Service Delivery Manager

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

A leading staffing firm in Singapore urgently seeks an experienced Service Delivery Manager for a permanent role to oversee IT services across cloud and infrastructure environments. The ideal candidate will have over 8 years of experience, strong ITIL knowledge, and a proven track record in service delivery and process improvements. Key responsibilities include managing incidents and service requests while ensuring compliance with quality standards. Interested candidates should submit their resumes for consideration.

Qualifications

• 8+ years in IT service delivery or related roles.
• Proven ownership across hybrid environments.
• Experience in process improvement and automation.

Responsibilities

• Own end-to-end delivery of IT services.
• Lead incident, problem, and change management.
• Drive continuous service improvement initiatives.
• Ensure compliance with ITIL and ISO standards.
• Serve as a trusted single point of contact for clients.

Skills

IT service delivery

Process improvement

Service management

ITIL adoption

Automation

Education

ITIL Foundation Certification

Tools

AWS

Azure

VMware

Hyper-V

ITSM tools

Job description

URGENTLY HIRING SERVICE DELIVERY MANAGER -- PERM ROLE

#central working location
#opporutnity to be part of updated tech tools & technologies

Key Responsibilities

1. Service Delivery Ownership

• Own end-to-end delivery of IT services across infrastructure and cloud environments

• Ensure consistent adherence to SLAs, KPIs, OLAs, and contractual commitments

• Leadincident, problem, change, and service request managementaligned to ITIL best practices

• Act as theprimary escalation pointfor service and client concerns

• Conduct service performance reviews and deliver structured reporting and stakeholder updates

• Oversee capacity and resource planning to support current and forecasted demand

• Drive aservice-first delivery mindsetacross teams

2. Process Gap Identification & Optimization

• Identify process gaps, inefficiencies, and control weaknesses in IT service operations

• Conductroot cause analysis (RCA)on recurring incidents and service failures

• Benchmark and align processes withITIL, ISO 9001, and ISO/IEC 20000

• Recommend and prioritize process improvements based on business impact and service risk

• Define measurable improvement outcomes and track benefits realization

3. Process Mapping & Operational Documentation

• DevelopAS-IS and TO-BE process maps, RACI, and service workflows

• Maintain SOPs, runbooks, work instructions, and governance documentation

• Ensure documentation is standardized, operationally consistent, and audit-ready

• Establish clear process handover points and responsibility boundaries

4. Continual Service Improvement (CSI)

• Drive CSI initiatives grounded in ITIL principles

• ApplyLean / Six Sigma (DMAIC)practices to improve service efficiency and reliability

• Embed aculture of structured continuous improvementacross service teams

• Measure, communicate, and reinforce improvements and service health indicators

5. Automation & Service Enablement

• Identify opportunities to automate manual and repetitive service processes

• Partner with ITSM platforms and workflow tools to implement automation use cases

• Support development of dashboards forservice performance and process health

• Improve service delivery throughtooling optimization and data-driven insights

6. Governance, Risk & Compliance

• Ensure delivery and processes comply with:

  • ISO 9001 (Quality Management Systems)

  • ISO/IEC 20000 (IT Service Management)

• Support internal and external audits and compliance assessments

• Implement service risk mitigation and controls

• Maintain alignment with cybersecurity and regulatory requirements

• Demonstrate working knowledge of:

  • Government IM8 security standards

  • Service security controls and policy practices

7. Stakeholder & Client Partnership

• Serve as atrusted Single Point of Contact (SPOC)for clients and internal stakeholders

• Translate technical and operational issues into clear business insights

• Partner with leadership to align service delivery and improvements to business priorities

• Build strong, warm, and collaborative stakeholder relationships

Required Skills & Experience

Experience

• 8+ years in IT service delivery, service management, or infrastructure/cloud operations roles

• Proven ownership of services acrosshybrid environments (cloud, on-prem, data center)

• Demonstrated leadership inprocess improvement, CSI, ITIL adoption, and service automation

ITSM & Process Excellence Knowledge

• Strong practical experience in ITIL practices:

  • Incident, Problem, Change, Service Requests, CSI

• Hands-on experience applyingLean / Six Sigma (DMAIC)

• Experience aligning IT processes withISO 9001 and ISO/IEC 20000

Technical & Tooling Fluency

• Solid understanding of infrastructure and cloud platforms (AWS, Azure, VMware, Hyper‑V, etc.)

• Familiarity with ITSM tools, automation workflows, and monitoring/reporting dashboards

• Ability to translate service and process needs into automation and tooling use cases

Certifications

Mandatory

• ITIL Foundation Certification

Interested candidates, who wish to apply for the advertised position, please email us an updated copy of your resume.

We regret that only shortlisted candidates will be notified.

EA License No.: 01C4394

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