Senior IT Delivery Manager (AI/Automation) - 1611

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地点:
Central Region, Singapore
Central Region, Singapore
职位类型: 全职, 合约
时间/班次: 5天工作制

S$7000 - 8000 / 每月

Actively manage and interact with customers to assist on product services, queries, and relationship building.
Monitor progress and obtain updates on incident resolution, providing timely updates to tenants.
Conduct regular reviews on incident resolution rates and service request fulfilment turnaround, identifying opportunities for continuous service improvements.
Communicate advisories requested by product teams and issue timely maintenance notifications.
Build standard templates, knowledge bases, and AI‑enabled chat/response tools to enable staff to respond to enquiries efficiently and effectively.
Collate feedback and statistics across different channels, applying analytics and automation to advise product design/engineering on improvements and new features for roadmap planning.
Participate in process development, monitor outcomes, and provide feedback to ensure processes are fit for purpose, especially from the customer’s perspective.
Review customer service requests, ensure quality of delivery, and prioritize deliverables.
Perform overall management of managed services: service delivery and operational deliverables (IT infrastructure and software applications).
Manage day‑to‑day production activities, ensuring business operations run smoothly and effectively.
Implement ITIL service management and security measurement to meet SLA requirements.
Govern adherence to incident management and change management processes.
Monitor, control, and support service delivery, ensuring systems, methodologies, and procedures are in place and followed.
Handle vendor management, ensuring deliverables meet standards and timelines.
Perform regular operational reviews, leveraging automation and AI‑driven monitoring tools to identify and implement service improvements.
Explore and deploy AI/automation solutions (e.g., workflow automation, predictive analytics, intelligent monitoring) to enhance efficiency, reduce manual intervention, and improve customer experience.