Remote IT Service Delivery Manager | Performance & Support

Houston Skilled Consultancy; Singapore; Hybrid; SGD 120,000 - 180,000; Full time

Benefits offered by this job

Medical insurance

Professional development opportunities

Hybrid/remote working flexibility

Job summary

Houston Skilled Consultancy is seeking a Service Delivery Manager – IT Support Performance to oversee IT support operations, monitor SLAs, and drive performance improvements. You will coordinate service desk, infrastructure, and application support teams while ensuring service quality and accountability across the organization.

The role requires IT service management expertise, strong leadership, and capable stakeholder communication to deliver reliable technology services and customer-focused

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Information Technology, or a related discipline is preferred.
• Significant experience in IT service delivery, IT support management, service desk operations, or technical operations.
• Strong understanding of IT service management principles (incident, problem, change, and request management).
• Knowledge of SLA management, KPI tracking, service performance reporting, and operational improvement.
• Proven ability to lead teams, coordinate resources, and manage competing priorities.
• Excellent written and verbal communication skills; strong stakeholder engagement.
• Proficiency in Excel and reporting tools; ITSM tool experience is essential.
• Professional certifications such as ITIL 4 Foundation or related are advantageous.

Responsibilities

• Oversee daily IT support operations, ensuring incidents and service requests are handled efficiently.
• Define and maintain service delivery procedures aligned with priorities and customer expectations.
• Monitor KPIs, SLAs, and overall performance; prepare regular performance reports.
• Coordinate service desk, desktop support, infrastructure, and application support teams.
• Lead incident and problem management efforts; coordinate root cause analyses and post-incident reviews.
• Coach and develop IT service desk personnel; manage workload and coverage.

Skills

IT service management

Incident management

Problem management

Change management

SLA management

KPIs tracking

Leadership

Communication

Analytical thinking

Escalation handling

Stakeholder management

Reporting

Education

Bachelor’s degree in IT/CS/IS

Tools

ServiceNow

Jira Service Management

BMC Helix

Job description

Houston Skilled Consultancy is seeking a Service Delivery Manager – IT Support Performance to oversee IT support operations, monitor SLAs, and drive performance improvements. You will coordinate service desk, infrastructure, and application support teams while ensuring service quality and accountability across the organization.

The role requires IT service management expertise, strong leadership, and capable stakeholder communication to deliver reliable technology services and customer-focused