Service Delivery Assistant Manager / ITIL / Service Now

AlpSoft Technologies Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading IT service management firm in Singapore is seeking an experienced IT Service Manager to oversee client relations, ensure ITIL-compliant service delivery, and drive service improvement initiatives. The ideal candidate has 3–5 years of experience in IT service management and a Bachelor’s degree in Information Technology.

Qualifications

• 3–5 years of experience in IT service management (IT infrastructure, cloud services).
• Strong knowledge of IT Service Management principles; ITIL certification preferred.
• Excellent leadership and communication skills.

Responsibilities

• Serve as the primary client contact, managing expectations and satisfaction.
• Monitor SLAs and KPIs, leading continuous service improvement initiatives.
• Manage operational processes of service desk and technical teams.

Skills

Client contact management

Service Improvement Initiatives

ITIL compliance

Vendor management

Stakeholder management

Analytical problem solving

Education

Bachelor's degree in Information Technology

Tools

ServiceNow

Job description

Responsibilities

1. Serve as the primary client contact, managing expectations, satisfaction, and regular service review meetings.
2. Monitor SLAs and KPIs, identifying trends and leading continuous service improvement initiatives (CSI).
3. Manage operational processes of service desk and technical teams, ensuring ITIL-compliant service delivery.
4. Oversee escalation and resolution of major incidents and complex problems, leading post-incident reviews.
5. Identify gaps and inefficiencies in service processes and implement improvements for higher efficiency and quality.
6. Collaborate with development and technical teams to transition new or changed services smoothly into operations.
7. Manage third-party vendors and suppliers, ensuring adherence to contracts and performance standards.

Requirements

1. 3–5 years of experience in IT service management (IT infrastructure, cloud services) in a client-facing role.
2. Strong knowledge of IT Service Management principles; ITIL certification preferred.
3. Excellent leadership, communication, and stakeholder management skills.
4. Strong analytical and problem-solving abilities, with a proactive approach to service delivery.
5. Bachelor’s degree in Information Technology or a related field; experience with ServiceNow or project management is a plus.