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Team Leader Service Delivery Support

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Date: 17-Feb-2019

Location: Singapore, SG

Company: Lloyds Register

Job ID:27341
Location:Singapore : 1 Fusionopolis Place (LR_L000260) 
Position Category:Administration/Business Support
Department:SG784701 : SG - Marine (SG784701)
Position Type:Employee Regular
Education Required:See Job Description
Experience Required:See Job Description
Relocation Provided:


To lead and manage the service delivery support function across South Asia and Australasia, with responsibility for ensuring that effective and efficient support is provided to Service Delivery, Client Care, and Sales & Marketing staff across the area.  Provide leadership support to the SDS team members: to successfully perform ByD processing; monitor adherence to established electronic processes within each office; assist with oversight of facilities and services for SDS Singapore & Australia office; and meet all other relevant requirements set forth by the respective Area Service Delivery Managers.


To lead a team of SDS Administrators to manage the Order to Invoice Process for Middle East and Africa (MEA) by performing the following activities in SAP ByD:

  • Schedule and monitor outstanding task in ByD dashboard daily and weekly.
  • Create a Sales Order / Service Order correctly to enable proper resourcing and produce accurate, timely invoices
  • Set up ‘Contract’ (Field Service and Repair) or ‘ Project’ (Projects) for the agreed scope of work and act as a ‘responsible person’ wherever necessary
  • For Marine In-service: Check ByD for existing valid contracts, attach notes in ByD
  • Respond to client enquiries and resolution within SLA
  • Get a client purchase order (PO) / communicate with client on commencement of work
  • Schedule and monitor tasks in ByD dashboard
  • Monitor the SDS generic mailbox for customer requests and enquiries
  • Monitoring quotes, validity of contracts, projects progress, work centres, work packages
    for assignment, utilisation Control commercial documentation
  • Create quotations where necessary with appropriate pricing, gain approval for quotes
  • Assign a Responsible Person and allocate work to Service Delivery (SD)
  • Set up contractor correctly, with a purchase order (PO), for allocation purpose and invoice can be paid
  • Ensure PO is approved, services are receipted so client can be invoiced
  • Monitoring quotes, validity of contracts, projects progress, work centres, work packages for assignment, utilisation
  • Review migrated jobs, open jobs, ageing projects; close jobs where possible to enable billing.
  • Perform approvals within ByD where relevant
  • Monitor Not Invoice Time and Expenses (NITE)
  • Make purchase requests using the ‘shopping cart’ (for non-project POs eg. stationary)

Support the Area SDS manager in the development and implementation of consistent administrative processes relating to the effective resource allocation & delivery with adherence to financial KPIs of the following:

  • Contract set-up
  • Debt and WIP management
  • Client queries
  • Monitoring job profitability
  • Close-out of jobs including invoicing
  • Supporting office audits / internal compliance requirement
  • Reviewing email requests received by the hub/key and directing to the appropriate parties


Team development and management:

  • Develop the SDS team to perform efficient and effective service. This includes recruitment, succession planning, performance management, training/development and back up arrangement.
  • Mentor and coach other employees as appropriate to achieve effective knowledge transfer and application.
  • Ensure adherence to established electronic processes and meet all other relevant administrative requirements of SDS.
  • Support development and ensure implementation of precise standards for surveyors’ creation / submission / uploading of timesheets, expenses, SAF and other costs.
  • Closely cooperate with local Service Delivery, TSO, Sales, Customer support to ensure best possible cooperation and support.


Job Requirement

- A degree within a relevant field of study, or an equivalent combination of education and experience

- Able to lead and develop a team and to ensure high standard of delivered service. Previous experience in people management of advantage.

- Good cooperation and communication skills with own team and with other internal and external stakeholders

- Strong organisational skills, meticulous with the ability to adapt, multi-tasking under pressure and meet demanding deadlines.

- PC-literate; high affinity to work with professional business-systems (i.e. SAP); previous experience with working with SAP ByD or other ERP system of advantage

- Fluent in English skills in both written and verbal communications with ability to liaise effectively with internal and external personnel. Any other SAMEA local languages  capability would be added advantages.

- Commercial awareness and good client focus

- Confident decision maker in challenging environment and creative problem solver

- Good team player with ability to take own initiative to meet business and personal objectives



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