Service Delivery Manager

Keppel Technology Solutions Pte Ltd; Singapore; On-site; SGD 90,000 - 170,000; Full time

Job summary

Keppel Technology Solutions Pte Ltd seeks an experienced IT Service Delivery professional to oversee end-to-end service delivery for multiple customer accounts. You will act as the primary operational contact, ensuring SLA/KPI achievement and contractual compliance across Service Desk, Infrastructure, Cloud, Network, and Security domains.

You will lead cross-functional teams, manage escalations, and drive service improvements, governance meetings, and customer satisfaction initiatives in

Qualifications

• Degree or diploma in IT, CS, engineering or related field.
• Minimum 5 years of IT service delivery experience in a managed services environment.
• 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

• 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.
• 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.
• Work with technical teams and vendors to ensure seamless service delivery.

Skills

ITIL knowledge

Stakeholder management

Communication skills

Presentation skills

Cross-functional leadership

Account management

Education

Degree/Diploma in IT/CS/Engineering

Job description

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

Collaboration

• 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