Senior Service Delivery Manager - SLA Mastery & Success

Keppel Technology Solutions; Singapore; Sur place; SGD 120 000 - 160 000; Plein temps

Résumé du poste

Keppel Technology Solutions seeks an experienced Service Delivery Manager to oversee end-to-end managed services across multiple client environments, ensuring service excellence, SLA performance, customer satisfaction and governance.

In this role you will manage service delivery across multiple accounts, act as the primary operational contact for clients, lead governance meetings and QBRs, monitor ITIL processes, drive improvements, coordinate with vendors and internal teams, and manage risks

Qualifications

• Degree/Diploma in IT, Computer Science, Engineering, or related field.
• Minimum 5 years of IT Service Delivery/Managed Services experience.
• Proven experience managing multiple customer accounts.
• Experience leading cross-functional technical teams and vendors.
• Strong knowledge of ITIL processes and service management practices.
• Excellent stakeholder management, communication, and presentation skills.

Responsabilités

• Oversee end-to-end service delivery across multiple client environments.
• Act as the primary operational point of contact for clients.
• Ensure SLA/KPI achievement and contractual compliance.
• Oversee performance across Service Desk, Infrastructure, Cloud, Network, Security, and EUC.
• Coordinate cross-functional teams, vendors, and stakeholders.
• Manage escalations, risks, and service priorities.
• Build strong relationships with customer stakeholders.
• Lead governance meetings, service reviews, and QBRs.
• Present service performance, risks, and improvement initiatives.

Connaissances

ITIL

Stakeholder Mgmt

SLA & KPI

Vendor Mgmt

Cross-functional

Account Mgmt

Formation

Degree in IT/Engineering

Description du poste

Keppel Technology Solutions seeks an experienced Service Delivery Manager to oversee end-to-end managed services across multiple client environments, ensuring service excellence, SLA performance, customer satisfaction and governance.

In this role you will manage service delivery across multiple accounts, act as the primary operational contact for clients, lead governance meetings and QBRs, monitor ITIL processes, drive improvements, coordinate with vendors and internal teams, and manage risks