Service Delivery Manager

Keppel Ltd.; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Keppel Infrastructure in Singapore is seeking a Service Delivery Manager to lead end-to-end IT service delivery for multiple client accounts. You will be the primary operational contact and ensure SLA/KPI achievement across Service Desk, Infrastructure, Cloud, Network, Security and EUC.

You will drive governance, manage escalations, and work with cross-functional teams and vendors to deliver reliable services and continuous improvement.

Qualifications

• Degree or diploma in IT/CS/Engineering
• 5+ years in IT service delivery within a managed services environment
• Experience leading cross-functional technical teams and vendors
• Strong knowledge of ITIL processes and service management practices

Responsibilities

• Manage end-to-end service delivery across multiple customer accounts
• Act as the primary operational contact for clients and ensure SLA/KPI achievement
• Oversee Service Desk, Infrastructure, Cloud, Network, Security, and EUC
• Lead governance meetings, service reviews, and QBRs
• Coordinate cross-functional teams, vendors, and stakeholders
• Manage escalations, risks, and service priorities

Skills

Service Delivery

Stakeholder Management

Governance

Vendor Management

Cross-functional Leadership

Communication & Presentation

Education

Bachelor's degree or Diploma in IT/CS/Engineering

Tools

ITIL framework

Job description

## Service Delivery ManagerApply: Singapore: Full time: Posted Today: End Date: November 26, 2026 (30+ days left to apply): 10016553## **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#LI-KK1#KTS## **JOB REQUIREMENTS**please refer to job description for more details.