Service Delivery Manager



Company Overview

Impressive Communications is an IT System Integrator that delivers results-driven solutions to businesses. We work closely with customers to understand their digitalisation needs and help them achieve their business goals through effective requirement gathering and project delivery strategies.

What You’ll Do

  • Responsible for providing input and advice concerning the overall business and technology and strategic direction between the Parties, including but not limited to the following:
  • Set strategic direction of the engagement.
  • Review performance against objectives.
  • Ensure business alignment between Client and the Service Provider.
  • Dispute resolution and resolving issues from the management committee.
  • Discuss about the upcoming major changes within Client’s environmen


  • Discussion on the operation matters including integration of the individual Services provided by the Service Provider and the third parties.
  • Reviewing Service Provider service performance and addressing common tactical issues including but not limited to the following:
  • Define and implement the program management plan.
  • Approve service delivery processes.
  • Review performance and service levels of the Service Provider.
  • Ensure compliance with standards and policies.
  • Review and resolve issue raised by the Service Delivery team.
  • Review unit performance, Client satisfaction outcome, and propose & implement improvements.
  • Review contractual and financial matters.


  • Responsible for overseeing the day to day operation of the Services including but not limited to the following:
    • Monitor delivery of Services by the Service Provider.
    • Manage and review the day today operational and service delivery issues.
    • Service improvement plan.
    • Support business continuity, ready backup plan of resource unavailability.
    • Managing the resources (from vendor side).
    • Assist the Client with forecasting resource requirements.

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