Service Delivery Director (End User Computing)

Confidential; Singapore; On-site; SGD 180,000 - 340,000; Full time

Job summary

Confidential in Singapore seeks a Service Delivery Director to lead end-to-end IT service delivery across multiple workstreams. You will ensure operational excellence, service quality, stakeholder satisfaction, and continuous improvement in ITSM and EUC domains.

The role requires hands-on ITSM and ServiceNow experience, ITIL certification, and the ability to drive transitions from Day 1 readiness to Day 2 steady-state operations while harmonising processes across BUs.

Qualifications

• Experience in leading IT service delivery with multiple BUs.
• Hands-on ITSM module operations in a live environment.
• Strong EUC/desktop services management and asset management experience.
• ITIL principles applied in service delivery and governance.

Responsibilities

• Lead IT service delivery workstreams with focus on SLAs and KPIs.
• Manage ITSM modules for incident, problem, change, and service management.
• Oversee EUC/Desktop operations including desk-side support and asset management.
• Drive Day 1 readiness and Day 2 steady-state operations transitions.
• Build relationships with CIOs and senior stakeholders across business and tech.
• Develop data-driven resource plans, capacity planning, and sizing.
• Harmonise ITSM processes across BUs per ITIL best practices.
• Leverage ServiceNow AI capabilities to improve service efficiency.
• Understand self-healing and digital workplace tools to enhance operations.
• Monitor service delivery metrics and drive continuous improvement.
• Govern service reviews, risk management, and governance across BUs.

Skills

ITSM

EUC

ITIL

Stakeholder management

Leadership

Data-driven capacity planning

Analytical thinking

Communication

Education

ITIL Certification

Tools

ServiceNow

Nanoheal

Tanium DEX

Job description

The Service Delivery Director is responsible for leading end-to-end IT service delivery across multiple concurrent workstreams, ensuring operational excellence, service quality, stakeholder satisfaction, and continuous improvement. The role requires strong expertise in IT Service Management (ITSM), End-User Computing (EUC), and ITIL-based service delivery processes.

The successful candidate will oversee service delivery transitions from Day 1 operational readiness through Day 2 steady-state operations, drive process harmonisation, optimise service delivery models, and manage senior stakeholders across multiple business and technology functions in a fast-paced environment.

Key Responsibilities:

• Service Delivery Leadership: Lead and manage IT service delivery workstreams, ensuring service performance, operational stability, and delivery against agreed SLAs and KPIs.
• ITSM & ServiceNow Management: Demonstrate hands-on experience managing and operating ITSM modules, including incident, problem, change, request, and service management processes.
• EUC & Desktop Operations: Oversee End-User Computing (EUC) services, including desktop support, desk-side support, asset management, service management, and on-site technical operations.
• Transition & Operations: Lead service transition activities, ensuring Day 1 operational readiness, effective knowledge transfer, and a smooth transition into Day 2 steady-state operations.
• Stakeholder Management: Build and maintain strong relationships with CIOs and senior stakeholders across individual BU, managing expectations, resolving escalations, and ensuring alignment with business objectives.
• Resource Planning & Sizing: Develop logical, data-driven resource plans and service delivery models, including workload analysis, capacity planning, resource sizing, and manpower optimisation.
• ITSM Process Harmonisation: Standardise and harmonise ITSM processes across multiple BUs in accordance with ITIL best practices, driving consistency, efficiency, and service quality.
• Service Desk & AI Enablement: Maintain familiarity with Service Desk operations, ServiceNow AI capabilities, and AI-enabled service management solutions to improve service efficiency and user experience.
• Automation & Digital Workplace: Understand self-healing and digital employee experience solutions, including platforms such as Nanoheal and Tanium Digital Employee Experience (DEX), to support proactive issue resolution and operational improvement.
• Performance & Continuous Improvement: Establish and monitor service delivery metrics, analyse operational data, identify service improvement opportunities, and implement corrective actions to improve productivity and service outcomes.
• Operational Governance: Drive service reviews, risk management, escalation handling, service reporting, and governance across all assigned BUs.

Requirements:

• Proven experience in service delivery leadership roles, such as Service Delivery Director, Service Delivery Manager (SDM), or Project Manager (PM), with accountability for IT operations and service delivery.
• Demonstrated experience managing or operating ITSM modules in a live service delivery environment.
• Strong experience in End-User Computing, desktop services, asset management, service desk, and desk-side support operations.
• ITIL certification is mandatory, with practical experience applying ITIL principles and ITSM best practices.
• Proven ability to manage multiple concurrent BUs, each with its own senior stakeholders, operational requirements, and delivery commitments.
• Strong analytical and logical problem-solving skills, with the ability to translate concrete operational data into resource sizing, capacity plans, performance insights, and service improvement actions.
• Excellent communication, influencing, negotiation, and escalation management skills, with experience engaging CIOs and senior business and technology leaders.
• Experience leading service transitions, operational readiness, and the establishment of stable Day 1 and Day 2 service operations.
• Familiarity with ServiceNow AI-enabled capabilities, Service Desk operations, self-healing technologies, and digital employee experience solutions.
• Prior experience in a Systems Integrator (SI) environment is strongly preferred.
• Comfortable operating in a fast-paced environment, managing competing priorities, and making sound decisions under pressure.