Operations Manager / Service Delivery Manager

awecreation pte. ltd.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

awecreation pte. ltd. is seeking an experienced Operations Manager / Service Delivery Manager to run day-to-day cybersecurity and managed services operations in Singapore. You will oversee the delivery team, manage contracts/SLA performance, and drive improvements across SOPs, workflows, and KPIs.

In this hands-on, people-first role, you will coordinate client reviews, mentor engineers, and ensure uninterrupted service delivery while aligning with ISO27001 and PDPA considerations.

Qualifications

• 3+ years experience in operations management, service delivery, or account management in IT services or cybersecurity.
• Proven experience managing client contracts and SLAs.
• Experience supervising a team of technical engineers or support staff.
• Strong stakeholder management and customer-facing communication.
• Solid understanding of IT/cybersecurity service operations; ITIL knowledge a plus.
• Excellent organizational skills with ability to balance multiple priorities.
• Calm, resilient, team-first mindset in high-pressure incidents.

Responsibilities

• Own end-to-end day-to-day operations across the business, ensuring resources, schedules, tools, and processes run smoothly
• Build and continuously improve internal SOPs, workflows, and operational KPIs
• Manage vendor and subcontractor relationships that support service delivery
• Support budgeting, resource planning, and operational reporting to leadership
• Act as the primary point of contact for key managed service clients, owning contract performance and SLA adherence
• Oversee the daily deployment, performance, and wellbeing of technical team placed at client sites
• Run regular service reviews with clients, addressing escalations and identifying opportunities to expand the relationship
• Coordinate rostering, coverage, and escalation pathways to ensure uninterrupted service delivery
• Partner with technical team to ensure incidents are resolved within contracted timelines
• Manage, coach, and develop the technical team, ensuring performance, morale, and retention
• Champion cybersecurity-first mindset across daily operations
• Support recruitment, onboarding, and workforce planning for service delivery roles

Skills

Operations management

Service delivery

Stakeholder management

ITIL knowledge

Team leadership

ISO27001 familiarity

Job description

Operations Manager / Service Delivery Manager

Cybersecurity & Managed Services | Singapore

About the Role

We are looking for a hands-on, people-first Operations Manager to run the day-to-day operations of our cybersecurity and managed services business. This role also doubles up as Service Delivery Manager for our key managed service accounts, owning the health of our client relationships and the performance of our Level 1 engineers deployed on-site and remotely to service them daily.

You will sit at the intersection of operations, people management, and customer success — ensuring our internal engine runs smoothly while making sure our clients feel the value of our service every single day.

What You'll Be Doing

Operations Management

• Own end-to-end day-to-day operations across the business, ensuring resources, schedules, tools, and processes run smoothly
• Build and continuously improve internal SOPs, workflows, and operational KPIs
• Manage vendor and subcontractor relationships that support service delivery
• Support budgeting, resource planning, and operational reporting to leadership

Service Delivery Management

• Act as the primary point of contact for key managed service clients, owning contract performance and SLA adherence
• Oversee the daily deployment, performance, and wellbeing of technical team placed at client sites
• Run regular service reviews with clients, addressing escalations and identifying opportunities to expand the relationship
• Coordinate rostering, coverage, and escalation pathways to ensure uninterrupted service delivery
• Partner with technical team to ensure incidents are resolved within contracted timelines

People & Culture

• Manage, coach, and develop the technical team, ensuring performance, morale, and retention
• Champion our core values and cybersecurity-first mindset across daily operations
• Support recruitment, onboarding, and workforce planning for service delivery roles

What We're Looking For

• 3+ years of experience in operations management, service delivery, or account management — ideally within IT services, managed services, or cybersecurity
• Proven experience managing client contracts and SLAs, ideally in a managed services environment
• Experience managing or supervising a team of technical engineers or support staff
• Strong stakeholder management skills — comfortable being the face of the company to clients and internal teams alike
• Solid understanding of IT/cybersecurity service operations (ITIL knowledge a plus)
• Excellent organizational skills with the ability to juggle operational and client-facing priorities
• A calm, resilient, team-first mindset — someone who leads by example during incidents and pressure situations
• Familiarity with ISO27001, Cyber Trust Mark and PDPA is an advantage

Our Core Values

In the fast-paced, ever-evolving world of cybersecurity and IT infrastructure, our core values anchor everything we do.

Core Value

What It Means

Customer First

Deliver unparalleled customer experiences and meet customer needs

Integrity & Trust

We handle sensitive data and critical infrastructure. Trust is our currency — we act ethically, transparently, and responsibly in every action

Cyber Security First

Cybersecurity isn't just a service we sell; it's a mindset we live and breathe — applying rigorous security protocols internally, just as we do for our customers

Challenger Spirit in Innovation & Continuous Learning

We always question if there's a better way than the old-school approach, and actively encourage upskilling and forward-thinking solutions

Teamwork with Respect & Resilience

We win as a team. When critical systems face incidents, we collaborate calmly and resiliently to resolve them

Working With Us: What You Should Know

As a cybersecurity company, we hold ourselves to the same standards we deliver to our clients. Here's a snapshot of how we operate internally:

Information Security

• Company devices, networks, and accounts are for business use, with Multi-Factor Authentication (MFA) enabled across all corporate accounts
• Strict compliance with Singapore's Personal Data Protection Act (PDPA) — client and employee data stays on approved platforms only
• A clean desk and screen-lock culture, protecting both digital and physical information at all times
• Credential sharing is never taken lightly — access is managed responsibly and deliberately

A Respectful, Safe Workplace

• We're committed to a zero-tolerance stance on bullying, harassment, or discrimination, in line with the Tripartite Advisory on Managing Workplace Harassment
• Employees are expected to be upfront about any outside interests that could conflict with their responsibilities to us or our clients
• We have a clear, fair grievance process — starting with an open conversation with your manager, with HR support and formal investigation available whenever needed

Why Join Us?

You’ll be joining a team that treats cybersecurity as a mindset, not just a service line — where your operational instincts and people leadership will directly shape how our clients experience us every day. If you thrive on keeping a fast-moving service organization running like clockwork and you want to be the calm, trusted anchor for both your team and your clients, we'd love to hear from you.