Service Delivery Manager

About Orfeostory

Orfeostory is an award-winning digital solutions agency based in Singapore. Since 2011, we've been helping enterprises and organisations transform with customised website development, mobile apps, cloud solutions, managed IT services, and AI-powered innovations. We pride ourselves on delivering reliable technology with a human touch, ensuring our clients success every step of the way.

The Role

We are looking for a Service Delivery Manager (SDM) to join our growing team. This role is pivotal in ensuring our clients consistently receive high-quality service and support across our portfolio of solutions-including cloud voice, ICT infrastructure, managed IT services.

As the Service Delivery Manager, you will be the bridge between our clients, project teams, and support engineers, making sure service commitments are met, issues are resolved, and long-term relationships are strengthened.

Key Responsibilities

• Oversee delivery of Orfeostory's services to clients, ensuring alignment with SLAs and contractual obligations.
• Act as the primary point of contact for service operations, escalations, and client communication.
• Monitor service performance, prepare reports, and lead regular service review meetings with clients.
• Coordinate with project managers, technical teams, and vendors to ensure smooth service handovers and ongoing support.
• Implement IT service management best practices (e.g., incident, problem, and change management).
• Identify opportunities for process improvements and efficiency gains within service delivery.
• Drive customer satisfaction by anticipating needs, resolving issues quickly, and maintaining strong client relationships.