Govt & Enterprise Service Delivery Lead (Cloud CX)

Toku Ltd.; Singapore; Hybrid; SGD 120,000 - 180,000; Full time

Benefits offered by this job

Training & development

Discretionary bonus

Health coverage

Paid annual leave

Job summary

Toku Ltd. is seeking a Service Delivery Manager for Government & Enterprise Accounts in Singapore. The role focuses on day-to-day operations, governance, and quality of service for a strategic government account, coordinating BAU activities and ensuring SLA adherence.

You will liaise between client stakeholders and internal delivery teams, lead service reviews, maintain documentation, and support audits while driving continuous service improvements across cloud and enterprise environments.

Qualifications

• ITIL Foundation certification with hands‑on practice in Incident, Problem, Change and Release Management.

Responsibilities

• Act as the primary service delivery lead for assigned accounts, owning SLA governance and overall service performance.
• Oversee incident, problem, change and release management across multiple teams to ensure timely resolution.
• Track, analyse, and report service metrics to clients and internal stakeholders.
• Lead incident reporting and contribute to governance documentation including service credits discussions.
• Coordinate multi-disciplinary teams to meet contractual timelines and deliverables.
• Identify governance gaps and drive improvements to strengthen service stability and compliance.
• Maintain understanding of cloud/enterprise environments to translate technical insights for non‑technical stakeholders.
• Conduct regular onsite client meetings and maintain strong client relationships.

Skills

ITIL Certification

SLA Governance

Incident Management

Stakeholder Engagement

Cross-Functional Orchestration

Cloud Experience

Documentation Skills

Reporting

Job description

Toku Ltd. is seeking a Service Delivery Manager for Government & Enterprise Accounts in Singapore. The role focuses on day-to-day operations, governance, and quality of service for a strategic government account, coordinating BAU activities and ensuring SLA adherence.

You will liaise between client stakeholders and internal delivery teams, lead service reviews, maintain documentation, and support audits while driving continuous service improvements across cloud and enterprise environments.