Service Delivery Leader — Customer Experience

All jobs; Singapore; On-site; SGD 110,000 - 170,000; Full time

Job summary

Logicalis Asia Pacific is seeking a Customer Support Manager to lead a regional team responsible for delivering exceptional service, hitting SLAs, and driving CSAT improvements across the APAC footprint.

You will own support processes, mentor team members, and collaborate with cross-functional groups to optimize operations while pursuing ISO certifications and scalable practices.

Join a Great Place to Work culture and help shape the future of technology services in APAC.

Qualifications

• Excellent verbal and written English communication.
• Bachelor's degree in Engineering, CS, Business, or related field.
• ITIL Foundation v3/v4 or higher.
• Experience with ITSM platforms (ServiceNow, Remedy, Atlassian, etc.).
• Strong technical competency and ability to multi-task.
• 5 years of delivering services with governance and process improvement.
• Proven escalation and customer-expectation management.
• Expert in documentation and reporting deliverables.

Responsibilities

• Achieve committed SLAs, drive operational efficiency & CSAT/NPS.
• Own the Customer Support process and lead a capable team.
• Establish and adhere to customer support case management practices.
• Oversee day-to-day customer support operations and team direction.
• Pursue ISO-related Certifications and standards.
• Develop a well-organized team aligned to business objectives.
• Analyze, implement improvements and report on support metrics and impact.
• Own escalated support issues and manage key metrics.
• Identify technical issues and communicate them internally and externally.
• Maintain service levels and scale processes for excellence.
• Build a career framework to develop the team.
• Provide senior management with status reports and proactive alerts.

Skills

Customer focus

Communication skills

Team leadership

Analytical thinking

Governance & metrics

Education

Bachelor's degree (Engineering / CS / Business / related)

ITIL Foundation (v3/v4)

Tools

ServiceNow

Remedy

Atlassian tools

Job description

Logicalis Asia Pacific is seeking a Customer Support Manager to lead a regional team responsible for delivering exceptional service, hitting SLAs, and driving CSAT improvements across the APAC footprint.

You will own support processes, mentor team members, and collaborate with cross-functional groups to optimize operations while pursuing ISO certifications and scalable practices.

Join a Great Place to Work culture and help shape the future of technology services in APAC.