Service Delivery Manager (IT Projects & Solutions)
Job Overview
We are representing a client seeking a Service Delivery Manager to lead and manage end-to-end delivery of commercial IT projects, from presales engagement through implementation and transition to support.
This role requires a well-rounded individual with experience across presales, project management, and service delivery, capable of coordinating cross-functional teams spanning infrastructure, applications, and cybersecurity domains. The successful candidate will play a key role in ensuring solutions are well-defined, effectively delivered, and aligned with customer and business expectations.
Key Responsibilities
Presales & Solutioning
- Participate in presales activities including customer discussions, requirement gathering, and solution workshops.
- Translate business and technical requirements into practical solution proposals, scope of work, and implementation approaches.
- Support development of project estimates, timelines, resource planning, and delivery assumptions.
- Act as a key liaison between sales, technical teams, and customers during opportunity qualification and proposal stages.
Project Delivery & Management
- Lead end-to-end project delivery for awarded IT projects, ensuring alignment to scope, timelines, and quality expectations.
- Develop and manage project plans, including milestones, deliverables, dependencies, risks, and resource allocation.
- Track progress, manage risks/issues, and provide regular status updates to stakeholders.
- Coordinate testing, UAT, cutover planning, deployment, and post-go-live (hypercare) support.
Service Delivery & Transition
- Ensure smooth transition from implementation to support, including handover documentation, support scope definition, and escalation procedures.
- Coordinate with internal support teams and external vendors to ensure service readiness and continuity.
- Maintain delivery governance through proper documentation, reporting, and closure processes.
Vendor & Stakeholder Management
- Manage third-party vendors, implementation partners, and service providers to ensure timely and quality delivery.
- Monitor vendor performance, resource utilisation, and adherence to project commitments.
- Engage stakeholders across business, IT, and customer environments to ensure clear communication and alignment.
Technical & Cross-Domain Coordination
- Work across infrastructure, applications, cybersecurity, and cloud environments to support solution delivery.
- Coordinate technical teams for system implementation, integration, network setup, security controls, and managed services.
- Ensure all technical dependencies, assumptions, and risks are clearly identified and managed.
Governance & Continuous Improvement
- Maintain project documentation including proposals, SOWs, project plans, RAID logs, status reports, and closure records.
- Ensure compliance with delivery standards, governance processes, and quality expectations.
- Drive continuous improvement in delivery practices, proposal quality, and operational readiness.
Requirements
- Diploma or Degree in Information Technology, Computer Science, Engineering, Cybersecurity, Business Information Systems, or related field.
- Minimum 3-5 years of relevant experience in IT project delivery, service delivery, or presales support roles.
- Proven experience managing IT projects involving infrastructure, enterprise applications, cloud, networks, or cybersecurity solutions.
- Good understanding of presales lifecycle, including proposal development, scope definition, and costing inputs.
- Experience managing third-party vendors and implementation partners.
- Familiarity with project management practices (planning, risk management, issue tracking, stakeholder reporting).
- Strong communication and presentation skills, with the ability to engage both technical and non-technical stakeholders.
- Ability to manage multiple projects and priorities in a structured and organised manner.
Preferred / Advantageous Skills
- Exposure to cloud platforms, enterprise systems, or cybersecurity solutions.
- Experience in system integration or multi-domain project coordination.
- Familiarity with tools and documentation such as SOWs, project plans, RAID logs, and service transition frameworks.
- Certifications in Project Management (e.g. PMP, PRINCE2), IT Service Management (e.g. ITIL), Cloud, or Cybersecurity.
Key Competencies
- Project and service delivery management
- Presales and solutioning capability
- Stakeholder and vendor management
- Risk management and problem-solving
- Communication and presentation skills
- Cross-functional coordination
Additional Information
- This role offers exposure to end-to-end IT project lifecycle, from presales through delivery and service transition.
- Suitable for candidates looking to grow into senior delivery, program management, or solution leadership roles.
- Candidates with balanced experience across commercial, technical, and delivery aspects will be highly preferred.
WOLA RECRUITMENTPTE. LTD. (23C1703)
EA Personnel No:R21100547 EA Personnel Name:KIT WEE LEX
