Service Delivery Manager

Black Box; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Black Box Network Services is seeking an experienced Service Delivery Manager to lead the delivery of managed data center operations and structured cabling for a major banking customer. The role ensures high-performance service delivery within SLA frameworks, drives customer satisfaction, and oversees continuous improvement across physical infrastructure services.

The SDM will act as the single point of contact, lead internal teams and vendors, and ensure alignment with ITIL and managed services

Qualifications

• Bachelor's degree in Information Technology, Electrical Engineering, or a related discipline.
• Minimum 8 years in service delivery or operations management within data center infrastructure and cabling services.
• At least 3 years supporting financial services or highly regulated environments.
• Proven experience managing structured cabling projects and data center operations under a managed services framework.

Responsibilities

• Manage the full lifecycle of data center and cabling services delivered under a managed services model.
• Ensure alignment with contractual obligations, SLAs, and performance metrics, focusing on reliability and uptime.
• Oversee rack and stack, cross-connects, structured cabling, equipment provisioning, and decommissioning.
• Serve as primary interface with banking client stakeholders including IT infrastructure, security, and compliance teams.
• Conduct performance reviews, generate operational and SLA reports, and lead continuous improvement initiatives.

Skills

Leadership

Communication

Customer focus

Compliance awareness

Technical acumen

Education

Bachelor's degree in IT or related

Tools

ServiceNow

Remedy

DCIM platforms

CMDBs

Job description

Job Description: Service Delivery Manager – Data Center & Cabling (Managed Services – Banking Customer)

Company: Black Box Network Services

Location: [Insert Location]

Reports to: AVP Service Delivery & Ops

Client: Global Banking / Financial Institution

Employment Type: Full-time | On-site / Hybrid

Job Summary

Black Box Network Services is seeking an experienced Service Delivery Manager (SDM) to lead the delivery of managed data center operations and structured cabling infrastructure for a major banking customer. This role ensures high-performance service delivery within SLA frameworks, drives customer satisfaction, and oversees continuous improvement across physical infrastructure services. The SDM will act as the single point of contact for all service-related matters, lead internal teams and third-party vendors, and ensure alignment with ITIL and managed services best practices.

Key Responsibilities: Managed Services Oversight

• Manage the full lifecycle of data center and cabling services delivered under a managed services model.
• Ensure alignment with contractual obligations, SLAs, and performance metrics, with a focus on service reliability and uptime.
• Oversee rack and stack, cross-connects, structured cabling (copper/fiber), equipment provisioning, and decommissioning activities.

Customer Relationship & Stakeholder Management

• Serve as the primary service interface with banking client stakeholders including IT infrastructure, security, and compliance teams.
• Conduct regular service performance reviews, generate operational and SLA reports, and lead continuous improvement planning.
• Build strong, trusted relationships and proactively identify opportunities to enhance customer experience and value.

Operations & Team Leadership

• Lead a team of technicians, engineers, and subcontractors across multiple bank-owned and colocation data center sites.
• Oversee technician tasking, training, workload balancing, and quality assurance across all delivery activities.
• Drive operational excellence by enforcing SOPs, change control processes, and compliance with structured cabling standards (e.g., ANSI/TIA, ISO/IEC).

Compliance & Risk Management

• Ensure services meet banking industry requirements for physical security, regulatory compliance, audit readiness, and data privacy.
• Maintain accurate records of service performance, access logs, cabling diagrams, and infrastructure inventories.
• Support disaster recovery and business continuity planning related to physical IT infrastructure.

Service Reporting & Governance

• Track and report on SLA adherence, incident trends, root causes, and service request fulfillment.
• Maintain governance dashboards and documentation as part of managed service delivery obligations.
• Actively participate in risk assessments, audits, and service improvement initiatives.

Qualifications & Experience

• Bachelor's degree in Information Technology, Electrical Engineering, or a related discipline.
• Minimum 8 years of experience in service delivery or operations management within data center infrastructure and cabling services.
• At least 3 years of experience supporting financial services or highly regulated environments.
• Proven experience managing structured cabling projects and data center operations under a managed services framework.
• Strong knowledge of ITIL, structured cabling standards, and data center facility practices.
• Certifications: ITIL Foundation (required); PMP, ISO/IEC 27001, or DCIM (preferred).
• Familiarity with tools like ServiceNow, Remedy, DCIM platforms, or CMDBs.

Core Competencies

• Service Excellence – Delivering measurable outcomes through disciplined service operations.
• Leadership – Leading cross-functional teams in dynamic, high-availability environments.
• Customer Focus – Translating client requirements into actionable delivery plans.
• Communication – Strong verbal and written communication with stakeholders at all levels.
• Compliance Awareness – Working within risk, audit, and regulatory boundaries of financial clients.
• Technical Acumen – Knowledge of data center ecosystems, structured cabling topologies, and physical infrastructure.