Service Delivery Manager (Remote)

Company Overview

Evernet Systems is a Managed Service Provider headquartered in Singapore, serving small and mid-size businesses across a range of industries. Founded 12 years ago, we believe every organisation deserves seamless, fully managed IT that simply works.

Our mission is to be the most valuable IT partner to our clients, delivering Managed IT, Secure IT, and AI-augmented Productivity. We are transforming from a traditional MSP into a Modern Infrastructure Provider (MIP), driven by our core belief in AI-augmented productivity that maximises human potential. We operate with a growth mindset: 1% improvement every day.

Our Brand Promise: Productivity and Peace of Mind - Delivered.

If you want to build something meaningful alongside the founders, driving service excellence in a high-trust environment, and being part of an MSP that's reimagining how managed IT is delivered - you may be the person we're looking for.

Evernet Systems is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

How We Work

Evernet operates on outcomes, not hours. You will have a structured daily huddle, a weekly reporting cadence, and clear KPIs - beyond that, you own your time. Our tool stack includes a PSA/ticketing system (HaloPSA), project management platform (ClickUp), centralised Knowledge Base (IT Glue), service delivery dashboards (MSPBots), and Microsoft Teams for team communication.

You will be trusted to manage up, manage across, and lead your team without hand-holding. This is a remote role, but you are expected to be present, responsive, and engaged during Singapore business hours (09:00–18:00 SGT).

This role begins as a contract engagement (minimum 6 months) with a clear path to permanent conversion based on performance. Evernet is building for the long term - we want this to be a career move, not a short-term gig.

Role Summary

This is NOT a passive monitoring role. We are hiring a Service Delivery Manager who will be the operational backbone of Evernet Systems  ensuring that every client's IT environment is operational, reliable, and secure 24×7. If our core value Behave Like a Winner  Take Ownership and Be Accountable resonates with how you already work, keep reading.

Let's be upfront: we're not looking for just another employee. We're looking for someone who wants to build something together with us  someone who takes pride in running a tight operation, who gets energised by seeing clients succeed because of your team's work, and who wants to shape how a growing MSP delivers service. If you just want a stable role doing the same thing every day, this isn't the right fit. If you want to be part of building something better, read on.

You are responsible for two things above all else: service delivery excellence and project delivery discipline. You own the client experience from ticket to resolution, from project kickoff to go-live. You manage the engineering team's day-to-day operations  scheduling, time entries, ticket queue health, SLA compliance  and you coordinate projects from scoping through delivery.

You work in close partnership with the Senior Systems Engineer (Technical Lead), who owns all technical decisions, escalations, and solution quality. The split is clean: you own the when, who, and how much of delivery; the Tech Lead owns the what and how of engineering. Together, you and the Technical Lead run the full operations of Evernet's service delivery.

Teamwork is the heartbeat of success in this role. You form a tight alliance with the Technical Lead and the engineering team to navigate the complexities of service delivery, balancing client expectations with Evernet's strategic objectives.

Key Responsibilities

1) Service Delivery Management (Primary)

• SLA Management: Monitor SLA compliance daily. Identify tickets at risk of breaching and take preemptive action before they do. Ensure Evernet delivers on its service commitments to every client.
• Ticket Queue Health: Own the daily ticket queue  monitor for unassigned tickets, ageing tickets, stale tickets, and SLA-breach risks.

2) Project Management (Primary)

• Project Scoping & Estimation: Scope projects with clients estimate effort (hours), timeline, resource requirements, risks, and dependencies. Create detailed scope documents.
• Resource Assignment & Scheduling: Determine project sizing (Small/Medium/Large) and assign L1, L2, and L3 engineers based on availability and skill fit. Own client project scheduling end-to-end maintenance windows, go-live dates, milestone scheduling.

3) P1 Incident Coordination

• Client Communication: You are the single point of contact for the client during a P1 incident. Provide regular, clear status updates with estimated resolution times.
• Team Coordination: Pull in the right engineers, schedule bridge calls, and ensure the Technical Lead has what they need to resolve the issue.

4) Team Leadership & People Management

• Daily Huddles: Host the morning huddle between 9:00 - 9:30 SGT and closing huddle (17:15–17:30 SGT) daily. Set the day's priorities, review progress, and ensure nothing falls through the cracks.
• L1/L2 Team Management: Direct management of all engineers - scheduling, task assignment, performance reviews, and day-to-day guidance. You are their first point of escalation for non-technical issues.

5) After-Hours & On-Call Coordination

• On-Call Roster: Own the weekly on-call schedule. Ensure there is always a Remote Engineer on standby and an Onsite L2/L3 standby assigned for P1 incidents requiring physical presence.
• After-Hours Escalation: Coordinate after-hours escalation when P1 incidents occur outside business hours. Ensure the right engineer is contacted and the client is informed promptly.

6) Operational Governance & Compliance

• Knowledge Base & Documentation Governance: Own the structure, audit cadence, and completeness standards of the company's Knowledge Base and documentation system.
• Compliance Audit Tracking: Track that quarterly compliance audits happen on schedule. Chase follow-ups and ensure identified gaps are remediated.

7) Stakeholder & Process Management

• Sales & Service Alignment: Synchronise with the Sales team to ensure service deliverables complement sales strategies. Provide service delivery input during pre-sales when needed.
• Process Improvement: Continuously identify inefficiencies in service delivery and project management processes. Propose and implement improvements aligned with the Win-Win-Win principle.

8) AI-Powered Service Delivery (MIP Readiness)

• AI Agent Performance Monitoring: Monitor and report on AI agent performance metrics (resolution rate, escalation rate, hallucination incidents) as they are deployed to client environments.
• AI Ops Dashboard: Manage the AI Ops dashboard alongside traditional SLA dashboards. Track hybrid human+AI service delivery metrics as a unified view.

Tools You'll Use Daily

• PSA / Ticketing System (currently HaloPSA)
• Project Management (currently ClickUp)
• Knowledge Base & Documentation System (currently IT Glue)
• Service Delivery Dashboard (currently MSPBots)
• Microsoft Teams: Team communication, daily huddles, client meetings.
• Microsoft 365 (SharePoint/OneDrive)

Non-Negotiable (Pass/Fail) Requirements

• Minimum 5 years experience in service delivery or operations, with at least 2 years in a management role (MSP/SI preferred).
• Strong ownership mindset - full accountability for service outcomes, process discipline, and escalation governance.
• Proven SLA management, ticket queue governance, and client reporting experience in an MSP or similar environment.
• Demonstrated project delivery capability (scoping, estimation, resource allocation, tracking, on-time execution).
• Strong executive communication - able to translate operational issues into clear business language.
• Proven leadership of L1/L2 engineers, running daily standups and enforcing performance standards.
• Proficiency with PSA tools (HaloPSA, ConnectWise, Autotask), documentation platforms (IT Glue, Hudu, Confluence), and project tools (ClickUp, Asana, Monday).
• Must work Singapore business hours (09:00–18:00 SGT) consistently.
• Strong remote collaboration discipline with proactive communication and escalation.

Nice to Have

• Direct MSP experience in multi-client environments.
• Bachelor's degree in Business, IT, or related field.
• ITIL, PMP, or equivalent certifications.
• Familiarity with Agile/Scrum and structured management frameworks.
• Technical literacy across Microsoft 365, networking, backup, and security fundamentals.
• Experience with service dashboards (MSPBots, BrightGauge).
• Exposure to AI-assisted ticketing, automation, or AI-powered reporting tools.

What Success Looks Like (First 6 Months)

• First 30 days:

Establish disciplined operating cadence (daily huddles, 1-on-1s, escalation governance).

Own ticket queue health and SLA visibility.

Build relationships with Technical Lead, engineers, and key clients.

• By 60–90 days:

Deliver consistent executive reporting and run first QBR.

Demonstrate proactive SLA risk management.

Stabilise on-call, documentation governance, and project cadence.

• By 3–6 months:

Show measurable improvements in SLA attainment and service metrics.

Establish performance reviews and OKRs.

Actively manage hybrid human+AI service delivery dashboards alongside traditional KPIs.

What We Offer

• Base Salary: SGD $4,000 – $5,000 per month.
• Variable Performance Bonus tied to measurable service improvements and client outcomes.
• Fully remote role (09:00–18:00 SGT) with direct access to MD/CEO and Technical Lead.
• Clear growth pathway toward Regional SDM as the company scales.
• Opportunity to operate at the forefront of AI-powered managed services.
• A culture built on ownership, continuous improvement, and performance-driven execution.