SLA Manager |
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Reference | |
Job Type | Full-time |
Job Status | Sourcing |
Date Posted | Oct18,2014 |
Location | Singapore |
Duration | |
Company Information |
Website: http:// |
Job Description | SLA Manager
Education / Experience: · Degree in Computer Science / Engineering or equivalent
· 5 to 8 years working experience in related IT field, notably in IT Infrastructure projects design, implementation and maintenance support
Job Description:
· Own, define and implement processes and methodologies for: · support and maintenance operations of turn-key IT projects, in accordance to SLA contracts · service desk and help desk operations in accordance to SLA contracts · proper project handover from implementation phase to maintenance phase · Own and implement the IT tools used by service desk, help desk and support / maintenance delivery organisation · Lead, supervise and co-ordinate the maintenance team during the handover of project from implementation phase to maintenance phase; to ensure proper handover · Prepare submission and quotation for the support and maintenance portions of tenders issued by customers · Regularly review the performance metrics of the support delivery to ensure that they are within the KPIs of the SLA contract · Ensure quality of maintenance services are performed to the agreed SLA · Build services relationships with customers · Provide reports to an agreed schedule (or on request), including management and performance reports · Attend client service review meetings, management meetings; areas covered will include incident management review, performance reports, service improvements, quality and processes
Skill sets:
· PMP, ITIL Certification or equivalent preferred · Good leadership qualities and the ability to multitask is important to the role · ITIL Service Delivery qualification is desirable · Sound knowledge in IT Project Maintenance methodology · Strong inter-personal and communication skills · Effective customer handling skills EA License NO: 07C5567
Interested send your updated resume at pmit@enggsol.net |
How to Apply | |
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