Service Delivery Manager

PCS Security Private Limited; Singapore; On-site; SGD 180,000 - 260,000; Full time

Job summary

PCS Security Private Limited is seeking a senior leader to direct cloud service delivery and strategic initiatives. You will act as a delegate to the Service Director, drive adoption strategies, manage post-delivery operations, renewals, asset tracking, and reporting.

The role requires 8+ years in IT service delivery, strong leadership, excellent communication, and proven ability to lead enterprise client engagements and cross-functional teams in a fast-paced environment.

Qualifications

• Bachelor degree in CS/CE or related discipline.
• 8+ years IT service delivery experience with min 3 years in cloud operations.
• Strong leadership, communication and analytical skills.

Responsibilities

• Oversee service delivery strategy and key client outcomes.
• Lead cloud service delivery and operations to ensure SLA compliance and reliability.
• Serve as primary liaison with customers and stakeholders, including escalations.
• Champion ITIL processes (Incident, Problem, Change) and drive improvements.
• Prepare and present performance and compliance metrics; manage vendor relations.
• Provide on-call availability and ensure disaster recovery readiness.

Skills

Leadership

Communication

Analytical skills

Detail-oriented

Enterprise client management

Cross-functional teams

Education

Bachelor Degree in Computer Science, Computer Engineering or related discipline

Job description

Pre-requisition

• Bachelor Degree in Computer Science, Computer Engineering or related discipline
• >8 years work experience in IT service delivery with min 3 years in cloud operations
• Able to demonstrate strong leadership, excellent communication, and strong analytical skills to
• attend to detail.
• Experience in managing enterprise clients and cross-functional teams.

Job Description:

Leadership & Strategy

• Act as the Service Director's delegate when required, overseeing team priorities and
• strategic initiatives.
• Drive cloud and service adoption strategies, aligning with business goals and customer needs.
• Lead post-delivery operations including contract renewals, asset tracking, and
• maintenance reporting.

Cloud Service Delivery & Operations

• Responsible for the delivery and operations of Broadcom VMware Private Cloud services,
• ensuring SLA compliance and system reliability.
• Manage escalations and Severity 1 incidents, coordinating with internal teams and
• communicating with customers and stakeholders.
• Monitor cloud infrastructure performance and proactively identify areas for optimization and
• automation.

Customer & Stakeholder Engagement

• Serve as the primary escalation point for service issues and customer complaints.
• Ensure transparent communication with customers throughout the escalation and resolution
• process.
• Present monthly SLA summaries and service performance reports to clients.

Process Excellence & ITIL Adoption

• Champion ITIL processes (Incident, Problem, Change) and guide the operations team in
• adoption and compliance.
• Identify and implement process improvements and tool enhancements to support service
• delivery.
• Facilitate Service Improvement Plans and ensure continuous service enhancement.

Reporting & Governance

• Prepare and present performance reports, improvement plans, and compliance metrics.
• Oversee vendor management and ensure adherence to contractual obligations.
• Collaborate with Infrastructure, Engineering, and Application teams to align service delivery with
• business needs.

Availability & Support

• Provide on-call support for critical systems and networks.
• Maintain disaster recovery readiness and ensure security and compliance across cloud
• environments (as required)