Senior Service Delivery Manager

Borr Drilling; Singapore; On-site; SGD 100,000 - 130,000; Full time

Job summary

A leading company in the drilling industry seeks a Senior Service Delivery Manager in Singapore. This role focuses on managing service delivery, field service operations, and project management while ensuring high customer satisfaction. The ideal candidate will bring extensive experience, necessary certifications, and strong leadership skills to drive team success.

Qualifications

• 8-10 years of experience in service delivery and project management.
• ITIL and cloud certifications (AWS/Azure) required.
• Strong leadership and ability to manage multiple projects.

Responsibilities

• Oversee end-to-end service delivery process and manage field service operations.
• Lead multiple projects, ensuring on-time delivery.
• Build relationships with clients and manage vendor performance.

Skills

Leadership

Communication

Project Management

Interpersonal Skills

Education

Bachelor's degree in Computer Science

Tools

ServiceNow

Jira

Job description

Job Description:

We are seeking an experienced and dynamic Senior Service Delivery Manager to join our team. The ideal candidate will have 8-10 years of relevant experience in managing service delivery, field service management, and handling projects in the IT industry. The Senior Service Delivery Manager will play a crucial role in ensuring the successful delivery of services and projects, maintaining high customer satisfaction, and driving continuous improvement.

Key Responsibilities:

1. Service Delivery Management

• Oversee the end-to-end service delivery process, ensuring all services meet the required standards and SLAs.

• Monitor service performance and implement improvements to enhance efficiency and effectiveness.

• Act as the primary point of contact for customers, addressing their needs and resolving issues promptly.
  

2. Field Service Management

• Manage field service operations, ensuring timely and effective resolution of on-site issues.

• Coordinate with field service teams to ensure optimal resource allocation and utilization.

• Develop and maintain field service policies and procedures.
  

3. Project Management

• Lead and manage multiple projects simultaneously, ensuring they are delivered on time, within scope, and within budget.

• Develop project plans, define project scope, and allocate resources effectively.

• Monitor project progress, identify risks, and implement mitigation strategies.
  

4. Stakeholder Management

• Build and maintain strong relationships with clients, understanding their business needs and objectives.

• Communicate project and service delivery updates to stakeholders regularly.

• Collaborate with internal teams to align service delivery and project outcomes with customer expectations.
  

5. Vendor Management

• Oversee the maintenance and support provided by third-party vendors to ensure service continuity.

• Manage relationships with vendors and third-party service providers.

• Negotiate contracts and ensure vendors meet performance standards and deliverables.

• Conduct regular performance reviews and manage vendor-related issues promptly.
  

6. Process Improvement

• Continuously evaluate and improve service delivery processes to enhance customer satisfaction and operational efficiency.

• Implement best practices and innovative solutions to drive process optimization.
  

7. Compliance and Certification

• Ensure compliance with industry standards and best practices, including ITIL.

• Maintain relevant certifications and promote continuous learning within the team.
  

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• 8-10 years of experience in service delivery, field service management, project management, and vendor management.

• ITIL certification is required.

• Experience with cloud technologies, including AWS and Azure.

• Cloud certification (AWS/Azure) is required.

• Experience with ITSM tools such as ServiceNow and Jira.

• PMP certification is a plus.

• Strong leadership and team management skills.

• Excellent communication and interpersonal skills.

• Proven ability to manage multiple projects and deliver high-quality results under tight deadlines.