Service Delivery Manager

Keppel Data Centres; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Keppel Data Centres is seeking a seasoned Service Delivery Manager to oversee end-to-end service delivery for multiple client accounts. You will act as the primary operational point of contact, ensuring SLA/KPI achievement and coordinating across Service Desk, Infrastructure, Cloud, Network, Security, and EUC.

You will lead governance meetings, drive continuous improvement, manage escalations and vendor performance, and collaborate with Sales and cross-functional teams to maintain high customer

Qualifications

• Minimum 5 years of IT Service Delivery experience in a Managed Services environment.
• Experience managing multiple customer accounts.
• Experience leading cross-functional technical teams and vendors.
• Strong ITIL knowledge and service management practices.
• Excellent stakeholder management and communication skills.

Responsibilities

• Manage end-to-end service delivery across multiple customer accounts.
• Act as the primary operational point of contact for clients.
• Ensure SLA/KPI achievement and contractual compliance.
• Oversee performance across Service Desk, Infrastructure, Cloud, Network, Security, and EUC.
• Coordinate cross-functional teams, vendors, and stakeholders.
• Manage escalations, risks, and service priorities.
• Build strong relationships with customer stakeholders.
• Lead governance meetings, service reviews, and QBRs.
• Present service performance, risks, and improvement initiatives.
• Drive customer satisfaction and handle escalations.
• Monitor SLA performance, KPIs, ticket trends, and service quality.
• Ensure adherence to ITIL processes (Incident, Problem, Change Management).
• Maintain operational documentation (SOPs, runbooks, reports).
• Manage vendor performance and contractual obligations.
• Support onboarding and transition to BAU operations.
• Identify operational risks and gaps during transition.
• Drive service improvement, automation, and optimization initiatives.
• Partner with Sales/Account teams on customer retention and growth.
• Work with technical teams and vendors to ensure seamless service delivery.

Skills

Stakeholder management

Communication

Presentation skills

ITIL

Vendor management

Cross-functional leadership

Education

Degree/Diploma in IT, Computer Science, Engineering, or related field

Job description

• Manage end-to-end service delivery across multiple customer accounts
• Act as the primary operational point of contact for clients
• Ensure SLA/KPI achievement and contractual compliance
• Oversee performance across Service Desk, Infrastructure, Cloud, Network, Security, and EUC
• Coordinate cross-functional teams, vendors, and stakeholders
• Manage escalations, risks, and service priorities

Job Description

Key Responsibilities

Service Delivery & Operations

• Manage end-to-end service delivery across multiple customer accounts
• Act as the primary operational point of contact for clients
• Ensure SLA/KPI achievement and contractual compliance
• Oversee performance across Service Desk, Infrastructure, Cloud, Network, Security, and EUC
• Coordinate cross-functional teams, vendors, and stakeholders
• Manage escalations, risks, and service priorities

Customer & Governance Management

• Build strong relationships with customer stakeholders
• Lead governance meetings, service reviews, and QBRs
• Present service performance, risks, and improvement initiatives
• Drive customer satisfaction and handle escalations

Operational Governance

• Monitor SLA performance, KPIs, ticket trends, and service quality
• Ensure adherence to ITIL processes (Incident, Problem, Change Management)
• Maintain operational documentation (SOPs, runbooks, reports)
• Manage vendor performance and contractual obligations

Service Transition & Continuous Improvement

• Support onboarding and transition to BAU operations
• Identify operational risks and gaps during transition
• Drive service improvement, automation, and optimization initiatives

Collaboration

• Partner with Sales/Account teams on customer retention and growth
• Work with technical teams and vendors to ensure seamless service delivery

Requirements

• Degree/Diploma in IT, Computer Science, Engineering, or related field
• Minimum 5 years of experience in IT Service Delivery within a Managed Services environment
• Proven experience managing multiple customer accounts
• Experience leading cross-functional technical teams and vendors
• Strong knowledge of ITIL processes and service management practices
• Excellent stakeholder management, communication, and presentation skills

Job Requirements

Please refer to job description for more details.

Business Segment

Connectivity

Platform

Operating Division