IT Service Delivery Manager (CRM & Digital Applications)

Role Overview

We are seeking an experienced IT Service Delivery Manager to lead the delivery, governance, and continuous improvement of CRM systems, e-commerce platforms, and retail business applications.

This role is critical in supporting customer engagement, omnichannel operations, and digital retail initiatives across stores and online platforms in Singapore.

The successful candidate will act as the bridge between business (Marketing, Retail Operations, E-commerce, Customer Service) and IT teams, ensuring systems are stable, scalable, and aligned with commercial objectives.

Key Responsibilities

Service Delivery & Operations

• Oversee end-to-end IT service delivery for CRM, e-commerce, POS-integrated systems, and retail applications.

• Ensure system availability, uptime, performance, and SLA compliance.

• Lead incident, problem, and change management processes (ITIL aligned).

• Manage third-party vendors and technology partners.

• Provide regular KPI reporting and service review meetings with stakeholders.

CRM & Digital Platform Management

• Own and manage CRM platforms (e.g., Salesforce, Dynamics, or equivalent).

• Oversee website / CMS / e-commerce platform performance and enhancements.

• Support loyalty programs, customer analytics, and campaign management tools.

• Ensure seamless integration between CRM, POS, ERP, payment gateways, and marketing systems.

• Drive data quality, customer data governance, and compliance (PDPA Singapore).

Business Analysis & Stakeholder Engagement

• Conduct business requirement gathering workshops with Retail, Marketing and Operations teams.

• Translate business needs into functional specifications and system enhancements.

• Perform process mapping and gap analysis to improve operational efficiency.

• Support UAT coordination and business sign-off processes.

• Align IT solutions with revenue growth and customer experience goals.

Project & Transformation Initiatives

• Lead digital transformation initiatives across omnichannel retail operations.

• Manage system upgrades, new feature rollouts, and platform migrations.

• Identify automation and optimisation opportunities.

• Support regional or multi-store technology rollouts where applicable.

Requirements

• Bachelor's Degree in IT, Business Information Systems, or related discipline.

• 6-10 years of experience in IT Service Delivery / Application Management.

• Strong experience supporting CRM and retail digital platforms.

• Prior experience in Retail / E-commerce environment is highly preferred.

• Knowledge of POS, ERP integrations, API integrations, and data flows.

• Familiarity with ITIL processes and service governance frameworks.

• Strong vendor management experience.

• Excellent stakeholder communication skills.

Preferred Qualifications

• Experience with Salesforce / Microsoft Dynamics CRM.

• Experience managing e-commerce platforms (e.g., Shopify, Magento, SAP Commerce).

• Understanding of loyalty systems and customer analytics tools.

• ITIL certification preferred.

• PMP / Agile certification advantageous.

Key Competencies

• Customer-centric mindset

• Commercial awareness (understanding retail KPIs: sales, conversion, basket size)

• Strong analytical and problem-solving skills

• Vendor & stakeholder management

• Structured documentation and reporting

• Ability to work in fast-paced retail environment