Software Service Delivery Engineer

IBASE TECHNOLOGY PRIVATE LIMITED; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading technology company is seeking a Software Service Delivery Engineer to manage post-deployment client engagements. This role involves ensuring client satisfaction, overseeing service delivery, and handling risk and escalation management. The ideal candidate will have a strong technical background, excellent communication skills, and experience in client-facing roles. Join a dynamic team to enhance client relationships and deliver exceptional service.

Qualifications

• 3–5 years of experience in a client-facing software support or service delivery role.
• Prior experience in project coordination or technical account management is a plus.

Responsibilities

• Serve as the primary point of contact for assigned clients post-go-live.
• Coordinate with support, development, and QA teams to ensure timely resolution of client-reported issues.

Skills

Communication

Problem Solving

Analytical

Education

Bachelor’s degree in Computer Science

Bachelor’s degree in Information Systems

Tools

Jira

Freshdesk

Servicenow

Job description

Position Summary

The Software Service Delivery Engineer plays a critical role in managing post-deployment client engagements. Acting as a liaison between clients and internal technical teams, this role ensures the smooth delivery of ongoing support, issue resolution, minor enhancement rollouts, and client satisfaction. The incumbent functions similarly to a Project Manager but is specialized in managing service operations after the initial implementation.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned clients post-go-live.

• Build and maintain strong, long-term client relationships through regular engagement and proactive support.

Service Delivery Oversight

• Coordinate with support, development, and QA teams to ensure timely resolution of client-reported issues and service requests.

• Track SLAs and ensure service delivery commitments are met or exceeded.

• Monitor system performance and usage metrics; proactively identify potential issues or improvement areas.

Post-Implementation Support

• Manage post-launch support phases including stabilization, minor updates, and release coordination.

• Organize knowledge transfer to internal support or technical teams as needed.

Change & Enhancement Management

• Collect, evaluate, and document client enhancement requests.

• Collaborate with product and engineering teams to prioritize and scope client-specific changes.

Stakeholder Communication

• Provide regular status updates and reports to clients and internal stakeholders.

• Facilitate client review meetings, service reviews, and improvement initiatives.

Risk & Escalation Handling

• Identify risks to service continuity or client satisfaction and drive mitigation actions.

• Act as an escalation point for critical issues or service failures.

Requirements

Education & Experience

• Bachelor’s degree in Computer Science, Information Systems, or related field.

• 3–5 years of experience in a client-facing software support or service delivery role.

• Prior experience in project coordination or technical account management is a plus.

Technical Skills

• Strong understanding of software systems, service operations, and support lifecycle.

• Familiarity with ticketing systems (e.g., Jira, Freshdesk, Servicenow) and reporting tools.

Soft Skills

• Excellent communication and interpersonal skills.

• Strong analytical, problem-solving, and organizational abilities.

• Ability to manage multiple client accounts and priorities simultaneously.

Preferred Qualifications

• Experience working in SaaS or enterprise software environments.

• Knowledge of ITIL or other service management frameworks.

• Project Management or Client Success certification (e.g., PMP, CSM, CSPO) is advantageous.