Managed Services Manager (MSM)

Exasoft Pte. Ltd.; Singapore; On-site; SGD 140,000 - 210,000; Full time

Job summary

Exasoft Pte. Ltd. is seeking an experienced Service Delivery Manager to oversee end-to-end service delivery for enterprise clients in a managed services context.

You will lead governance, escalations, and continuous service improvement while coordinating cross-functional teams to ensure outcomes align with client expectations. The ideal candidate brings 8+ years in IT and managed services, strong leadership, and solid ITIL knowledge.

Qualifications

• 8+ years of experience in IT and managed services environments.
• Strong leadership and stakeholder management skills.
• Sound knowledge of ITIL processes and service management best practices.

Responsibilities

• Oversee service delivery, customer engagement, governance, escalation management, and continuous service improvement in a managed services setting.
• Manage customer relationships, escalations, and service governance.
• Coordinate cross-functional technical teams to drive operational excellence.
• Proven track record of delivering on enterprise customer service delivery outcomes.
• Engage senior customer stakeholders and internal leadership teams effectively.

Skills

Leadership

Stakeholder management

Communication

Problem solving

Analytical thinking

Education

ITIL Certification

PMP Certification

PRINCE2 Certification

Job description

Responsibilities

• Oversee service delivery, customer engagement, operational governance, escalation management, and continuous service improvement activities within a managed services environment.
• Experience managing customer relationships, escalations, and service governance.
• Ability to coordinate cross-functional technical teams and drive operational excellence.
• Proven track record of managing enterprise customers and service delivery outcomes.
• Comfortable engaging senior customer stakeholders and internal leadership teams.
• Strong understanding of incident, problem, change, and escalation management processes.

Requirements

• Proven experience in managed services and service delivery environments.
• Strong leadership and stakeholder management skills.
• Sound knowledge of ITIL processes and service management best practices.
• Strong communication, analytical, and problem-solving capabilities.
• Relevant certifications such as ITIL, PMP, or PRINCE2 would be advantageous.
• 8+ years of relevant IT and managed services experience.
• Experience in roles such as Managed Services Manager, Service Delivery Manager, Operations Manager, Delivery Lead, or similar.