Service Delivery Manager

The Service Delivery Manager (SDM) is responsible for leading, managing, and enhancing Workplace & End-User Computing (EUC) service delivery operations across Singapore and Malaysia. This role ensures service excellence, operational efficiency, and customer satisfaction for all Workplace-related services under Acclivis and Pacific Internet. The SDM acts as the primary operational anchor across both countries, overseeing day-to-day delivery, driving continuous improvement, coordinating teams, and ensuring alignment with ITIL, organisational standards, and customer SLAs. The role requires strong leadership, stakeholder management, and deep technical understanding of Workplace, EUC, and IT support operations.

1. Service Delivery Ownership & Governance

• Oversee end-to-end service delivery for Workplace/EUC across Singapore and Malaysia.

• Ensure consistent delivery of services in alignment with contractual SLAs, KPIs, and operational standards.

• Monitor service performance metrics, identify gaps, and implement action plans to improve service outcomes.

• Conduct regular service reviews, operational meetings, and performance reporting for internal leadership and clients.

• Ensure adherence to ITIL best practices for Incident, Request, Problem, and Change Management.

2. Leadership & Operational Management

• Lead, mentor, and develop support teams, including on-site Workplace engineers, Service Desk teams, and field support resources.

• Manage resource planning, team scheduling, and workload distribution across both countries.

• Provide guidance and escalation management for critical incidents, major outages, and high-impact service issues.

• Build a culture of accountability, collaboration, and continuous service excellence within the delivery teams.

3. Workplace / End-User Computing (EUC) Delivery Oversight

• Supervise delivery of EUC services including:

• Device provisioning, deployment, and lifecycle management - Workplace hardware and software support (laptops, desktops, peripherals)

• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) support oversight

• Account administration, access provisioning, and basic identity management

• VIP support, remote support, and on-site troubleshooting

• Ensure adherence to SOPs, security guidelines, and compliance requirements.

• Review service trends and proactively identify recurring technical issues for root-cause analysis and long-term resolution.

4. Customer & Stakeholder Management

• Serve as the primary operational point of contact for customers, business units, and external partners for all Workplace service matters.

• Build and maintain strong relationships with stakeholders in Singapore and Malaysia.

• Provide clear communication during service disruptions, planned maintenance, and escalations.

• Manage customer expectations and ensure consistent, high-quality experiences across both countries.

5. Incident, Problem & Escalation Management

• Lead and coordinate major incident responses, ensuring timely resolution and effective communication.

• Drive Problem Management to prevent recurrence of systemic issues.

• Ensure accurate, detailed incident reporting, post-incident reviews, and service recovery actions.

• Collaborate with L2/L3 teams, vendors, and cross-functional teams to resolve complex technical issues.

6. Process Compliance, Quality & Continuous Improvement

• Enforce compliance with internal processes, ITSM workflows, and customer-specific requirements.

• Analyse performance data, identify improvement opportunities, and implement corrective or preventive measures.

• Drive continuous improvement initiatives to enhance efficiency, cost-effectiveness, and user experience.

• Contribute to standardising procedures and building operational playbooks for both Singapore and Malaysia.

7. Tools, Systems & Reporting

• Oversee proper usage of ServiceNow (or equivalent ITSM systems) for ticketing, reporting, and operational workflows.

• Ensure timely and accurate updates of incident, request, and change records.

• Provide operational dashboards, SLA reports, trend analysis, and performance insights to management.

• Ensure Workplace teams are trained and competent in all relevant tools and systems

Essential Requirements

• Degree or Diploma in IT, Computer Science, Business IT, or related fields.

• 5-8 years of experience in IT service delivery, workplace support, EUC operations, or managed services.

• 2-3 years of leadership or supervisory experience in multi-country or multi-site operations.

• Strong understanding of ITIL processes, ITSM tools (e.g., ServiceNow), and service governance.

• Experience managing Workplace/EUC operations, Service Desk environments, and field support teams.

• Excellent communication, stakeholder management, and escalation handling skills.

• Ability to work across Singapore and Malaysia time zones, with occasional travel if required.

Other Qualifications/Experiences

• ITIL Foundation certification (or higher).

• Experience leading teams in managed services, outsourcing, or large enterprise support environments.

• Exposure to cloud productivity tools such as Microsoft 365 and Azure AD.

• Experience with workplace transformation initiatives (modern endpoint management, automation, self-service enhancements).

• Background working with ISP/telco or regional service operations.

Seniority & Progression Consideration

• Role is positioned at a mid-senior management level overseeing multi-country operations.

• Strong performers may progress into: o Regional Service Delivery Lead o Head of Workplace / End-User Services