[Data Team] Senior IT Service Delivery Manager

Overview:

As the Senior IT Service Delivery Manager, you will be at the forefront of ensuring the effective delivery and support of critical IT services, including Salesforce, AI, Chatbots, and IWMS (Integrated Workplace Management System). This dynamic role involves overseeing the entire service lifecycle, managing a skilled team, and collaborating with various stakeholders to optimize the utilization of these technologies.

Key Responsibilities:

Data Warehouse Management

• Oversee the data architecture, governance and engineering aspect of data management within the organization
• Ensure data lineage are properly documented
• Ensure data latency are adhered as per SLA agreed

Salesforce Service Management:

• Oversee the administration, maintenance, and continuous improvement of the Salesforce platform.
• Collaborate with the Salesforce development team to ensure the successful implementation of new features and enhancements.
• Monitor Salesforce performance metrics and implement strategies for optimization.

AI and Chatbot Service Delivery:

• Manage the deployment and ongoing support of AI solutions and chatbots.
• Collaborate with AI development teams to ensure the integration of cutting-edge technologies.
• Monitor AI and chatbot performance, identifying opportunities for improvement.

IWMS Service Delivery:

• Lead the service delivery for the Integrated Workplace Management System.
• Collaborate with facilities management and operations teams to optimize IWMS functionality.
• Ensure the IWMS aligns with business objectives and enhances workplace efficiency.

Team Management:

• Lead and mentor teams of IT professionals responsible for Data, Salesforce, AI, Chatbots, and IWMS.
• Provide guidance and support to team members, fostering a culture of continuous improvement.
• Conduct regular performance reviews and implement training programs to enhance team skills.

Incident and Problem Management:

• Oversee the resolution of incidents related to Data, Salesforce, AI, Chatbots, and IWMS.
• Implement strategies for proactive problem identification and prevention.
• Develop and maintain incident response and escalation procedures.

Stakeholder Communication:

• Serve as the primary point of contact for IT services related to data, Salesforce, AI, Chatbots, and IWMS.
• Communicate service updates, outages, and resolutions to stakeholders in a clear and timely manner.
• Conduct regular meetings with key stakeholders to address concerns and gather feedback.

Qualifications:

• Bachelor’s Degree in Information Technology, Computer Science, or a related field.
• Proven experience in IT service delivery management, specifically with Salesforce, AI, Chatbots, and IWMS.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• In-depth knowledge of ITIL framework and best practices.
• Familiarity with service management tools and technologies.
• Problem-solving skills and the ability to thrive in a dynamic and fast-paced environment.

*English Interview with CIO onsite in the office or online.