Service Delivery Lead: SLA & CSAT Excellence

Logicalis GmbH; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Logicalis Asia Pacific is hiring a Service Delivery Manager in Singapore to lead customer support operations, manage a skilled support team, and ensure SLA adherence and CSAT targets. You will drive service excellence across ITIL-aligned processes and collaborate with cross-functional teams.

The role requires a Bachelor’s degree and ITIL Foundation, with 5+ years in service delivery or IT service management, plus strong communication.

Qualifications

• Bachelor’s Degree in Engineering, Computer Science, Business, or a related field.
• ITIL Foundation v3, v4 or higher.
• Experience with ITSM Platforms (ServiceNow, Remedy, Atlassian, etc.).
• Excellent verbal and written communication in English.
• 5 years of relevant industry experience in delivering services.

Responsibilities

• Your most important and measurable responsibility will be achieving committed SLAs, Operational Efficiency & CSAT/NPS.
• Own the Customer Support process, driving quick resolution to customer-impacting issues.
• Day-to-day customer support operations and team management, including oversight of quality and direction.
• Develop and keep a well-organized team to support business objectives and maintain productivity.
• Provide senior management with regular status reports and alert on problems or potential service issues.

Job description

Logicalis Asia Pacific is hiring a Service Delivery Manager in Singapore to lead customer support operations, manage a skilled support team, and ensure SLA adherence and CSAT targets. You will drive service excellence across ITIL-aligned processes and collaborate with cross-functional teams.

The role requires a Bachelor’s degree and ITIL Foundation, with 5+ years in service delivery or IT service management, plus strong communication.