7 January 2021

Our client is seeking a strong Service Delivery Manager to lead and manage their IT performance and availability for CRM application.

Mandatory Skill(s)

  • Degree in Information Technology, Information Systems or Computer Science;
  • At least 5 years of relevant hands on experience in CRM implementation, customizations and support;
  • Experience in Java and SQL;
  • Experience in Stakeholder management, Vendor management, Incident & Change management, Risks and Issue Management;
  • Must be result oriented and ensure that Service Level Agreements are met and proactively suggests in service improvements;
  • Team player with good communications and interpersonal skills;
  • Ability to maintain high level of initiative, think out of the box and to work independently.

Desirable Skill(s)

  • Knowledge in ITIL.

Responsibilities

  • Manage the overall application related matters for the organization\’s CRM application;
  • Work closely with other IT team and vendor relationship to ensure the overall service delivery as per Service Level Agreement (SLA);
  • Responsible for risk management, issue management, incident management and overall escalation/ risk mitigation of overall services;
  • Provide KPI reporting and data trends analysis on incident and problem ticket metrics for service improvement;
  • Keep all stakeholders updated and proposed any improvements continually;
  • Identify and prioritize the root cause of issues and check that they are resolved in timely manner;
  • Take on hands-on role by managing urgent, escalated and complex incident issues;
  • Propose solutions to meet the end user requirements;
  • Collaborate with vendor to develop and / or enhance existing programs to provide a better customer experience;
  • Perform interface/integration mappings;
  • Test and debug programs, ensuring necessary changes are implemented and documented;
  • Ensure that solutions are delivered in accordance with requirements and compliance standards;
  • Assisting business users in performing user acceptance testing for successful system implementation and support related activities;
  • Document and conduct end-user training.
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