Service Delivery Manager

U3 Infotech Pte Ltd; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading IT services provider in Singapore seeks an experienced Service Delivery Manager to lead their Network Managed Services operations. The role involves overseeing a team of 10 engineers, ensuring operational excellence, and maintaining high customer satisfaction. Candidates should have a strong background in ITIL-based service delivery and experience with cloud environments. This is a full-time position with responsibilities across incident management, process improvement, and stakeholder coordination.

Qualifications

• Proven experience as a Service Delivery Manager in Network Managed Services or a similar IT infrastructure role.
• Minimum 5-7 years of service management experience, including managing teams of 10 engineers.
• ITIL certification (v3 or v4) is mandatory.

Responsibilities

• Lead and manage a team of 10 network engineers.
• Ensure SLA and KPI adherence for service delivery.
• Act as the primary escalation point for incidents and service requests.

Skills

Leadership

Customer management

ITIL framework

Network operations

Incident management

Power BI

ServiceNow

Tools

AWS

Azure

Google Cloud Platform

Job description

We are seeking an experienced Service Delivery Manager (SDM) to lead our Network Managed Services operations. The SDM will oversee a team of approximately 10 engineers, ensuring high-quality service delivery, operational excellence, and continuous improvement across our managed network environments.

This role requires strong leadership, customer management, and a deep understanding of ITIL-based service delivery within a 24x7 operational framework.

Key Responsibilities

• Lead and manage a team of 10 network engineers, including performance reviews, mentoring, and skill development.
• Oversee the end-to-end delivery of network managed services, ensuring SLA and KPI adherence.
• Act as the primary escalation point for incidents, problems, and service requests.
• Drive operational excellence through process improvement, automation, and proactive monitoring.
• Manage customer relationships and ensure high levels of satisfaction and service quality.
• Coordinate with internal and external stakeholders for service transitions, change management, and project delivery.
• Generate and analyze reports using Power BI and ServiceNow, providing insights and recommendations for improvement.
• Support the continuous enhancement of IT service processes following ITIL best practices.
• Maintain standby availability for 24x7 escalation support.

Required Skills & Qualifications

• Proven experience as a Service Delivery Manager in Network Managed Services or a similar IT infrastructure role.
• Minimum 57 years of experience in service management, including people management (teams of 10 engineers).
• ITIL certification (v3 or v4) is mandatory.
• Strong background in network operations, incident management, and problem management.
• Experience with cloud environments (AWS, Azure, or GCP) and automation tools.
• Skilled in report creation and data visualization using Power BI and ServiceNow.
• Excellent communication, leadership, and stakeholder management skills.

Ability to work effectively in a 24x7 operational environment.

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