Service Delivery Manager

Keppel Technology Solutions; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Keppel Technology Solutions is seeking an experienced Service Delivery Manager to oversee end-to-end managed services delivery across multiple client environments in Singapore. The role focuses on ensuring service excellence, SLA performance, customer satisfaction, and strong governance across ITIL-aligned operations.

The SDM will manage cross-functional teams, vendors, and client relationships, driving continuous improvement, service transitions, and growth initiatives while maintaining

Qualifications

• Degree/Diploma in IT, Computer Science, Engineering or related field.
• Minimum 5 years of IT Service Delivery experience within a Managed Services environment.
• Proven experience managing multiple customer accounts.
• Experience leading cross-functional technical teams and vendors.
• Strong knowledge of ITIL processes and service management practices.
• Excellent stakeholder management, communication, and presentation skills.

Responsibilities

• Oversee end-to-end service delivery across multiple customer accounts.
• Act as the primary operational point of contact for clients.
• Ensure SLA/KPI achievement and contractual compliance.
• Oversee performance across Service Desk, Infrastructure, Cloud, Network, Security, and EUC.
• Coordinate cross-functional teams, vendors, and stakeholders.
• Manage escalations, risks, and service priorities.
• Build strong relationships with customer stakeholders.
• Lead governance meetings, service reviews, and QBRs.
• Present service performance, risks, and improvement initiatives.
• Drive customer satisfaction and handle escalations.
• Monitor SLA performance, KPIs, ticket trends, and service quality.
• Ensure adherence to ITIL processes (Incident, Problem, Change Management).
• Maintain operational documentation (SOPs, runbooks, reports).
• Manage vendor performance and contractual obligations.
• Support onboarding and transition to BAU operations.
• Identify operational risks and gaps during transition.
• Drive service improvement, automation, and optimization initiatives.
• Partner with Sales/Account teams on customer retention and growth.

Skills

Service Delivery

ITIL

Stakeholder Mgmt

Vendor Management

Cross-functional Leadership

SLA/KPI Management

Education

Degree/Diploma in IT/CS/Engineering

Job description

We are seeking an experienced Service Delivery Manager (SDM) to oversee end-to-end managed services delivery across multiple client environments. This role is responsible for ensuring service excellence, SLA performance, customer satisfaction, and operational governance.

Key Responsibilities

Service Delivery & Operations

• Manage end-to-end service delivery across multiple customer accounts
• Act as the primary operational point of contact for clients
• Ensure SLA/KPI achievement and contractual compliance
• Oversee performance across Service Desk, Infrastructure, Cloud, Network, Security, and EUC
• Coordinate cross-functional teams, vendors, and stakeholders
• Manage escalations, risks, and service priorities

Customer & Governance Management

• Build strong relationships with customer stakeholders
• Lead governance meetings, service reviews, and QBRs
• Present service performance, risks, and improvement initiatives
• Drive customer satisfaction and handle escalations

Operational Governance

• Monitor SLA performance, KPIs, ticket trends, and service quality
• Ensure adherence to ITIL processes (Incident, Problem, Change Management)
• Maintain operational documentation (SOPs, runbooks, reports)
• Manage vendor performance and contractual obligations

Service Transition & Continuous Improvement

• Support onboarding and transition to BAU operations
• Identify operational risks and gaps during transition
• Drive service improvement, automation, and optimization initiatives
• Partner with Sales/Account teams on customer retention and growth
• Work with technical teams and vendors to ensure seamless service delivery

Requirements

• Degree/Diploma in IT, Computer Science, Engineering, or related field
• Minimum 5 years of experience in IT Service Delivery within a Managed Services environment
• Proven experience managing multiple customer accounts
• Experience leading cross-functional technical teams and vendors
• Strong knowledge of ITIL processes and service management practices
• Excellent stakeholder management, communication, and presentation skills