Job Title: IT Service Delivery Manager
Location: Singapore (Onsite) (Citizen / PR )
Employment Type: Full-Time
Experience Level: Manager / Senior Manager
Position Summary
We are seeking an experienced IT Service Delivery Manager to oversee end-to-end delivery of IT services, ensure operational excellence across multiple technology domains, and manage high-level stakeholder interactions, including senior management and executive leadership. The ideal candidate will have strong service management expertise, excellent communication and escalation-handling capabilities, and a proven track record of driving service improvements in a complex enterprise environment.
Key Responsibilities
Service Delivery & Operations Management
- Lead and govern day-to-day IT service delivery operations across infrastructure, end-user services, applications, networks, cloud, and security.
- Ensure adherence to SLAs, OLAs, KPIs, and ITIL best practices.
- Drive incident, problem, and change management processes with a focus on service quality, stability, and continuous improvement.
- Oversee vendor performance and ensure compliance with contractual commitments.
Stakeholder & Senior Management Engagement
- Serve as the primary point of contact for senior management on all service delivery matters.
- Manage executive-level communications, status reporting, dashboard reviews, and service performance updates.
- Lead governance meetings and service reviews with senior business and IT leadership.
- Navigate complex stakeholder expectations; proactively manage escalations with professionalism and authority.
People & Team Leadership
- Lead and mentor onshore/offshore service delivery teams and ensure alignment with organizational goals.
- Coordinate cross-functional teams for critical incident resolution and service enhancements.
- Promote a culture of accountability, collaboration, and process discipline.
Service Improvement & Strategy
- Identify gaps in service performance and implement corrective and preventive actions.
- Develop and execute service improvement plans, automation opportunities, and operational optimization initiatives.
- Support IT transformation initiatives, technology modernization, and process re-engineering.
Required Skills & Qualifications
- Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
- 8–12 years of progressive IT experience, including 5+ years in IT service delivery or IT operations management roles.
- Strong experience handling senior management and C-suite stakeholders.
- ITIL Foundation certification required (Intermediate or Expert preferred).
- Expertise in service management tools such as ServiceNow, Jira, or BMC Remedy.
- Strong analytical, organizational, and communication skills.
- Demonstrated success in managing global teams and multi-vendor environments.
Preferred Qualifications
- Experience working in telecom, ISP, cloud, enterprise infrastructure, or managed services environments.
- Understanding of modern workplace technologies (M365, Azure AD, Endpoint Management, collaboration tools).
- Familiarity with enterprise networks, cybersecurity operations, and cloud service delivery.
- PMP, Lean Six Sigma, or similar certifications.
