Client Delivery Manager

Esri Singapore
Added: April 30, 2024

Why join us?

Enjoy engaging with clients and ensuring the delivery of services that make a difference to the clients? Want to work on the latest location-aware technology in a fast-paced and engaging environment? Keen to play a vital role in maintaining customer satisfaction through issue mitigation and escalation management, build strong relationships with key stakeholders and helping clients to maximize the value of their partnership with Esri? Esri Singapore has the role for you.

Over the past 40 years, Esri Singapore has provided organisations with a wide variety of geospatial solutions. Its users span industries, from commercial and retail to national planning and public safety, and have driven the adoption of Esri’s world-leading ArcGIS platform as an integral part of their operations and processes, for better decision-making and business outcomes.

We are looking for a strong communicator – one who loves delivering exceptional client service and solving customer challenges through the application of GIS knowledge. Someone who with a proven history of consistently delivering services with strong and positive client outcomes, to join Singapore’s largest pool of geospatial solution experts.

This role will appeal to you if you are good at creating and nurturing relationships, naturally curious and inquisitive, and enthusiastic about problem solving, this role will provide you with the vehicle to achieve these goals. You will get to manage a highly skilled and diverse team, the latest Esri technology, and interact with clients across a wide range of industries that include transportation, public safety, government, utilities, insurance, the natural environment, and retail.

How will you benefit from this role?

  • Uphold the professional excellence of the company by ensuring customer satisfaction in a well-maintained system
  • Be part of the core growth engine of the company by advocating and proliferating the use of geospatial technology within the client environment through maintaining the ease of use of a well-run system
  • Be the client-side associate that will support the company’s business pipeline by uncovering system enhancements and new applications that will address client challenges and bring new sales to the company
  • Develop a methodology to improve the quality of system and application design by identifying design issues which will result in system inefficiencies, performance issues or technical debt
  • Good learning ground to be exposed to and gain experience in troubleshooting, identifying the root cause and resolving a variety of real-life system operational issues.

What does your role entail?

Key responsibilities include:

  • Manage communication for Incidents (Service Level Agreement breaches, Application Major Incidents etc) and responsible for communications within team and department.
  • To provide timely escalation/report to all stakeholders concerning business as usual matters, root cause analysis and manage the production issue from opening to closure, including follow-up fixes wherever is applicable.
  • Serves as the escalation contact point for support and maintenance related services.
  • Manage the Service Delivery Team and liaise with the Technical Support Team and Esri Inc Global Support Team to validate, analyze, troubleshoot and see them through to resolution within the stipulated SLA.
  • Support incident management processes and root cause analysis to closure.
  • Support users’ enquiries and perform due diligence to ensure ease of maintenance, operation efficiency, application monitoring and performance.
  • Upkeeping supporting documentation e.g. technical troubleshooting help articles related to the application system in-charged.
  • Builds relationships with our customer-facing teams and maintain knowledge of their support operations and practices.
  • Assess operational readiness of new versions / applications / flows.
  • Support system resiliency activities such as Disaster Recovery exercise, Business continuity planning and system improvement planning
  • On-call support during off hours, holidays, and weekends when required.
  • Build, develop, and grow any business relationships with client’s stakeholders
  • Present to the client recommendations for improvement based on insight gained through on-going involvement and support efforts.
  • Participate in the scoping and sizing for any change request by assisting in the collection and documentation of user's requirements

What experience is required?

  • A degree in computer science, information technology, engineering, mathematics, GIS, or a related field.
  • Minimally 5 years in service delivery role or equivalent demonstrable experience in managing an SLA driven service to multiple clients
  • Strong track record of improving capabilities of an organization through personal leadership.
  • ITIL Certification is preferred.
  • Good understanding of development methodologies, testing practices, and DevOps is preferred
  • Excellent communication skills to clearly articulate and follow up on support cases
  • Knowledge of security standards and techniques for web applications.