IT Service Delivery Lead - Client-Focused & SLA-Driven

Recruit Express Pte Ltd; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Recruit Express Pte Ltd in Singapore seeks an experienced IT Service Delivery Manager to ensure SLA-driven IT services and high client satisfaction. You will collaborate with internal teams to develop, implement, and maintain service delivery processes.

The role requires strong ITIL knowledge, leadership to guide the service delivery team, and proactive incident management with vendors. You will monitor performance metrics, report findings, and drive continuous improvement in a regulated,

Qualifications

• Bachelor's degree in IT, CS or related field.
• Proven experience in IT service delivery management with SLA focus.
• Strong ITIL knowledge.
• Excellent communication and stakeholder engagement.
• Demonstrated leadership and team guidance.
• Experience managing vendor relationships.
• Strong analytical and problem-solving skills.
• Certifications like ITIL or PMP are desirable.

Responsibilities

• Manage IT services delivery per SLAs and maintain high customer satisfaction.
• Collaborate to develop, implement, and maintain IT service delivery processes.
• Monitor and report service performance metrics and drive improvements.
• Act as primary contact for clients on IT service delivery issues and escalations.
• Lead incident management with coordination across support teams.
• Develop relationships with clients and align IT services to business needs.
• Drive service improvement initiatives to enhance quality and efficiency.
• Ensure compliance with regulatory requirements and industry best practices.
• Provide leadership to the IT service delivery team and foster continuous improvement.
• Stay abreast of industry trends and incorporate advancements into strategies.
• Perform ad-hoc duties as assigned by supervisor.

Skills

IT service delivery

SLA management

Stakeholder management

Leadership

Vendor management

Analytical thinking

Education

Bachelor's degree in IT/CS or related field

Tools

ITIL framework

PMP (desirable)

Job description

Recruit Express Pte Ltd in Singapore seeks an experienced IT Service Delivery Manager to ensure SLA-driven IT services and high client satisfaction. You will collaborate with internal teams to develop, implement, and maintain service delivery processes.

The role requires strong ITIL knowledge, leadership to guide the service delivery team, and proactive incident management with vendors. You will monitor performance metrics, report findings, and drive continuous improvement in a regulated,