Delivery Manager

Full Time
  • Post Date: June 8, 2020
  • Apply Before: December 31, 2020
Job Description

Job Brief/ Project Description/ Job Overview

Due to business expansion needs, we find Delivery Manager positions.

The “Delivery Manager” has a strategic role with a specific focus on the customers. He/she has to make sure that all customer expectations are met. The Service Delivery Manager will be responsible for specific initiatives that will increase the customer satisfaction and leading 20-30 team members.

Responsibilities/ Daily tasks you will take care

  • Serves as a primary escalation point for all operational issues
  • Lead a team of software support engineers – Level 1, Level 2 as well as a team leader
  • Delivery manager ensures that all targets and SLA’s are met
  • Manages customer expectations
  • Makes sure that support teams are meeting the goals and expectations that have been set with the customer
  • Takes ownership, reports and resolves any issues caused by the software product support team
  • Monitors specific KPIs to ensure proper delivery of the business
  • Participates in reviewing processes and workflow to diagnose areas for improvement.
  • Works with all parties involved on escalated customer support issues
  • Assists in training of new processes, procedures, and tools
  • Collaborates with HR and Operations departments on customer support issues
  • Builds and sends updated reports to management team as required
  • Designs and improves business processes
  • Handles, monitors, coordinates, and manages all escalated cases
  • Proactively proposes improvement plans where gaps are noticed

Requirements/ Desired skills and experience

Basic Qualification

  • Proven experience in building and managing teams
  • People management experience
  • Excellent collaboration skills, strong team and relationship builder
  • Highly motivated professional with a drive to succeed, who is able to influence others
  • Customer-oriented, with strong negotiation skills
  • Ability to efficiently manage time and keep track of multiple schedules and requirements
  • Experience in operations, resource utilizations, managing productivity

Nice to have

  • University degree in Computer Science or other technical discipline
  • Excellent English verbal and written communication skills


  • “FPT care” health insurance provided by AON and is exclusive for FPT employees
  • Annual Summer Vacation: follows company’s policy and starts from May every year
  • Be supported when moving from HCM/ HN / other cities to Danang city (~ 100M VND) (for senior developers)
  • Be supported perennial buying  an apartment of FPT Plaza (for senior developers);
  • Salary up to $2,500
  • Salary review 2 times/year or on excellent performance
  • International, dynamic, friendly working environment
  • Annual leave, working conditions following Vietnam labor laws.


Interested candidates should click Apply button to submit a completed Curriculum Vitae/ Resume and Cover Letter to: Recruitment Department – FPT Software Workforce Development

Contact Person                 :Ms. Phan Ngoc Do Quyen

Email                                  :[email protected]