and adhere to customer support case management practices, including meeting defined SLAs.
- Day-to-day customer support operations and team management, including overseeing and maintaining the Customer Support team's quality and direction.
- Work toward Service Desk or ISO related Certifications
- Develop and keep a well-organized team to effectively support business objectives while maintaining a highly productive work environment.
- Analyse, implement improvement and report on support metrics, business impact, customer impact, and team performance.
- Own escalated support issues support met...