Service Delivery Coordinator

EXEO Global Pte Ltd is the global headquarters facilitating the operational and strategic management of overseas subsidiaries for Tokyo Stock Exchange Prime listed EXEO Group, Inc in Japan.

Our primary business is in Managed IT services and the company currently has subsidiaries in the space of M&E engineering services, ICT infrastructure and supply chain technologies that have operations globally. EXEO Global also continually invests in new businesses and technologies that complement the offerings of the Group’s companies.

For more information, please visit www.exeo-global.com 

The Opportunity

To manage the Service Delivery in Singapore and assigned accounts by delivering quality services through a direct or outsourcing model. Be part of the operations team and work closely with peers. He/she will implement the necessary policies and best practices to achieve the defined objectives in line with the company’s mission and values.

Responsibilities: 

• Be part of EXEO Global’s brand ambassador to help build the company’s brand equity 
• Build and manage technical, Service Delivery and helpdesk to meet SLA-driven delivery standards
• Assist sales in technical pre-sales solutioning and provide quality Service Delivery after sales has secured the deal to obtain customer satisfaction 
• Handle the Implementation project like a SI project besides maintenance project.
• Manage customers and instil confidence in them on our ability to deliver – both pre-sales and post-sales – and propose ways on how to improve continuously to ensure continued customer satisfaction
• Evaluate and manage outsourced partners to ensure that they adhere to our technical delivery standards
• Handle post-sales technical/delivery crisis and service call escalations when required (24x7)
• Handle technical field/onsite jobs (hardware break/fix)
• Spot for potential sales opportunities and pass the leads to sales to close the deal
• Ensure operational resource optimization in terms of technical and delivery
• Ensure delivery readiness by working with both external and internal stakeholders for all post-sales matters
• Identify process/procedure bottlenecks & offer solutions for continuous improvement 
• Prepare technical/Service Delivery related monthly reports for business to monitor the operations effectively
• Coordinate, monitor and manage periodic Preventive Maintenance and relevant documentation involved throughout the PM cycle. 
• Support new business go-to-market strategies for any technical/service-related activities
• Provide coaching and guidance to ensure maximum efficiency, if there is a team
• Any other ad-hoc assigned by superior

Requirements: 

• Minimum Diploma/Degree holder in IT related or engineering discipline.
• Must be able to prioritize and effective in proactive action 
• Honest and able to manage sensitive or confidential information
• Able to demonstrate a high degree of flexibility including out of hours 
• Ability to work under pressure and to deadlines
• Able to multitask 
• Responsible, self-motivated and enthusiastic 
• Good interpersonal and teamwork skills
• Experience in hardware maintenance support and delivery. 
• Good knowledge of Infrastructure/Networking/Servers/OS
• A service-oriented mindset
• Excellent communication and presentation skills
• Experience in high severity case escalation and management
• Self-motivated and delivery focused