Service Delivery Manager

DescriptionVNG Solutions is a subsidiary of VNG Corporation, a reputable Vietnamese provider of IT services and technology on a global scale. With its key markets in the Middle East, the US, and Europe, VNG Solutions's headquarters in Vietnam is dedicated to providing enterprise-level services and empowering customers and society to advance decisively into the digital future.VNG Solutions provides top-notch services while strictly adhering to international standards. We remain in the public eye as experts in "the next big technologies”. VNG Solutions will provide you with a creative environment with an emphasis on B2B services, where you will have the opportunity to foster your abilities and learn about various technologies to advance your career.Job description:- 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.