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Service Delivery Manager is responsible for overseeing the end-to-end delivery of services to clients, ensuring high-quality performance, customer satisfaction, and continuous improvement. This role combines client and stakeholder engagement, operational excellence, and financial oversight to drive service success and business growth.
Client Relationship Management
a. Build and maintain strong client relationships as the primary point of contact for service-related matters.
b. Manage client expectations, inquiries and escalations effectively.
c. Collaborate with clients to understand their needs, gather feedback and ensure satisfaction and retention.
Service Improvement
d. Continuously evaluate service delivery processes to identify improvement opportunities
e. Drive initiatives to enhance service quality and improve customer satisfaction.
f. Stay updated on industry trends and best practices to implement
Sales Support
g. Partner with the sales team to identify upsell and cross-sell opportunities within existing accounts
h. Support the development of proposals and presentations to demonstrate service value.
i. Provide insights from client interactions to help refine sales strategies.
Financial Management
j. Manage service delivery budgets, ensuring cost-effectiveness and optimal resource allocation.
k. Monitor financial performance, analyze variances, and implement corrective actions where necessary.
Risk Management
l. Identify potential risks and issues related to service delivery and implement mitigation plans.
m. Ensure compliance with relevant regulations, standards and organizational policies.
Reporting & Documentation
n. Prepare and deliver regular service performance reports to clients and management.
o. Maintain accurate and up-to-date documentation, including service processes, policies and operational manuals.
i. Minimum 8 years proven Service Delivery experience in the IT industry in similar capacity.
ii. Experience managing client relationships and service performance.
iii. Proven experience in Service Delivery, Operations and Account Management roles.
iv. IT Infrastructure Library (ITIL) certified and experience in application of the framework. (required)
v. Certification in Customer Success Management will have added advantage.
StarHub Limited, most commonly known as just Starhub, is a Singaporean multinational telecommunications conglomerate and one of the major telcos operating in the country. Founded in 1998, it is listed on the Singapore Exchange (SGX).
Job ID: 148330573
Skills:
Service Improvement, Service Delivery, Sales Support, Reporting Documentation, Customer Success Management, Client Relationship Management, Risk Management, Financial Management
Skills:
Service Improvement, Service Delivery, Sales Support, Reporting Documentation, Client Relationship Management, Financial Management, Risk Management
Skills:
User Support, virtualization, Application Support, Enterprise Applications, Networking, Problem Management, Servers, Incident Management, Log Analysis, border control systems, Infrastructure, Customer Handling, technical support, issue investigation, Troubleshooting, cloud-native platforms, Security Systems, service delivery operations management, biometric systems
Skills:
Enterprise Applications, Servers, Application Support, Incident Management, Problem Management, Virtualization, Service Delivery Operations Management, Biometric Systems, Service Governance, ITIL Knowledge or Certification, Infrastructure Networking, Customer Handling, Border Control Systems, Cloud-native Platforms, Technical Support, SLA KPI Management, Multi-vendor Environments, Security Systems
Skills:
Service Delivery Management, Service Delivery, Service Request Management, Incident Handling, Problem Solving, Endpoint Management, Management Skills, Achieving Kpis, Customer Satisfaction, monitoring SLAs, resolved escalations, point of contact for clients
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