Service Delivery Manager

Senior Officer – Project Manager – Wealth Payments Platform

Why choose Logicalis? Logicalis designs, supports and executes digital transformation by aligning technology expertise with industry insight. With deep understanding of security, cloud, data management and IoT, we address client priorities such as revenue growth, operational efficiency, innovation, risk & compliance, data governance and sustainability.

Job Responsibilities

• Achieve committed SLAs, operational efficiency and CSAT / NPS.
• Own the Customer Support process, driving quick resolution to customer‑impacting issues and maintaining a high‑productivity environment.
• Establish and adhere to case‑management practices including meeting defined SLAs.
• Oversee day‑to‑day operations and team quality, direction and continuous improvement.
• Work toward Service Desk or ISO related certifications.
• Analyze, implement improvement, and report on support metrics, business impact and team performance.
• Own escalated support issues and maintain support metrics (1st response time, resolution time, CSAT, etc.).
• Identify technical issues, communicate internally and externally, and create internal documentation (KEDB, KMDB).
• Ensure always‑available service levels and continuously improve customer support delivery.
• Drive critical process evolution and scalability for support excellence.
• Build a support career framework to enhance personnel development.
• Provide senior management with status reports and alerts on potential service problems.

Required Traits

Required Qualifications

Interested applicants please submit your application with your expected salary and notice period to be considered for the role.

We regret that only shortlisted candidates will be notified.

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