Assistant Service Delivery Manager

Key Responsibilities

1. Customer Relationship Management

Serve as the primary contact for NTUC Health, and Singapore Power, addressing all queries, including fault reports and change requests.

Build and maintain strong, trust-based relationships with these key customers to foster loyalty and long-term partnerships.

Act as a customer advocate within Company, ensuring their needs are represented and prioritized.

Conduct Quarterly Business Reviews (QBRs) to present service performance, including fault and change request reports, while gathering feedback to improve service delivery

2. Project Management

Hold shared revenue target for projects related to NTUC Health and Singapore Power.

Oversee end-to-end service delivery for projects related to NTUC Health, and Singapore Power, from planning to execution.

Clearly communicate deliverables, KPIs, milestone checks, and measurable outcomes to all stakeholders.

Create a detailed project organizational structure and responsibility matrix to ensure clarity of roles.

Develop comprehensive Project Plans, including:

o Scope of Work: Clearly defined deliverables and boundaries of the project.

o Schedule: Timelines, milestones, and key deadlines.

o Communication Plan: Channels, frequency, and methods for updates and stakeholder engagement.

o Quality Control Plan: Standards and processes to ensure project quality.

Collaborate with internal teams (e.g., sales, product, engineering, and BizIT) to ensure seamless project implementation.

Track project milestones, ensuring timelines and budgets are met without compromising quality.

Identify risks and develop mitigation plans to address potential issues during project execution.

Provide regular updates to customers on project progress and address any concerns proactively.

3. Incident and Change Management

Manage fault reports and coordinate internal teams to resolve issues promptly for key customers.

Handle customer change requests, ensuring alignment with agreed SLAs and timely implementation.

Compile and analyze monthly fault and change request reports, presenting insights and identifying trends.

4. Service Improvement and Upselling

Identify opportunities to enhance current service offerings for NTUC Health, and Singapore Power, recommending solutions to address gaps or evolving customer needs.

Collaborate with sales teams to identify and drive upselling opportunities based on customer feedback and operational requirements.

5. Reporting and Documentation

Maintain comprehensive records of customer interactions, project milestones, fault resolutions, and change requests.

Provide actionable insights from customer feedback and project outcomes to drive continuous improvement.