Manager, Service Delivery and Deployment

1 Position

Department: Core Banking System and Applications Management

Application Deadline: 2022-07-29

Develop work plan for service delivery team;
Manage day-to-day operation of service delivery and team
performance;
Manage and monitor on the escalation process to next level
Support & Set specific customer standard;
Manage and monitor of the response and resolution SLA on
incident and service request to ensure meet with agreed SLA;
Prepare internal control report that align with key risk
indication;
Measure of team work and customer satisfaction report;
Help service delivery team with problem solving to ensure
effectiveness and efficiency of working;
Analyst the root cause of incident in order to provide solution
and moving to next level support;
Troubleshooting and provide correct analyst action;
Follow up with customer to identify area of improvement;
Ensuring customer service is timely and accurate;
Develop daily , weekly, monthly reports in order to produce
more productivity of service delivery team;
Provide customer feedback to appropriate internal team and
developer;
Develop service request and process flow enhancement to
provide better customer experience.

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