Overview
Service Delivery Manager Jobs in Communauté urbaine de Douala, Littoral, Cameroon at Beijing Foreign Enterprise Management Consultants Co.,Ltd.
Title: Service Delivery Manager
Company: Beijing Foreign Enterprise Management Consultants Co.,Ltd.
Location: Communauté urbaine de Douala, Littoral, Cameroon
- Participate in the daily operation and manage end to end service quality to meet contractual SLA/KPI and customer satisfaction
- Managing end to end service operation process and be responsible for the result
- Be responsible for business continuity management and crisis management
- Be responsible for interface with outside audit
- Establish SLA rules & WLA breakdown and responsible for SLA service quality control and management.
- Analyze process metrics, timely adjustment and optimization.
- Be responsible for continual service improvement, participate in operation optimization, statistics, and analysis, provides improvement and optimization plans, and implementation for presents plan.
- Managing operation security and compliance;
- Generate operation weekly/monthly report
- Managing customer communication and customer satisfaction
Knowledge & Skills
- Have a good command of the principles of incident, problem, change, Configuration, and the service level management process
- Have good knowledge about business continuity management and crisis management
- Have a preliminary command of function design methods for ITSM process modules. Have a proficient command of all activities, forms, execution principles, and KPI design methods involved in the event management process.
- Advanced skills in managing service quality and continual service improvement
- Working knowledge of managing SLAs/Service Catalogue
- Good analytical and organizational skills;
- Good communication skill, be able to organize relevant person to do the change, problem and incident.
- Language: French & English; Other requirement: ITIL certification is preferred
Experience /education requirements
- Bachelor’s/ Advanced degree
- 5 to 8 years of experience in service delivery management, operation management domain etc.