OUR STORY

Let’s be honest: there are lots of people out there doing what we do. We’re just not convinced they’re doing it right. Businesses are hungry for innovation and opportunity, but not at the cost of their independence. At Ollion, we’ve connected companies and capabilities around the world to help ambitious organizations make the most of their transformation and leave the status quo in the dust.

WORKING AT OLLION

Innovation is risky. It demands bold steps and big questions, but that’s the price of making change. We’ve got our head in the cloud and two feet on the ground, channeling tech’s endless potential towards a single goal: making a world of difference. And we’re building a global team to do just that— a team capable of making game-changing breakthroughs without ever losing sight of the people it will impact. This is more than consulting. This is the change you can be.

THE OLLION DIFFERENCE

At Ollion, we’re all in on your independence. Our teams are seasoned. Our solutions are straightforward—sometimes even groundbreaking. And our engagements? Exactly as long as you want them to be. We deliver fresh thinking and hard-earned insight in a way that works for you and your customers, arming your organization with everything you need to make your transformation truly mean something.

WORKING WITH OLLION (our clients’ experiences)

Progress matters more than process. Our global team of cloud-native pros is all about creating new and better ways to work—not just by solving your tech challenges, but by using technology to solve your business challenges. We keep the formulas, frameworks, and ten-point plans to a minimum, tackling your most pressing problems with a proprietary mix of good-old-fashioned ingenuity and refreshing humanity.

Position Description

The Associate Service Delivery Manager (“ASDM”) is a pivotal role responsible for coordinating various aspects of Engineering Services delivery to our clients at Ollion. . As the main client point of contact, the ASDM ensures the performance of services, maintains contractual compliance, and coordinates overall service management, including project management as needed. A key part of this associate level role is regular communication with our Clients via recurring meetings and reporting.

Expertise you bring 

Relationship Management:

• Work in close partnership with the Engineering teams to provide guidance and roadmap to Client

• Engage with other account team members such as Account Executives and Client Partners to ensure a cohesive Client strategy

• Coordinate and conduct regular meetings such as sprint planning, monthly reviews, and QBR

• Prepare and maintain detailed service plans to align with Client’s events calendar and inform Ollion’’s delivery organizations of relevant events on Client’s calendar

• Coordinate with Ollion resources to ensure readiness to deliver services 

• Participate in planning meetings for significant business and technology events driven by the Client or Ollion to understand the impact of such events on timely service delivery 

• Ensure proper lines of communication are established between Customer Operations Management and Ollion Operations Management for the purposes of service planning
   

Contract Management:

• Review of contract terms, conditions, scope, and prescribed operational processes

• Alignment of Ollion delivery to the defined contractual scope as agreed upon during regular planning sessions

• Validate monthly Client billing for accuracy 

• Monitor aging invoice reporting for past due invoices 

• Notify Ollion Accounting and executive management when issues arise which may impact proper revenue performance. This may include aging invoices or other external risks including but not limited to client solvency issues, acquisition activity with client, client revenue concerns, etc.  

• Act as the communications liaison between the parties for all issues concerning service delivery and contract compliance, including but not limited to: 

• Changes in Client needs which require changes to contract scope 

• Invoice questions 

• Client satisfaction issues 

On-Boarding Management:

• Organize the efforts of Ollion with the customer for initial onboarding

• Coordinate planning meetings for integration of service delivery processes between Client and Ollion 

• Ensure appropriate access is granted to Ollion staff for systems required to provide the Services, including Client provided systems as specified in the contract or otherwise agreed 

• Collect any necessary policy and compliance information from the Client and disseminate such information to the wider Ollion team. This may include gaining access to online documentation and/or Client specific training. 

• Coordinate any transition requirements associated with service changes as required between Client and Ollion 

Capacity Management:

• Coordinates overall resource planning between Client and Ollion including scheduled events and Client’s implementation/expansion calendar

• Works with Engineering to ensure Client has the appropriate tier of service commitment to support project delivery

Service Level Management:

• Monitor delivery of the Services and ensures they meet or exceed contractually mandated agreements (Service Level Agreements, “SLAs”) 

• Ensure availability of timely SLA reporting

• Escalate SLA failures as required to Ollion Management 

• Where repeated SLA failures occur, coordinate the overall Ollion efforts to identify and implement corrective actions to return the Services to a compliant state 

• Where [repeated] SLA failures are the result of Client actions (or action of their assigns), address the causation of such failures between the parties and seek agreement from the parties for a suitable remedy 
   

Incident Management and Service Request Management:

• Monitor the overall state of delivery queues for the Services and intervenes as required with Management to ensure timely response to incidents, service requests, and project tasks

• Coordinate Ollion response to critical incidents with Client’s Operations team(s) 

• Escalate as required with both Ollion and Client delivery teams to ensure timely service restoration 

• Assist Client in redirection of Incident and Service Requests which require service from another Client or Third Party team 

• Participate in tracking calls for Incidents, SRs, and Problems as required where such calls are relevant to the Services and such issues are related directly to delivery of the Services

• Coordinate Root Cause Analysis documentation in partnership with Engineering teams and delivery to Client

Service Reporting:

• Coordinate production of contractually mandated reports pertaining to technical functions, operational health, and project status

• Ensure production of a standard set of monthly service reports for each client including but not limited to: 

• Total SRs / Incidents open/closed 

• SLA Performance 

• Ticket volume, aging, and resolution trend by ticket type 

• Ticket distribution by severity and type 

• Status of any Root Cause Analysis (“RCA”) requests 

• Issue Log and Risk Analysis 

• Continuous Service Improvement recommendations

• Project status

• Schedule Weekly / Monthly / Quarterly Service Review meetings with Client, as mutually agreed between Ollion and Client or contractually mandated

Project Management: 

• The SDM acts as the primary project manager for projects undertaken as a part of the Services

• Work with Engineering teams to ensure client has a healthy backlog of project tasks

• Ensure proper communication channels are established for project execution between Ollion  and Client 

• Act as an escalation point for issues relating to project delivery 

• Track the progress of Ollion project delivery including delivery to the Client and any deliverables owned by Ollion 

Job Requirements

• 1~3 years IT operations and management experience, preferably in public cloud

• Understanding of ITIL, Scrum, or Agile processes and principles. Relevant certification preferred.

• Working knowledge of AWS, Azure, or GCP

• Strong written and verbal communication skills

• Strong documentation skills required to capture client communication, project timelines and deliverables

• Strong presentation skills with the ability to create and deliver compelling content to internal and external stakeholders using Google Slides, Sheets, and Docs

• Desire to continue learning new technologies, specifically in the cloud space

• Thrives in a fast-paced, transformative environment

• Customer service experience

• Must be capable of working in a fast paced/high stakes environment while maintaining composure.

• Must be able to project confidence in the face of adversity while maintaining an air of humility

• Ability to work in a team environment and develop working relationships both within and outside the immediate organization

BENEFITS & PERKS FOR WORKING AT OLLION

Our employees multiply their potential because they have opportunities to: Create a lasting Impact, Learn and Grow professionally & personally, Experience great Culture, and Be your Whole Self!
 

Beyond an amazing, collaborative work environment, great people, and inspiring, innovative work, we have some great benefits and perks:

• Benchmarked, competitive, in-market total rewards package including (but not limited to): base salary & short-term incentive for all employees

• Remote by default, small but Global organization; ‘learn wherever, whenever’ frees our people from a rigid view of learning and growth

• Retirement planning (i.e. CPF, EPF, company-matched 401(k))

• Globally, we build benefit plans that offer choices for whatever stage in life our employees are in and allow for flexibility as life happens.  Employees have access to a fully comprehensive benefits package to choose the medical, dental, and vision insurance plan that best fits their lives. In addition to great healthcare coverage, we also offer all employees mental health resources and additional wellness programs.

• Generous time off and leave allowances

• And more!

All your information will be kept confidential according to EEO guidelines.

Ollion is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees. Ollion does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor.