Senior Service Delivery Manager, IT Infrastructure

IDEMIA Public Security; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

IDEMIA Public Security in Singapore seeks an IT infrastructure and service management professional to maximize customer satisfaction by aligning maintenance with contract requirements and ensuring scalable support. The role involves defining strategies, managing budgets, and coordinating field engineers across regions.

You will communicate with customers and internal teams, drive improvements, manage crisis situations, and ensure clear reporting.

Qualifications

• Strong communication and stakeholder management skills are required.
• Experience with managed services environments is preferred.
• Experience handling enterprise customers is advantageous.

Responsibilities

• Defines maintenance strategies in accordance with customer requirements and quotes.
• Monitors customer service KPIs and maintenance budgets; drives action plans.
• Manages or oversees field customer support engineers (internal or subcontractors).
• Ensures communication with customers and internal stakeholders through meetings and reporting.
• Presents results to customers and defines crisis response plans when needed.

Skills

Strong communication

Stakeholder management

Managed services

Enterprise customers experience

Education

ITIL certification

Job description

IDEMIA Public Security in Singapore seeks an IT infrastructure and service management professional to maximize customer satisfaction by aligning maintenance with contract requirements and ensuring scalable support. The role involves defining strategies, managing budgets, and coordinating field engineers across regions.

You will communicate with customers and internal teams, drive improvements, manage crisis situations, and ensure clear reporting.