IT Regional Service Delivery Manager

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A staffing services company in Singapore is seeking a Contract IT Regional Service Delivery Manager. This role involves overseeing operations, leading teams, and ensuring high customer satisfaction. The ideal candidate has IT service management experience, strong leadership skills, and a solid understanding of ITIL principles. Responsibilities include managing regional projects, vendor relations, and performance reporting. Interested applicants should send their resumes to the provided email. This is a full-time position requiring regional travel.

Qualifications

• Proven experience in managing teams across multiple sites.
• Ability to manage multiple priorities in a fast-paced environment.
• Familiarity with workplace technology trends and innovations.

Responsibilities

• Oversee day-to-day operations of customer and workplace services.
• Lead and mentor the onsite support team.
• Serve as the primary point of contact for regional stakeholders.
• Develop strategies to ensure business continuity.
• Lead regional projects related to IT infrastructure.
• Liaise with external vendors to ensure quality service delivery.
• Prepare regular reports on service performance and metrics.

Skills

Experience in IT service management

Strong understanding of ITIL framework

Excellent communication skills

Leadership and interpersonal skills

Analytical and problem-solving skills

Education

ITIL certification

Tools

Project management tools

Job description

We are hiring under Recruit Express headcount and details of this position are:

Job Title

Contract IT Regional Service Delivery Manager

Location

Central

Working Hours

Mon - Fri

Regional travelling is required for this position

Job Description:

1. Service Management

• Oversee day-to-day operations of customer and workplace services across the region.
• Manage the delivery of end-user computing services, ensuring timely resolution of issues and service requests.
• Monitor service performance, analyze metrics, and implement improvements to enhance service quality and user experience.
• Ensure adherence to ITIL standards and other best practices in service management.

2. Team Leadership

• Lead and mentor the onsite support team, providing guidance, performance management, and development opportunities.
• Foster a positive work environment that encourages collaboration, innovation, and continuous improvement.
• Coordinate with HR for hiring, training, and professional development of team members.

3. Customer Satisfaction

• Serve as the primary point of contact for regional stakeholders, addressing concerns, and ensuring alignment of services with business needs.
• Proactively gather feedback from end-users to assess satisfaction levels and identify areas for improvement.
• Implement strategies to enhance customer satisfaction (CSAT) and maintain high levels of user engagement.

4. Business Continuity

• Develop and implement strategies to ensure business continuity and minimize service disruptions.
• Manage incidents and escalations, coordinating with other IT teams to resolve critical issues efficiently.
• Ensure all sites are compliant with security policies and disaster recovery procedures.

5. Project Management

• Lead regional projects related to IT infrastructure, workplace technology upgrades, and other initiatives.
• Collaborate with global teams to ensure consistency in service delivery and adherence to corporate standards.
• Manage budgets, timelines, and resources effectively to deliver projects on time and within scope.

6. Vendor Management

• Liaise with external vendors and service providers to ensure the quality of third-party services.
• Negotiates contracts and manages vendor relationships to optimize service delivery and cost‑effectiveness.

7. Reporting & Documentation

• Prepare and present regular reports on service performance, team productivity, and customer satisfaction metrics.
• Maintain accurate documentation of processes, procedures, and service agreements.

Requirements

• Experience in IT service management, with a focus on end‑user computing and workplace services.
• Proven experience in managing teams across multiple sites.
• Strong understanding of ITIL framework and service management principles.
• Excellent communication, leadership, and interpersonal skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Strong analytical and problem‑solving skills.

ITIL certification

• Experience with project management tools and methodologies.
• Familiarity with workplace technology trends and innovations.

Interested applicants please send your resume to [e-mail]

Rita Shi Tianhe

Outsourcing Team

Recruit Express Pte Ltd

EA License No: 99C4599

We regret that only shortlisted candidates will be contacted.