IT Service Delivery Lead — MSP, AI-Driven Growth

Evernet Systems Pte Ltd; Singapore; Hybrid; SGD 90,000 - 150,000; Full time

Benefits offered by this job

Real ownership from day one

Direct founder access

Certification support

Growth across SEA

Job summary

Evernet Systems Pte Ltd is seeking an experienced Service Delivery Lead to own the service desk queue, SLA performance, and project timelines. You will coordinate L1/L2/NOC engineers, balance workload, and communicate with clients during incidents from day one.

You will work with our Tech Lead to define what to do, while owning when and who does it. This role requires hands-on governance rather than deep technical depth and includes after-hours support with travel to Singapore as needed.

Qualifications

• 5+ years in IT service delivery (MSP or in-house) with responsibility for queue and SLA results.
• Experience directing engineers, including seniors.
• Hands-on use of a PSA tool such as HaloPSA, ConnectWise or Autotask.
• Working knowledge of ITIL (incident, problem, change, request).
• Clear written and spoken English for client updates.

Responsibilities

• Run the service desk queue and SLAs across clients and projects.
• Own the on-call roster and after-hours communications for 24x7 service levels.
• Deliver client projects and publish weekly updates and milestones.
• Lead L1, L2 and NOC engineers; conduct coaching, reviews and OKRs.
• Prepare and present monthly service reports and QBRs with Sales.

Skills

Queue management

People leadership

Client communication

ITIL knowledge

English proficiency

Education

ITIL 4 Foundation

Tools

HaloPSA

Job description

Evernet Systems Pte Ltd is seeking an experienced Service Delivery Lead to own the service desk queue, SLA performance, and project timelines. You will coordinate L1/L2/NOC engineers, balance workload, and communicate with clients during incidents from day one.

You will work with our Tech Lead to define what to do, while owning when and who does it. This role requires hands-on governance rather than deep technical depth and includes after-hours support with travel to Singapore as needed.