Service Delivery Manager

freeC's Client

Service Operations & Delivery

• Supervise day-to-day AMS operations to ensure smooth service delivery and consistent business support.
• Coordinate resources and monitor ongoing incidents, service requests, and change activities.
• Maintain alignment with service management standards and operational best practices.

Incident & Request Management

• Record, monitor, and manage incidents and service requests using ITSM tools.
• Conduct preliminary investigations, identify root causes, and escalate issues appropriately.
• Ensure all requests are handled and resolved within SLA timelines and properly documented.

Stakeholder Communication & Coordination

• Serve as the main point of contact between clients, internal IT teams, and delivery groups.
• Provide clear and timely communication regarding service status, incident updates, and planned system changes.
• Participate in service review sessions, offering insights and contributing to improvement actions.

Governance, Documentation & Compliance

• Maintain accurate operational documentation, including incident logs, change records, and standard operating procedures.
• Support internal audits and prepare reports with relevant operational metrics and performance insights.

Continuous Improvement & Knowledge Sharing

• Identify recurring service issues and recommend long-term solutions or process improvements.
• Participate in testing and validation of new system enhancements or process updates.
• Develop and maintain knowledge base articles and user training documentation.

Team Leadership

• Supervise a team of AMS consultants, providing direction, feedback, and performance evaluation.
• Foster a service-oriented mindset, ensuring the team consistently meets KPIs and delivers high-quality outcomes.

Requirements

• Bachelor’s degree in Information Technology, Business, or a related discipline.
• 3–5 years of relevant experience in IT support or SAP AMS environments, ideally within managed services or outsourcing setups.
• Familiarity with ITIL principles and service management platforms such as ServiceNow, Jira, or Remedy.
• Basic technical knowledge of SAP systems (e.g., S/4HANA, SAP B1) and associated business processes.
• Excellent coordination, communication, and analytical skills.
• Proven ability to build credibility with stakeholders at all levels and understand business needs in a service-driven environment.
• Balanced, diplomatic approach in conflict resolution, with the ability to make assertive and practical decisions.
• Fluent in English (both written and verbal); proficiency in Vietnamese is an advantage.
• Demonstrated stability in career progression — frequent job changes are not preferred.

• Competitive compensation package with performance-based bonuses and annual salary reviews.
• Comprehensive health insurance plan provided by leading insurers (extendable to family members for permanent staff).
• Mobile allowance and other operational support benefits.
• Generous leave policy: up to 21 annual leave days, plus 1 birthday leave day and 3–5 additional days for year-end and New Year holidays.
• Access to SAP Learning Hub, offering continuous learning opportunities and self-paced study materials for SAP-related technologies.
• Certification sponsorship: financial and training support for employees pursuing SAP professional certifications.
• Regular training sessions conducted by regional experts.
• Domestic and international business trips, with accommodations provided in 3–4-star hotels (single occupancy).
• Exposure to diverse, high-impact projects in a dynamic and collaborative environment.