Service Delivery Manager
- Service Coordination: Oversee daily AMS service delivery, focusing on service coordination, incident handling, and ensuring smooth business operations in alignment with service management practices.
- Incident & Request Management:
- Log, track, and manage incidents and service requests using ITSM tools.
- Perform initial analysis and escalate technical issues as needed.
- Ensure incidents are resolved within agreed SLAs and documented appropriately.
- Coordination & Communication:
- Act as a liaison between client stakeholders, internal IT teams, and delivery teams.
- Communicate service updates, incident statuses, and planned changes clearly and professionally.
- Participate in regular service review meetings and contribute to improvement discussions.
- Compliance & Documentation:
- Maintain accurate documentation of operational procedures, incidents, and changes.
- Support audit and reporting activities by providing necessary records and insights.
- Continuous Service Improvement:
- Identify recurring issues and propose process or system improvements.
- Support testing and validation of changes and enhancements.
- Contribute to knowledge base and training materials for end users and support teams.
- Team Management: Manage AMS consultants, ensuring team members achieve performance KPIs and deliver high-quality customer service.
- Bachelor’s degree in Information Technology, Business, or related field.
- 3–5 years of experience in IT support or SAP AMS roles, preferably in a managed services or outsourced environment.
- Familiarity with ITIL framework and service management tools (e.g., ServiceNow, Jira, Remedy).
- Basic understanding of SAP systems (S/4HANA, SAP B1) and related business processes.
- Strong coordination, communication, and problem-solving skills.
- Ability to develop immediate credibility with consultants at all levels and acquire a deep understanding of the business and customers.
- Diplomatic but assertive in conflict resolution and problem solving, balancing the needs of individuals, clients, and the organization.
- Fluent in English; Vietnamese proficiency is a plus.
- Stable career history; yearly job changes are not acceptable.
- Attractive salary with performance bonus and annual review salary.
- Healthcare Insurance provided by reputable providers for permanent employees (extendable to family members).
- Mobile Allowance
- Leave benefit package: Annual leave quota up to 21 days/year, 1 day of birthday leave, extra 3-5 days of Year-end and New Year leave
- Provision of a SAP Learning Hub account, allowing employees to access a wealth of resources for continuous learning and skill development in SAP technologies.
- Support and sponsorship provided to employees seeking SAP certification
- Learning and training by regional experts.
- Overseas and Domestic Business Trips: Accommodation provided in 3-4 star hotels, 1 person/room
- Interesting work on exciting projects
How to Apply
Please submit your English resumes to careers@tdiapj.com using the following subject template:
“Application for [Position] – [Full Name] – [Application Date].”
—
By submitting your CV application, you acknowledge that you have read and understood the Privacy Policy for Candidates and consent to the processing of your personal data by us