Service Delivery Manager

StarHub; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

StarHub is seeking a Service Delivery Manager to oversee end-to-end IT service delivery in Singapore, ensuring high quality, client satisfaction and continuous improvement. You will manage client relationships, service performance, budgets and risks while driving improvements and collaborating with sales on upsell opportunities.

The role requires 8+ years' service delivery experience, ITIL certification, and a valid Singapore work authorization.

Qualifications

• Minimum 8 years proven Service Delivery experience in IT.
• Experience managing client relationships and service performance.
• ITIL certified and application of the framework required.
• Certification in Customer Success Management an added advantage.
• Applicants must possess valid work authorization in Singapore!

Responsibilities

• Oversee end-to-end delivery of IT services to clients.
• Build and maintain strong client relationships as primary contact.
• Manage service delivery budgets, track financial performance, and mitigate risks.
• Drive service improvements and coordinate with sales for upsell opportunities.
• Prepare regular performance reports and ensure compliance with policies.

Skills

Client relationship management

Service delivery management

Budget management

Stakeholder engagement

Education

ITIL certification

Customer Success Management certification

Tools

ITIL framework

Job description

Service Delivery Manager is responsible for overseeing the end-to-end delivery of services to clients, ensuring high-quality performance, customer satisfaction, and continuous improvement. This role combines client and stakeholder engagement, operational excellence, and financial oversight to drive service success and business growth.

Job Responsibilities

• Client Relationship Management
• - Build and maintain strong client relationships as the primary point of contact for service-related matters.
• - Manage client expectations, inquiries and escalations effectively.
• - Collaborate with clients to understand their needs, gather feedback and ensure satisfaction and retention.
• Service Improvement
• - Continuously evaluate service delivery processes to identify improvement opportunities
• - Drive initiatives to enhance service quality and improve customer satisfaction.
• - Stay updated on industry trends and best practices to implement
• - Partner with the sales team to identify upsell and cross-sell opportunities within existing accounts
• - Support the development of proposals and presentations to demonstrate service value.
• - Provide insights from client interactions to help refine sales strategies.
• - Manage service delivery budgets, ensuring cost-effectiveness and optimal resource allocation.
• - Monitor financial performance, analyze variances, and implement corrective actions where necessary.
• - Identify potential risks and issues related to service delivery and implement mitigation plans.
• - Ensure compliance with relevant regulations, standards and organizational policies.
• Reporting & Documentation
• - Prepare and deliver regular service performance reports to clients and management.
• - Maintain accurate and up-to-date documentation, including service processes, policies and operational manuals.

Qualifications

• - Minimum 8 years proven Service Delivery experience in the IT industry in similar capacity.
• - Experience managing client relationships and service performance.
• - Proven experience in Service Delivery, Operations and Account Management roles.
• - IT Infrastructure Library (ITIL) certified and experience in application of the framework. (required)
• Certification in Customer Success Management will have added advantage.
• *Applicants must possess valid work authorization in Singapore!*