IT Service Delivery Lead - SLA & Incident Owner (MSP)

EVERNET SYSTEMS PRIVATE LIMITED; Singapore; Hybrid; SGD 120,000 - 180,000; Full time

Job summary

Evernet Systems, a Singapore-based MSP, is looking for a hands-on Service Delivery Manager to own the service desk queue, SLA performance, and client communications during major incidents. You will ensure tickets have owners and next steps, keep projects on schedule, and lead L1/L2 and NOC engineers.

You will work alongside the Tech Lead, decide who does what, manage the on-call roster, and drive weekly updates, post-incident reports, and quarterly reviews as Evernet expands across Southeast

Qualifications

• 5+ years in IT service delivery with queue and SLA responsibility.
• Experience directing engineers with varied technical depth.
• Hands-on use of PSA tools (HaloPSA, ConnectWise or Autotask).
• Working knowledge of ITIL incidents, problems, changes.

Responsibilities

• Run the service desk queue and SLAs.
• Own SLA performance across all clients and escalate at‑risk tickets.
• Assign work in PSA and handle escalations when a ticket stalls.
• Be single point of contact for major incidents (P1) day or night.
• Own the on‑call roster with the after‑hours NOC team.
• Deliver client projects, publish weekly rosters and updates.
• Lead daily huddles, performance reviews and OKRs for L1/L2/NOC.
• Prepare monthly service reports and QBRs with Sales.
• Contribute to AI operations and knowledge base improvements.

Skills

Leadership

Client communication

Queue and SLA management

Stakeholder management

Education

ITIL 4 Foundation

Tools

HaloPSA

ConnectWise

Autotask

Job description

Evernet Systems, a Singapore-based MSP, is looking for a hands-on Service Delivery Manager to own the service desk queue, SLA performance, and client communications during major incidents. You will ensure tickets have owners and next steps, keep projects on schedule, and lead L1/L2 and NOC engineers.

You will work alongside the Tech Lead, decide who does what, manage the on-call roster, and drive weekly updates, post-incident reports, and quarterly reviews as Evernet expands across Southeast