Service Delivery Manager

Maestro Human Resource Pte Ltd; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A technology services firm in Singapore is seeking a Service Delivery Manager to oversee personalized IT support services. The ideal candidate will have over 5 years of experience in IT service delivery, especially in desktop support and end-user services. You will manage a team of IT professionals to drive excellence, ensure compliance with service level agreements, and maintain high client satisfaction. Strong leadership, communication, and problem-solving skills are required for this pivotal role.

Qualifications

• Minimum 5 years of experience in IT service delivery focused on desktop support and end-user services.
• Strong understanding of desktop environments, hardware, and IT support tools.
• Excellent communication and interpersonal skills to build relationships with clients.

Responsibilities

• Manage delivery of desktop IT concierge services to align with client expectations.
• Lead and mentor IT support professionals to foster a culture of excellence.
• Serve as primary point of contact for clients, ensuring their needs are met.

Skills

Leadership Skills

Client-Focused

Problem-Solving

Organizational Skills

Education

Bachelor’s degree in IT or related field

Tools

ITIL Foundation

Microsoft Modern Desktop Administrator

Job description

Overview

Job Title: Service Delivery Manager

The Service Delivery Manager is responsible for ensuring the efficient and effective delivery of personalized IT support services. This includes managing a team of IT professionals to deliver exceptional desktop and end-user support, driving operational excellence, and ensuring adherence to service level agreements (SLAs). The ideal candidate will have at least 5 years of experience in IT service delivery, with a focus on desktop support and end-user services.

Responsibilities

• Service Delivery Oversight — Manage and oversee the delivery of desktop IT concierge services to ensure alignment with client expectations and SLAs.
• Service Delivery Oversight — Monitor service performance and proactively address any deviations from agreed standards.
• Team Leadership — Lead and mentor a team of IT support professionals, fostering a culture of excellence and continuous improvement.
• Team Leadership — Conduct regular performance reviews, provide coaching, and develop team members to achieve their full potential.
• Client Relationship Management — Serve as the primary point of contact for clients, ensuring their needs are met and their expectations are exceeded.
• Client Relationship Management — Address and resolve client concerns promptly, maintaining high levels of satisfaction.
• Incident and Request Management — Oversee the resolution of desktop and end-user support incidents, ensuring timely and effective responses.
• Incident and Request Management — Implement and manage processes for handling service requests, prioritizing efficiency and customer experience.
• Process Optimization — Develop and enforce standard operating procedures (SOPs) for desktop IT concierge services.
• Process Optimization — Continuously review and improve workflows to enhance service delivery efficiency and effectiveness.
• Reporting and Analytics — Generate regular reports on service performance, SLA compliance, and client satisfaction.
• Reporting and Analytics — Use data analytics to identify trends, root causes of issues, and opportunities for improvement.
• Technology Integration — Ensure seamless integration of new tools and technologies into the desktop support environment.
• Technology Integration — Stay updated on emerging trends and innovations in IT service management to incorporate best practices.
• Budget and Resource Management — Manage budgets for desktop IT concierge services, ensuring optimal allocation of resources.
• Budget and Resource Management — Plan and coordinate resource allocation to meet current and future client demands.

Key Requirements

• Experience: Minimum 5 years of experience in IT service delivery, with a focus on desktop support and end-user services.
• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. Relevant certifications such as ITIL Foundation or Microsoft Modern Desktop Administrator are preferred.
• Technical Expertise: Strong understanding of desktop environments, hardware, software, and IT support tools.
• Leadership Skills: Proven ability to manage and motivate a team of IT professionals, driving performance and engagement.
• Client-Focused: Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills to manage and resolve complex issues effectively.
• Organizational Skills: Exceptional planning and organizational abilities, with a focus on delivering results in a fast-paced environment.
• Other: 5 day week @ AMK (Travel to site at east area)