What are the responsibilities and job description for the Service Delivery Manager position at CHANEL?
About The Role
This role is part of the Singapore Technology and Digital Services team and has a specific focus on ensuring the delivery of technology services, including application and infrastructure, to our export markets in Southeast Asia that are managed by the Singapore business (e.g. Indonesia, Philippines etc.).
The role will work with the Local IT teams of the respective markets to manage and improve existing IT services provisioned at Global and Regional levels by both internal and external service providers. The role is expected to oversee the quality of service in designated countries to maintain SLA and ensure business and user satisfaction.
The role will lead information security enforcement and remediation activities as led by the Global and Regional Information security teams.
The role will also be expected to scope, plan and deliver projects (with project consultants, service providers, and Local IT) that are originating from Global and Regional IT, and / or requested by Regional and Local Business Leaders.
The role is part of the APAC SDM Community and responsible to ensure compliance to global and regional standards, processes and procedures, applicable to Singapore and our export markets in Southeast Asia.
Excellent stakeholder management skills are necessary for the person to be successful in this role. To be successful in interacting with the business and the various IT teams delivering the challenging initiatives, it is essential to have effective and efficient communication skills.
What Impact You Can Create At Chanel
Service Management
- Manage incidents, problems, in country end user computing support team, and offshore support vendors.
- Review change execution and result impacting the market you are responsible for, understand failed changes and their impact, suggest improvements to avoid unnecessary business impact.
- Owner of the market’s incident, support and escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
- Take ownership of major incidents with support of the Major Incident Manager to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed. Define, shape, and generate reports on key metrics and KPIs.
- Accountable for the quality of service and performance provisioned to the market; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
- Maintain high level of customer satisfaction and work with relevant teams to implement service improvement plans, reporting on implementation against agreed Service Improvement Plans (SIPs), and support coordination of proposed actions.
- Build and maintain relationships with internal customers and other stakeholders to discuss service levels and service improvement opportunities.
- Manage and maintain IT hardware and software asset inventory.
- Implement and manage service delivery management projects led by global and regional teams.
- End to end ownership of application incident and request tickets, working with regional application teams and local IT teams to resolve; details of troubleshooting and resolution should be handled directly by regional application teams with hands-on input from local IT teams as needed.
- Liaise with internal and external solution delivery and support partners to ensure local IT manager can maintain the health of local and regional applications in market and timely support to address incidents.
Project Delivery
Budgetary and Performance
Security and Data Protection
Audit
Automation
Other Works As Assigned
You are energized by :
What You Will Bring
What Chanel Can Offer You
At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.
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