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Service Delivery Manager

1 month ago

กรงเทพมหานคร, Thailand AccorCorpo Full time

Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
Do what you love, care for the world, dare to challenge the status quo #BELIMITLESS"

**Job Description**:
Oversees the delivery of services received from internal and external partners, as well as services delivered to the regions. The role is responsible for monitoring and reporting on key metrics to measure the performance of the team and partners or vendors.
- Driving external Serice Providers, monitoring and reporting on key metrics to evaluate the quality of services delivered and received.
- Participating in the definition of OLAs, SLAs, and KPIs for the services delivered, with a focus on regional internal customers.
- Reporting on OLAs, SLAs, and KPIs for the services delivered to the regions and provide a framework for managing services delivered by their partners and vendors.
- Implementing Service Level Standards with the objective of reducing response time and providing high customer satisfaction.
- Monitoring complaints from the regions and organise appropriate response. Escalating to Director Service Management when required.
- Participating in and supporting crisis management committees when applicable.
- Acting as the IT OPS escalation point for the regional teams regarding IT OPS service delivery issues or challenges.
- Manage priorities effectively across multiple regions
- Implement new Service Management strategy and manage various regional teams’ expectations
- Create meaningful connections with stakeholders based on respect and trust

**Qualifications**:

- Master’s degree in in business management, computer engineering, or equivalent experience (5+ years)
- Certifications ITIL 3+, Project Management, Prince2, Agile/Lean)
- Familiar with ticketing systems, incident and request management, time and resource management (Service Now)
- Fluent in English and French will be highly preferable
- Experience working in a multicultural environment
- Good interpersonal skills and ability to communicate effectively
- Ability to work in a multi-cultural team
- An ability to understand and navigate complex stakeholder environments across the World
- Strong focus and passion for hotel operations
- Positive attitude and a strong commitment to delivering quality work

Additional Information
- This position is based in Bangkok and report to management in Dubai and Paris