IT Service Delivery Manager [Mission-Critical Environment]

IDEMIA; Singapore; On-site; SGD 75,000 - 95,000; Full time

Job summary

A leading tech company is seeking an IT Service Delivery Manager based in Singapore. This role is crucial in maximizing customer satisfaction and ensuring solutions meet contractual obligations. Responsibilities include defining maintenance strategies, monitoring service delivery KPIs, and managing customer support. The ideal candidate will have over 5 years of relevant experience and strong communication skills. This is an on-site position with limited work-from-home flexibility.

Qualifications

• 5-8 years of experience in service delivery or customer operations roles.
• Strong ability to interact with internal teams and clients confidently.
• Able to manage urgent or critical client issues under guidance.

Responsibilities

• Maximize customer satisfaction and business value.
• Define maintenance strategies in line with customer requirements.
• Monitor service KPIs and maintenance budget.

Skills

Communication and coordination skills

System maintenance processes understanding

KPI tracking and action plan follow-up

Tools

MS Office

Ticketing systems

Reporting tools

Job description

IT Service Delivery Manager [Mission-Critical Environment]

This role maximizes customer satisfaction and IDEMIAs business value by ensuring solutions run in accordance with customers' contracts and by ensuring scalable maintenance of the solutions.

Defines maintenance strategies in accordance with customer requirements (spare parts management, software updates, support team organization) and associated quotes.

Monitors customer service KPIs and maintenance budget, and drives associated action plans.

Manages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers).

Ensures adequate communication with customer and internal stakeholders through meetings and reporting.

Proposes improvements to maintenance strategy throughout the life of the contract.

Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders.

Understands technical specification and client requirements, and solution architecture.

Defines strategy and manages maintenance activities for simple solutions.

Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer.

Prepares and communicates Supports Activities Reports.

Presents results to customer.

Requirements:

• Minimum 5-8 years of experience in service delivery, technical support, or customer operations roles.
• Strong communication and coordination skills, able to interact with internal teams and clients confidently.
• Basic understanding of system maintenance processes (e.g. updates, issue handling, spare parts planning).
• Ability to work with support engineers, track service KPIs, and follow up on action plans.
• Able to handle urgent or critical client issues with guidance from senior peers.
• Proficient in using MS Office and service tools (e.g. ticketing systems, reporting tools).

Nice-to-Have:

• Experience working with government or enterprise clients.
• Exposure to biometric, identity, or security technology solutions.
• Familiar with crisis management or escalations.
• Able to understand basic technical documentation or solution architecture (no need to be hands-on).

Other Info:

This is an on-site position (based in Singapore), with limited flexibility for WFH only in exceptional cases.