Service Delivery Manager - Motion Industries Chullora

An excellent opportunity exists to join a large Industrial suppliers IT department and play a key role in delivering services Across Asia Pacific. As Service Delivery Manager, you’ll be accountable for end-to-end service performance and delivery, ensuring contractual commitments are met while driving continuous improvement across Service Desk, end user computing, Infrastructure, Security & cloud. Build and maintain strong relationships with vendors, managed service providers , customer stakeholders, acting as their trusted advisor. Ensure high levels of service delivery performance, aligned with contractual SLAs and KPIs. Drive service reviews, reporting, and improvement initiatives. Manage commercial obligations, including forecasting, reporting, contract adherence and run governance meetings. Collaborate closely with internal teams to resolve issues, plan enhancements, and ensure smooth service. Champion a culture of accountability, continuous improvement, and operational excellence.

Areas (KRA) Escalation Management: Act as the primary point of contact for customer and vendor/distributor escalations, ensuring timely and effective resolution of issues. Process Management: Develop, maintain, and optimize operational processes with updated flowcharts to enhance efficiency and clarity across teams. Documentation: Oversee the maintenance of as-built documentation, ensuring all system and project documentation is current and accessible. Proactive Monitoring: Manage health monitoring systems for proactive maintenance and issue prevention, ensuring system integrity and availability. Managed Service: Ensure managed services providers are meeting business and contractual obligations. Incident Management Oversight: Lead the High priority incident Manager to Lead the response to Priority 1 (P1 & 2) incidents, coordinating with technical teams and communicating effectively with customers during critical times. Reporting: Generate comprehensive monthly reports for customers and internal stakeholders on utilization, SLA performance, customer satisfaction, and other key metrics. SLA and Fault Reporting: Monitor and report on faults and the performance against Service Level Agreements (SLAs), initiating improvements to meet and exceed targets. Continuous Improvement: Plan, develop, implement, manage, and continually improve processes, procedures, service standards and tools for the efficient and effective delivery of services. Collaboration: Engage with technical teams to ensure BAU services are maintained, and incidents information is managed to customer expectations & service levels. Strategic Direction: Take ownership and provide strategic direction of operations teams that adapts to business demand and enables the use of technology to deal to business needs. Service Onboarding: Develop and maintain an operational service onboarding processes that enables new technologies to be integrated with I.T operational functions. Program Management: Work with Project managers and stream leads to plan and execute I.T operations projects in line with business strategy. Staff Development: Create development, training and career succession planning for direct reports and all sub reports. Staff Management: Create and maintain team member performance plans, development plans, monthly reviews etc. to be conducted in line with GPC’s standard policies. Service Now Administration: Maintain services & conducted upgrades to keep services current and supportable. CMD: Ensure the ServiceNow CMDB is maintained and accurate for all CIs and ensure continuous improvement processes and implemented. Change Management: Ensure change management process is implemented and maintained across business units, ensuring policies for all IT related changes are followed. Problem Management: Ensure IT related problem tickets are managed. Execute monthly reviews with Team leads ensuring problem tickets are treated with the correct priority and have the