Service Delivery Coordinator

BLACK BOX NETWORK SERVICES SINGAPORE PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A key managed services provider in Singapore is seeking a Service Delivery Coordinator to support data center operations for a banking client. The role involves coordinating service delivery, managing incidents, and ensuring compliance with ITIL processes. The ideal candidate has a degree in IT, 3–5 years of relevant experience, and strong communication skills. Familiarity with tools like ServiceNow and project support is essential.

Qualifications

• 3–5 years of experience in service delivery coordination in a financial or managed services environment.
• Hands-on understanding of data center cabling and hardware lifecycle management.
• Customer-focused with a strong sense of accountability and urgency.

Responsibilities

• Coordinate daily service delivery activities related to data center operations.
• Ensure incidents and service requests are completed within agreed SLAs.
• Support the Service Delivery Manager in client communications and service reviews.
• Coordinate infrastructure projects such as hardware installations and system migrations.

Skills

Service delivery coordination

Data center operations

IT infrastructure support

Communication skills

Project coordination

Education

Diploma or Bachelor’s Degree in Information Technology

Tools

ServiceNow

Jira

Power BI

Excel

Job description

Overview

The Service Delivery Coordinator supports the delivery and operational management of data center and infrastructure services for a key banking client. Working under the guidance of the Service Delivery Manager, the coordinator ensures that all service requests, incidents, and project activities are efficiently managed in compliance with banking security and service level requirements. This role demands strong coordination, communication, and documentation skills to uphold the high service standards expected in a regulated financial environment.

Key Responsibilities

Service Delivery & Operations

• Coordinate and monitor daily service delivery activities related to data center operations, structured cabling, hardware deployment, and infrastructure support.
• Ensure that incidents, service requests, and change tasks are completed within agreed SLAs and follow ITIL best practices.
• Track and manage scheduled maintenance, hardware refresh, and equipment deliveries for banking data centers.
• Maintain detailed service records, asset updates, and job documentation in accordance with bank governance standards.

Client & Stakeholder Communication

• Serve as a key liaison between the bank’s IT teams, vendors, and the internal service delivery organization.
• Support the Service Delivery Manager in client communications, service reviews, and reporting.
• Escalate critical incidents or risks proactively to ensure prompt resolution and minimal business disruption.

Process Management & Compliance

• Ensure all service delivery processes align with ITIL, bank-specific operational policies, and data center security protocols.
• Maintain audit‑ready documentation for compliance with regulatory and internal controls.
• Support root cause analysis (RCA) and continuous improvement initiatives for recurring incidents or service gaps.

Project & Coordination Support

• Coordinate infrastructure projects such as hardware installations, cabling works, system migrations, and network upgrades.
• Liaise with project managers, engineers, and logistics teams to ensure timely resource and equipment availability.
• Track milestones and progress using service management tools (e.g., ServiceNow, Jira, Remedy).
• Assist in generating reports and dashboards for project tracking, capacity management, and performance analytics.

Automation & Reporting

• Support automation and reporting initiatives using tools such as Excel macros, Power BI, or Python scripts.
• Maintain service performance dashboards and assist in producing monthly and quarterly service review reports.

Qualifications & Skills

• Diploma or Bachelor’s Degree in Information Technology, Computer Science, Engineering, or related discipline.
• 3–5 years of experience in service delivery coordination, data center operations, or IT infrastructure support, preferably in a financial institution or managed services environment.
• Familiarity with ITIL processes and service management tools (e.g., ServiceNow, BMC Remedy, Jira).
• Hands‑on understanding of data center cabling, rack and stack activities, and hardware lifecycle management.
• Strong organizational, coordination, and communication skills with keen attention to detail.
• Proficient in MS Office, particularly Excel and PowerPoint; experience with automation tools (Python, VBA, Power BI) is a plus.
• Customer‑focused with strong sense of accountability and urgency, especially when supporting mission‑critical financial systems.

Reporting To

Service Delivery Manager / Project Manager

Key Working Relationships

• Banking Client’s IT Operations & Infrastructure Teams
• Black Box Network Services Operations & Project Teams
• Data Center Vendors and Logistics Partners