IT Service Manager

JointHire; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading IT service provider in Singapore seeks a Service Delivery Manager. The role involves ensuring client satisfaction through effective management of service issues and operational performance. Candidates should have 3-5 years of experience in IT service management and hold a Bachelor's degree in a relevant field. This position offers competitive benefits and growth opportunities.

Benefits

Variable bonus

Annual health screening

Career growth opportunities

Insurance coverage

Qualifications

• 3-5 years in IT service management experience.
• Experience with IT service management principles (ITIL certification preferred).
• Strong understanding of cloud services.

Responsibilities

• Serve as the primary contact for clients regarding service issues.
• Monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Manage the service desk and operational teams.

Skills

Client-facing service delivery

Leadership

Problem-solving

Communication

Analytical thinking

Education

Bachelor's degree in Information Technology

Tools

ServiceNow

Job description

Company Description

Our Client is a 100% subsidiary company of a Japanese information and Communications Company. They are a 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 managing 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

• Work location: Tanjong Pagar.
• Working hour: Monday to Friday 8:30 AM – 5:30 PM.
• Variable Bonus (Dec / Jun).
• 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.
• Annual Health Screening provided.
• Career growth opportunities.