IT Service Delivery Manager

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading staffing agency based in Singapore is seeking an Operations Manager to oversee IT service delivery across the region. The ideal candidate will manage the support team, ensure service quality, and foster strong stakeholder relationships. With 5+ years in IT service management and a solid understanding of ITIL practices, you will implement strategies to enhance customer satisfaction and manage vendor relationships effectively. This role demands strong leadership and problem-solving skills, alongside the flexibility to manage multiple priorities in a fast-paced environment.

Qualifications

• Bachelor’s degree in Information Technology, Business Administration, or related field.
• 5+ years of experience in IT service management services.
• Proven experience in managing teams across multiple sites.
• Strong understanding of ITIL framework and service management principles.
• Excellent communication, leadership, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving skills.
• ITIL certification.
• Experience with project management tools and methodologies.

Responsibilities

• Oversee day-to-day operations of customer and workplace services across the region.
• Manage the delivery of end-user computing services or other IT Services.
• Monitor service performance and implement improvements.
• Lead and mentor the onsite support team.
• Serve as the primary point of contact for regional stakeholders.
• Implement strategies to enhance customer satisfaction.
• Manage budgets, timelines, and resources effectively.
• Negotiate contracts and manage vendor relationships.
• Prepare and present reports on service performance.

Job description

Responsibility

• Oversee day-to-day operations of customer and workplace services across the region.
• Manage the delivery of end-user computing services or other IT Services, ensuring timely resolution of issues and service requests.
• Monitor service performance, analyze metrics, and implement improvements to enhance service quality and user experience.
• Ensure adherence to ITIL standards and other best practices in service management.
• Lead and mentor the onsite support team, providing guidance, performance management, and development opportunities.
• Foster a positive work environment that encourages collaboration, innovation, and continuous improvement.
• Coordinate with HR for hiring, training, and professional development of team members.
• Serve as the primary point of contact for regional stakeholders, addressing concerns, and ensuring alignment of services with business needs.
• Proactively gather feedback from end-users to assess satisfaction levels and identify areas for improvement.
• Implement strategies to enhance customer satisfaction (CSAT) and maintain high levels of user engagement.
• Develop and implement strategies to ensure business continuity and minimize service disruptions.
• Manage incidents and escalations, coordinating with other IT teams to resolve critical issues efficiently.
• Ensure all sites are compliant with security policies and disaster recovery procedures.
• Lead regional projects related to IT infrastructure, workplace technology upgrades, and other initiatives.
• Collaborate with global teams to ensure consistency in service delivery and adherence to corporate standards.
• Manage budgets, timelines, and resources effectively to deliver projects on time and within scope.
• Liaise with external vendors and service providers to ensure the quality of third-party services.
• Negotiate contracts and manage vendor relationships to optimize service delivery and cost-effectiveness.
• Prepare and present regular reports on service performance, team productivity, and customer satisfaction metrics.
• Maintain accurate documentation of processes, procedures, and service agreements.

Requirements

• Bachelor’s degree in Information Technology, Business Administration, or related field.
• 5+ years of experience in IT service management services.
• Proven experience in managing teams across multiple sites.
• Strong understanding of ITIL framework and service management principles.
• Excellent communication, leadership, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving skills.
• ITIL certification.
• Experience with project management tools and methodologies.

Interested applicants, please Email , and look for

Jensen Fang Lifa

[e-mail]

Recruit Express Pte Ltd

EA License No. 99C4599

EA Personnel Registration Number: R2197080

We regret that only shortlisted candidates will be contacted.