Service Delivery Manager

TECHDIRECT P/L; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

A leading company in IT Services is seeking a Service Delivery Manager to oversee and improve managed IT services in healthcare. The role includes governance, SLA management, stakeholder engagement, and performance reporting, ideal for candidates with robust ITIL knowledge and experience managing service delivery.

Qualifications

• Minimum 5 years of experience in IT service management or delivery, preferably in healthcare.
• Strong knowledge of ITIL framework and SLA management best practices.
• Proven experience managing third-party vendors.

Responsibilities

• Oversee the delivery of IT services ensuring alignment with SLAs and KPIs.
• Monitor service desk and field support resource allocations.
• Prepare and deliver monthly service reports and performance dashboards.

Skills

ITIL framework

SLA management

Stakeholder management

Analytical skills

Excellent communication

Education

Bachelor’s degree in Information Technology

Bachelor’s degree in Business Administration

ITIL Foundation or Practitioner certification

Job description

We are seeking an experienced and proactive Service Delivery Manager (SDM) to lead the governance and performance of managed IT services, particularly in a healthcare environment. This role will be responsible for service performance monitoring, SLA management, governance reporting, and oversight of operational staffing. The SDM will act as the key interface between internal delivery teams, strategic partners, and hospital management stakeholders.

Key Responsibilities

• Service Governance & Performance

  • Oversee the delivery of IT services to ensure alignment with contractual SLAs and KPIs.

  • Develop, implement, and monitor service governance frameworks to ensure operational excellence.

  • Drive continuous service improvement initiatives in collaboration with internal teams and partners.

• SLA Management

  • Ensure all service level agreements are tracked, reviewed, and reported accurately.

  • Facilitate SLA review meetings with hospital management and ensure remediation plans are in place for breaches.

  • Maintain documentation of all SLA deviations and improvement efforts.

• Client & Stakeholder Engagement

  • Act as the primary point of contact for hospital stakeholders regarding service performance and escalations.

  • Coordinate with CTC Global and other third-party vendors to align service expectations and delivery.

  • Build trusted relationships with key stakeholders through regular communication and value-driven reporting.

• Monthly & Executive Reporting

  • Prepare and deliver monthly service reports, covering SLA compliance, incident trends, staffing metrics, and performance insights.

  • Present performance dashboards and risk updates to hospital management and executive leadership.

• Staffing Oversight

  • Monitor service desk and field support resource allocations to meet contractual obligations.

  • Assess and escalate staffing gaps or performance concerns proactively.

  • Work closely with HR and technical leads to address training, performance, or resourcing issues.

Requirements

• Bachelor’s degree in Information Technology, Business Administration, or a related field.

• Minimum 5 years of experience in IT service management or delivery, preferably within a healthcare or critical environment.

• Strong knowledge of ITIL framework and SLA management best practices.

• Proven experience managing third-party vendors and client expectations.

• Excellent communication, stakeholder management, and analytical skills.

• Experience with governance reporting and service review presentations.

Preferred Qualifications

• ITIL Foundation or Practitioner certification.

• Experience working with hospital systems or healthcare IT compliance.