Service Delivery Lead — AI-Driven MSP, Real Ownership

Evernet Systems Pte Ltd.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Benefits offered by this job

Ownership from day one

Founder access

AI operations exposure

Structured 90 days onboarding

Growth across Southeast Asia

Job summary

Evernet Systems, a Singapore-based managed service provider, seeks a hands-on IT service delivery lead to own the service desk, SLA performance, and client communications. You will allocate work, manage queues, and guide L1/L2/NOC engineers while collaborating with the Tech Lead on priorities.

You’ll report to founders, shape AI usage in operations, and participate in a structured 90-day onboarding. The role offers growth as Evernet expands across Southeast Asia.

Qualifications

• 5+ years in IT service delivery with responsibility for queue and SLA results.
• Experience directing engineers, including more technical colleagues.
• Hands-on use of PSA tools such as HaloPSA, ConnectWise or Autotask.
• Working knowledge of ITIL (incident, problem, change, request).
• ITIL 4 Foundation, or commitment to pass within 6 months (company pays).
• Experience running small IT projects and handing them over to support.
• Grounding in networks, servers and Microsoft 365 to judge urgency and route work.
• Clear written and spoken English for client updates and incident calls.

Responsibilities

• Run the service desk queue and SLA performance across all clients.
• Assign and reassign work in the PSA and handle escalations.
• Be the single point of contact for clients during major incidents (P1).
• Own the on-call roster and coordinate with after-hours NOC team.
• Plan and roster engineer time between projects and queue workload.
• Publish the weekly roster every Friday and track milestones.

Skills

IT service delivery

People leadership

ITIL knowledge

English communication

Tools

HaloPSA

ConnectWise

Autotask

Job description

Evernet Systems, a Singapore-based managed service provider, seeks a hands-on IT service delivery lead to own the service desk, SLA performance, and client communications. You will allocate work, manage queues, and guide L1/L2/NOC engineers while collaborating with the Tech Lead on priorities.

You’ll report to founders, shape AI usage in operations, and participate in a structured 90-day onboarding. The role offers growth as Evernet expands across Southeast Asia.