Overview
An experienced Service Delivery Manager is sought to lead managed services delivery across data center operations and structured cabling infrastructure within a highly regulated environment. This role is responsible for ensuring service excellence against SLAs, driving customer satisfaction, and overseeing end-to-end physical infrastructure services. Acting as the key service interface, you will lead internal teams and vendors while ensuring alignment with best practices and continuous improvement initiatives.
Responsibilities
- Manage end-to-end delivery of data center and cabling services under a managed services model
- Ensure compliance with SLAs, KPIs, and contractual service obligations
- Oversee rack & stack, cross-connects, and structured cabling (fiber/copper) activities
- Act as primary stakeholder interface across IT, security, and compliance teams
- Lead service reviews, reporting, and continuous improvement initiatives
- Manage and coordinate teams of engineers, technicians, and subcontractors
- Drive operational excellence through SOPs, change management, and quality control
- Ensure regulatory compliance, audit readiness, and data governance standards
- Monitor incident trends, SLA performance, and service delivery metrics
- Support business continuity and disaster recovery planning for infrastructure services
Requirements
- Bachelor's degree in IT, Engineering, or related discipline
- Minimum 8 years experience in service delivery or operations within data center environments
- Experience supporting regulated industries (e.g., banking/financial services)
- Strong experience in structured cabling and data center infrastructure management
- Knowledge of ITIL frameworks and service management best practices
- ITIL certification required; PMP / ISO / DCIM certifications advantageous
- Familiarity with service management tools (e.g., ServiceNow, CMDB, DCIM)
- Strong stakeholder management and communication skills
Consultant: Lisa Ong Li Xian (EA License No: R24123585)
