# Service Delivery Manager, Operational Security, Asia Pacific

**Company:** [Control Risks](http://jobs.workable.com/companies/1eXXHxeg9VjpNhhwFSwcCW.md)
**Location:** Singapore, Singapore
**Workplace:** hybrid
**Employment type:** Full-time
**Department:** Operational Security

[Apply for this job](http://jobs.workable.com/view/54812112-ba33-4cd6-82fa-a34ea93ff853)

## Description

The Service Delivery Manager will be responsible for overseeing the successful delivery of services for a large regional Asia Pacific client. This role involves managing a team, coordinating resources, collaborating with various stakeholders to ensure seamless service delivery and to ensure all service level KPIs are met or exceeded.

**Responsibilities:**

1\. Client Relationship Management:

-   Build and nurture strong relationships with clients.
-   Conduct regular meetings to understand client needs and expectations.
-   Act as the primary point of contact for addressing client concerns and inquiries.

2\. Service Delivery Oversight:

-   Develop, implement, and optimize service delivery processes and procedures.
-   Monitor service performance against established SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
-   Identify opportunities for process improvement and efficiency.

3\. Team Management:

-   Lead and manage a team of service delivery professionals.
-   Provide coaching, mentoring, and performance feedback to team members.
-   Collaborate with HR for recruitment, onboarding, and training of new team members.

4\. Resource Allocation:

-   Allocate resources effectively to meet service delivery objectives.
-   Work with resource managers and other departments to ensure adequate staffing levels.
-   Manage workload distribution among team members.

5\. Quality Assurance:

-   Implement and oversee quality control measures to ensure service excellence.
-   Conduct regular reviews and audits of service delivery processes.
-   Develop and maintain quality standards and guidelines.

6\. Problem Resolution:

-   Address and resolve issues or escalations in a timely manner.
-   Collaborate with technical teams and other stakeholders to identify and implement solutions.
-   Develop and implement preventive measures to minimize recurring issues.

7\. Reporting and Analysis:

-   Generate regular reports on service performance, trends, and key metrics.
-   Analyze data to identify areas for improvement and provide insights.
-   Prepare and present reports to senior management and clients.

8\. Continuous Improvement:

-   Proactively identify opportunities for process improvement and optimization.
-   Implement best practices to enhance service delivery efficiency.
-   Foster a culture of continuous improvement within the service delivery team.

9\. Contract Management:

-   Collaborate with the sales and legal teams to ensure service delivery aligns with contractual obligations.
-   Participate in contract negotiations and provide input on service-related terms.
-   Monitor contract renewals and changes.

## Requirements

Required:

-   A Bachelor's degree in a Business-related field.
-   At least 4 - 6 years of relevant work experience.
-   Experience in customer service, leadership or business development.
-   Advanced computer skills and the ability to learn technology quickly.
-   Resource planning and budget management experience.
-   Experience in a Client facing role.
-   Strong teamwork skills.
-   Attention to detail.
-   The right to work in Singapore.

Preferred:

-   PMP certification.
-   Experience in corporate security.