IT Service Delivery Manager

CHASSasia (Singapore) Pte Ltd; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

A leading IT service provider in Singapore is looking for a Service Delivery Manager to lead and mentor technical teams, manage IT project deliveries, and maintain customer relationships. The ideal candidate should have at least 5 years of experience in service delivery, strong skills in Microsoft 365 and Azure, and a background in ITIL practices. Competitive salary and career growth opportunities are offered.

Qualifications

• Minimum 5 years of experience in IT service delivery or project management.
• Proven leadership experience managing technical teams.
• Strong understanding of cloud technologies and infrastructure.

Responsibilities

• Lead and mentor Project and Service Delivery Engineers.
• Manage delivery of onsite and remote managed services.
• Oversee end-to-end delivery of IT projects.
• Serve as escalation point for customers on service issues.
• Enhance service workflows and implement ITIL-aligned best practices.

Skills

Leadership

Project Management

Microsoft 365

Azure

Customer Engagement

Problem Solving

Education

Degree/Diploma in IT or related field

Tools

ITIL

AWS

Job description

Key Responsibilities

Team Leadership & Operations

• Lead and mentor Project and Service Delivery Engineers.
• Plan resources, manage workloads, and monitor team performance.
• Ensure productivity targets and billable utilisation for engineers are met (weekly & monthly).
• Oversee timesheet accuracy, documentation quality, and operational discipline.

Service Delivery & Managed Services

• Manage delivery of onsite (insource) and remote (outsourced) managed services.
• Ensure maintenance customers receive timely first response according to SLAs.
• Oversee managed service contract renewals and ensure timely invoicing.
• Monitor service performance trends and implement operational improvements.

Project Management

• Oversee end-to-end delivery of IT projects (Microsoft 365, Azure, infrastructure, security, etc.).
• Coordinate with Sales, Presales, Technical, and Finance teams to ensure smooth execution.
• Track project milestones, manage risks, and ensure delivery within scope and timeline.

Customer Relationship Management

• Serve as escalation point for customers on service and project issues.
• Build strong customer relationships and maintain high satisfaction levels.
• Identify new requirements, upsell opportunities, and service gaps.
• Conduct periodic service reviews with key customers.

Process Improvement & Governance

• Enhance service workflows, SOPs, and delivery frameworks.
• Implement ITIL-aligned best practices for incident, problem, and change management.
• Drive continuous operational improvement across the service department.

Requirements

• Degree/Diploma in IT, Computer Science, Engineering, or related field.
• Minimum 5 years of experience in IT service delivery, operations, or project management.
• Proven leadership experience managing technical teams.
• Strong understanding of Microsoft 365, Azure, cloud technologies, and infrastructure.
• Excellent communication, customer engagement, and problem-solving skills.
• Able to work in a fast-paced environment and handle multiple priorities.
• Certifications in Microsoft 365, Azure, AWS, or ITIL preferred.