IT Service Delivery Manager

JointHire; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading service provider in Singapore is seeking a skilled individual for a client-facing role in IT service management. You will oversee service delivery, manage client relationships, and drive improvements while ensuring compliance with frameworks like ITIL. Ideal candidates have 3 to 5 years of relevant experience and a strong background in IT infrastructure and cloud services. Attractive compensation, including benefits like insurance and annual leave, is offered.

Benefits

Annual leave: 12 days (adding up to 22 days)

Insurance: Group hospitalization and surgical benefits

Qualifications

• 3 to 5 years in IT service management, experience in IT infrastructure and cloud services.
• Understanding of IT service management principles; ITIL certification preferred.
• Experience with CRM or service management platforms.

Responsibilities

• Serve as the primary contact for clients regarding service issues.
• Monitor SLAs and KPIs, lead service improvement initiatives.
• Manage operational processes and service desk teams.
• Oversee resolution of critical incidents and drive improvements.

Skills

IT service management

Client-facing service delivery

Leadership skills

Analytical problem-solving

Communication skills

Education

Bachelor's degree in Information Technology

Tools

ServiceNow

Job description

Overview

Our Client is a 100% subsidiary company of a Japanese information and Communications Company. They are one-stop service provider of all communication services . Their Singapore office is the regional HQ, providing comprehensive global and local communication services to companies developing their businesses in the region including Singapore, by tailoring services according to the characteristics of each region.

Job Description

Serve as the primary point of contact for clients for service issues, conduct regular service review meetings, aligning client’s expectations and manage client satisfaction.

Monitor and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), identify and lead service improvement initiatives (CSI).

Managing and ensuring the operational processes of the service desk and operational teams, manage the service budget and resources, ensure compliance with ITIL or other relevant frameworks.

Take ownership and oversee the escalation and resolution of critical or major incidents and complex problems to drive swift resolutions and post-incident review.

Proactively identify gaps and inefficiencies in current service delivery processes and lead initiatives to implement improvements, often leveraging frameworks like ITIL.

Conduct regular service review meetings with clients and internal stakeholders, presenting performance reports, discussing service improvements, and providing clear, timely updates during major incidents.

Work with development and technical teams to ensure new services or changes are designed and transitioned into operation smoothly, without negatively impacting the existing service environment.

Oversee and manage the performance of third‑party vendors and suppliers who contribute to the delivery of the service, ensuring they meet their obligations.

Other ad hoc duties as assigned by the company.

Job Requirements

• At least 3 to 5 years in IT service management (IT infrastructure, cloud services) experience.
• Proven track record in a client‑facing service delivery role.
• Bachelor's degree in a relevant Information Technology field.
• Strong understanding of IT service management principles (ITIL certification is often required).
• Excellent leadership and people management skills.
• Strong analytical and problem‑solving abilities.
• Exceptional communication and presentation skills.
• Preferably having ITIL certification.
• Experienced with specific CRM or service management platforms (e.g., ServiceNow) and project management experience would be a plus point.

Compensation

• Working hour: Monday to Friday 8:30AM - 5:30PM.
• Annual leave: 12 days (add 1 day/year up to max 22 days).
• Insurance: Group hospitalization and surgical with outpatient/dental benefits, personal accident insurance coverage.