systemsGo is growing rapidly and currently seeking an experienced Service Delivery Manager who enjoys service delivery of our high-quality IT solutions to new and existing clients.

We value self-motivated, enthusiastic professionals who get excited about the excellent professional services for our clients. You should be dependable, curious, and welcome new challenges.

systemsGo is recognized for consistent high quality IT solutions combining local awareness with the ability to communicate with IT HQ staff abroad and implement global IT standards in a local context.

Our experienced Service Delivery team, our well-honed business model and our strong understanding of assisting foreign companies in Asia ensures satisfied clients, repeat business and referrals.

Responsibilities
1) Service Line Management
Oversee combined operations of field engineers and centralized support center
Establish and maintain unified service delivery models, deliverables and processes.
Manage support center operations to ensure SLA compliance.
Review sales proposals for feasibility, accuracy, risk, quality and price.
Assist with major sales proposals & presentations.
Coordinate FTE backfill processes with external resource teams
2) Management of Services Operations

Establish and maintain service delivery processes – in conformance with ITIL standards, adapted to systemsGo-specific service lines and business model.

Recruiting, supervision, mentoring and performance management of a group of Engineers & Consultants
Make decisions on assignments & scheduling, handling engineer absence, assignment of alternates etc.
Ensure that delivery processes are documented, communicated and followed.
Monitor quality standards and implement quality improvement processes.
3) Client Satisfaction
Manage service delivery relationship with a group of clients.
Monitor client satisfaction.
Escalation point for service delivery issues.
Participate in periodic service reviews.
Direct relationship with senior client personnel.
Review contract status and invoices.
4) Pre-sales Consultant
Collect business and technical requirements from customers and design solutions to satisfy these requirements.
Train and mentor other consultants to develop the skills and experience necessary to lead similar engagements.

Provide feedback and suggestions on pre-sales process (example: how to better qualify opportunities) in order to improve efficiency and winning rate.

5) Revenue & Profitability Targets
Track profitability of the section, clients/contracts and individual engineers.
Ensure that charge rates are set at optimum levels and discounts are limited
Monitor service delivery staff performance and ensure that billable hours exceed target levels.
Identify and implement ways to increase revenue and improve profitability.

Requirements
Proven experience in working in a Service Delivery/Service Management capacity.
Good understanding of business planning, P&L analysis.
Strong problem solving and communication skills between sG and clients.
Able to multi-task efficiently under time pressure.
Business level skills at using MS Word, Excel and Outlook.

Language
English – Both written and spoken fluency
Japanese – Business Level

Required Attributes
Communication – Strong interpersonal and communication skills with a customer service focus
Relationship Management Skills – Able to manage good relation with customers and technical teams
Detail Oriented – Work in a consistent, methodical fashion, and always pay attention to detail with concern for quality results
Planning – Able to gather information on requirements, constraints, resources, schedules etc. and prepare plans to guide successful incident closure
Teamwork – Work effectively in teams. Collaborate with others towards shared goals. Assign/delegate tasks effectively.
Leadership – Ability to firmly lead teams and seek direct reports
Productivity – Able to work unsupervised. Focused on results. Effective time management. Good work load management. Self-motivated and motivating others.
Reporting – Able to create regular support reports and communicate them to the client on a regular basis

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