Service Delivery Manager

All jobs; Singapore; On-site; SGD 110,000 - 170,000; Full time

Job summary

Logicalis Asia Pacific is seeking a Customer Support Manager to lead a regional team responsible for delivering exceptional service, hitting SLAs, and driving CSAT improvements across the APAC footprint.

You will own support processes, mentor team members, and collaborate with cross-functional groups to optimize operations while pursuing ISO certifications and scalable practices.

Join a Great Place to Work culture and help shape the future of technology services in APAC.

Qualifications

• Excellent verbal and written English communication.
• Bachelor's degree in Engineering, CS, Business, or related field.
• ITIL Foundation v3/v4 or higher.
• Experience with ITSM platforms (ServiceNow, Remedy, Atlassian, etc.).
• Strong technical competency and ability to multi-task.
• 5 years of delivering services with governance and process improvement.
• Proven escalation and customer-expectation management.
• Expert in documentation and reporting deliverables.

Responsibilities

• Achieve committed SLAs, drive operational efficiency & CSAT/NPS.
• Own the Customer Support process and lead a capable team.
• Establish and adhere to customer support case management practices.
• Oversee day-to-day customer support operations and team direction.
• Pursue ISO-related Certifications and standards.
• Develop a well-organized team aligned to business objectives.
• Analyze, implement improvements and report on support metrics and impact.
• Own escalated support issues and manage key metrics.
• Identify technical issues and communicate them internally and externally.
• Maintain service levels and scale processes for excellence.
• Build a career framework to develop the team.
• Provide senior management with status reports and proactive alerts.

Skills

Customer focus

Communication skills

Team leadership

Analytical thinking

Governance & metrics

Education

Bachelor's degree (Engineering / CS / Business / related)

ITIL Foundation (v3/v4)

Tools

ServiceNow

Remedy

Atlassian tools

Job description

About Us

At Logicalis Asia Pacific, this is where you belong, grow, and thrive — at one of APAC's leading AI-driven technology integrators.

About

As the Architects of Change™, we combine global expertise with local insight to help organisations accelerate their journey toward becoming AI‑ready enterprises. With 7,000+ professionals across 30 territories and more than 10,000 clients worldwide, we deliver lifecycle services across cloud, connectivity, collaboration, cybersecurity, and managed services — providing real‑time visibility and intelligence across our clients' digital ecosystems.

You’ll belong as part of a collaborative regional team embedded within a global organisation. You’ll grow through hands‑on experience with the world’s leading technology partners, supported by investment in certifications, consulting capability, and cross‑border opportunity. And you’ll thrive in a culture built on inclusion, trust, and continuous improvement.

Logicalis is proud to be a Great Place to Work® Certified™ organisation across multiple APAC markets — because the commitment we bring to our clients belongs equally to our people.

Join us and help shape the future of technology across APAC.

Job Responsibilities

• Your most important and measurable responsibility will be achieving committed SLAs, Operational Efficiency & CSAT/NPS


• Own the Customer Support process, driving quick resolution to customer‑impacting issues. Maintain and develop a team of competent and technically talented problem solvers who can work independently and collaboratively with other functional groups.


• Establish and adhere to customer support case management practices, including meeting defined SLAs.


• Day‑to‑day customer support operations and team management, including overseeing and maintaining the Customer Support team's quality and direction.


• Work toward Service Desk or ISO related Certifications


• Develop and keep a well‑organized team to effectively support business objectives while maintaining a highly productive work environment.


• Analyse, implement improvement and report on support metrics, business impact, customer impact, and team performance.


• Own escalated support issues; support metrics, including 1st response time, customer satisfaction, resolution time, and more.


• Identify technical issues and communicate them internally and externally. Create and maintain internal documentation (KEDB, KMDB) to help determine the appropriate actions and responses.


• Ensure service levels are always maintained and continuously seek ways to improve the delivery of customer support. Evolve critical processes across the teams to scale and drive customer value


• Develop and focus on continuous improvement and evolution of support offerings. Implement systems and processes designed to enable scale and support excellence


• Build Support career framework to enhance the team's focus on personnel development


• Provide senior management with regular status reports and alert management of any problems or potential service problems, as appropriate.

Required Traits

• Obsessed with Customer Satisfaction & Service Quality.


• Independent and self‑motivated to drive outcomes.


• Collaborative and Team Player to synergize with various department.


• Deep understanding of operational processes to drive efficiency.


• Strong believer of Governance and metric driven service improvement.


• Ability to drive high priority cases towards resolution with sense of urgency


• Positive outlook and able to work under pressure.


• Strong Customer Management and Team management skills


• Analytics & Data Driven

Required Qualifications

• Essential


• Excellent verbally and written communication skills in English.


• Bachelor’s Degree in Engineering, Computer Science, Business, or a related field.


• ITIL Foundation v3, v4 or higher.


• Experience with ITSM Platforms (ServiceNow, Remedy, Atlassian, etc..)


• High level of technical competency and acumen


• Able to perform multi‑tasking and time management


• Expert in documentation and reporting deliverables.


• 5 years of relevant industry experience of delivering services, based on a standalone or combination of the following:




• Proven track records in contributing or establishing new process, functions, procedures, governance, framework to drive operational excellence and efficiency.


• Escalation and issue management and managing customer expectations

At Logicalis, we are committed to creating a diverse and inclusive workplace where everyone can thrive.