DUTIES AND RESPONSIBILITIES

• Facilitate the creation, evaluation, and negotiation of Service Level Agreements (SLAs) to ensure alignment with customer requirements.
• Translate customer requirements into operational instructions for Service Delivery teams.
• Manage service delivery performance, ensuring quality services are delivered in accordance with agreed SLAs.
• Handle customer escalations, incidents, and service requests, providing timely updates and resolution.
• Build strong client relationships, analyze customer feedback, and develop improvement plans to address issues and optimize service delivery.

QUALIFICATIONS

• Graduate of Bachelor’s degree in IT, Computer Science, Engineering, or related field.
• At least 2 years of experience of being technical support engineer is preferred
• At least 2 years customer facing service delivery management or project management experience is preferred
• Fresh grads are welcome to apply
• Work related experience performing ICT Project Management and/or Service Management is preferred
• Basic ICT Knowledge covering network and information security an advantage
• ITIL certified