Service Delivery Director, Vng Solutions

3 weeks ago

Ho Chi Minh City, Vietnam VNG Full time

The **Service Delivery Director** (SDD) is the primary point of contact responsible for the overall delivery and customer satisfaction of managed services engagements for assigned accounts. The SDD develops a “trusted advisor” relationship with their partner Customer Manager and develops and leads the overall ongoing operational management for the VNG Solutions at the Customer’s site. This is a key role with both customer-facing and internal management responsibilities.
Develop an excellent working relationship with the client and become a “trusted advisor”.
Provide Service Delivery Governance to meet customer needs while using resources optimally and efficiently to deliver the required services
Ensure a single point of accountability for the success of the Managed Services organization with our customers
Maintain a high level of client satisfaction with VNG Solutions products and services.
Interface at the highest levels both internally and with Client teams.
Develop a product usage roadmap with the client to ensure that they achieve their business goals and derive maximum benefit from their investment in VNG services.
Ensure client renews and extends their contractual relationship with VNG Solutions.

**Responsibilities**:

- Oversight of the managed services engagement at the client
- Working with the Customer Operations Manager (COM), responsible for the overall health of the relationship with the customer.
- Oversight of all operational activities under the Managed Services engagement.
- Oversight of all functional support and development activities under the Managed Service engagement
- Working with the Client, develop a roadmap for the evolution of the Clients use of the enterprise software aligning with their business needs and direction.
- First point of contact in case of any dispute with the customer. It is the SDD/COM who is responsible for raising any escalation to management in either organization.
- Oversight of all staff assigned to the managed services engagement including sub-contractors and offshore divisions.
- Responsible for clarity of communication of expectations, obligations, and requirements both across the team on-site and with the team offshore.
- Responsibility for clarity of communications on expectations, obligations, and deliverables to the customer.
- Responsible for planning and scheduling short and medium-term activities under the engagement including the use of standard project management tools and communication tools such as Word, Excel, Project, and Visio.
- Responsible for maintaining a staffing plan for the engagement and engaging resource managers as necessary.
- Responsible for P&L targets on engagements to targets established.
- Responsible for maintaining and updating the Governance Plan.
- Periodic travel may be required

**Yêu cầu**:

- 7+ years of professional experience in an operations management role supporting enterprise software.
- 5+ years of professional experience in supporting enterprise software.
- 5+ years of experience in delivery management and consulting of multiple concurrent and/or large accounts.
- 5+ years of experience handling complex topics to a variety of audiences with clarity appropriate to their seniority.
- 3+ years of experience leading internal teams managing performance and aligned staffing to achieve results
- 50% travel
- PMP (Project Management Professional) and ITIL v4 foundation certification is a plus.

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