Service Delivery Lead

About the Company

iCompaz is a trusted Singaporean technology services provider, powered by global and comprehensive expertise. We have the distinction of being a Joint Venture of two globally respected institutions, Infosys and Temasek.

Our service offerings span Intelligent Operations & Cybersecurity, Digital Business Transformation, and Technology Adoption & Implementation. We focus on building intelligent, secure, and scalable operations through AI, Automation, and proactive cyber resilience, while reimagining business models and customer experiences with data‑driven strategies, agile platforms, and integrated ecosystems. At the same time, we accelerate the adoption of next‑generation technologies — from cloud and AI to emerging platforms — guided by a culture of innovation and growth.

We serve a comprehensive client network spanning multiple industries and are helping clients meet the challenges of the digital economy in Financial Services, Retail, Transportation and Logistics, Telecommunications, Healthcare and Public Sector, among others.

Location: Singapore (Onsite – client & iCompaz office)

Engagement: Contract (1 year)

Experience: 8–12 years

About the Role

We are looking for a Service Delivery Management (SDM) Lead to own and drive day‑to‑day IT service delivery across multiple service domains for a strategic client engagement. This role is critical in ensuring service stability, SLA adherence, robust governance, and continuous service improvement.

The SDM Lead will work closely with senior stakeholders and lead cross‑functional teams to deliver high‑quality IT services while supporting service transformation initiatives.

Key Responsibilities

Service Delivery & Operations

• Own end‑to‑end service delivery across ITSM, ITAM, BCM, and ServiceNow Operations
• Ensure SLA and KPI adherence across all service domains
• Lead and manage Major Incidents (P1/P2), including escalation, communication, RCA, and prevention actions

Service Governance & Continuous Improvement

• Conduct bi‑weekly operational reviews, monthly service reviews, and quarterly executive service reviews
• Track risks, issues, and action items to closure
• Drive Continual Service Improvement (CSI) initiatives

ServiceNow & Reporting

• Oversee ServiceNow BAU operations, data quality, enhancements, and platform stability
• Ensure accurate operational and executive dashboards and reports

Governance, Risk & BCM

• Ensure audit, governance, BCM, and ITDR compliance
• Maintain audit‑ready documentation and service evidence

Stakeholder & Team Management

• Act as the primary operational point of contact for internal and client stakeholders
• Lead and manage ITSM, ITAM, BCM, and ServiceNow operations teams
• Support service transition, onboarding, and stabilization

Required Skills & Experience

• 8–12 years of experience in IT Service Management / Service Delivery
• Strong knowledge of ITSM processes (Incident, Problem, Change, Request, Asset, CMDB)
• Proven experience managing SLAs, KPIs, and service governance
• Hands‑on experience with ServiceNow operations and reporting
• Excellent stakeholder management and communication skills
• Experience working in regulated or enterprise environments preferred

iCompaz is a Joint Venture between Infosys Limited and Temasek Holdings, both global leaders in their respective industries, and the JV was created exclusively to bring Digital Transformation capabilities and global skills to the ASEAN market. Temasek Holdings is a global investment company headquartered in Singapore. Infosys is a global leader in next-generation digital services and consulting, headquartered in Bangalore, India. We take pride in our fair employment opportunity. You are welcome at iCompaz regardless of age, race, gender, religion, marital status and family responsibilities, or disability. We offer an inclusive and diverse workplace environment to support your career aspirations. We have a strong emphasis on continuous learning to your professional and personal growth. If you are looking for an opportunity where you would be able to make an impact with what you are good at, and at the same time being able to explore any other area that interests or motivates you, WE'VE GOT YOU COVERED!