Service Manager (Production Support)

Service Manager (Production Support)

Job Title: Service Manager (Production Support)
Contract Type: Contract
Location: Singapore
Reference: JOB_001496[357]
Contact Name: DBA (+65 65603224)
Contact Email:
Job Published: April 13, 2020 18:30

Job Description

We are looking for a Service Manager (Production Support), who is/are able to fulfill the following requirements:

Duration: 12 Months

- Primary Skill: Service Management
- At least 8 years of relevant experience in production support management 
- Experience in working closely with clients providing required services 
- Experience in maintaining and developing applications 
- Strong knowledge and understanding about application architecture and how they interact with various systems 
- Strong troubleshooting skills and experience to resolve critical & complex incidents

Roles and Responsibilities:
- Responsible for ensuring achievement of service commitments for the portfolio including meeting service level agreements (SLAs) and key performance indicators (KPIs)
- Maintain client relationships and manage client expectations related to day-to-day operations
- Delivery escalation point around client priorities and issues
- Accountable for the results of the team by encouraging and maintaining workflows, quality standards and continuous improvements within the team
- Coordinate and monitor the team to provide application support services, including usage/technical advice and assistance so as to ensure continuity, availability and accessibility of the production system
- Liaise with third party vendors in resolving issues
- Work with the client to establish a prioritization approach, and adjust priorities of work with clients as necessary
- Provide improvement recommendations for procedures and management practices
- Review and plan continuous improvements to ensure smooth running of the applications
- Well versed with ITIL Concepts - Incident, Problem, Change and Release Management, Knowledge management
- Perform and manage incident and event tickets, determine priority, and resolution from Level 1 escalation within defined SLA in compliance to Client’s incident management process
- Escalate incident and event tickets to Level 3 teams within defined SLA in compliance to client’s incident management process
- Responsible for the regular service management reporting to the clients and Accenture management
- Responsible for people management of team i.e. recruiting, training, engagement, mentoring, succession planning, performance management

Please send your application to with (JOB_001496) in Subject line and highlighting:
- Your relevant experience
- Current/expected salary 
- Availability information 
- A latest MS-WORD Resume

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