Service Delivery Manager

Keppel Technology Solutions; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

Keppel Technology Solutions seeks an experienced Service Delivery Manager to oversee end-to-end managed services across multiple client environments, ensuring service excellence, SLA performance, customer satisfaction and governance.

In this role you will manage service delivery across multiple accounts, act as the primary operational contact for clients, lead governance meetings and QBRs, monitor ITIL processes, drive improvements, coordinate with vendors and internal teams, and manage risks

Qualifications

• Degree/Diploma in IT, Computer Science, Engineering, or related field.
• Minimum 5 years of IT Service Delivery/Managed Services experience.
• 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.

Responsibilities

• Oversee end-to-end service delivery across multiple client environments.
• 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.

Skills

ITIL

Stakeholder Mgmt

SLA & KPI

Vendor Mgmt

Cross-functional

Account Mgmt

Education

Degree in IT/Engineering

Job description

We are seeking an experienced Service Delivery Manager (SDM) to oversee end-to-end managed services delivery across multiple client environments. This role is responsible for ensuring service excellence, SLA performance, customer satisfaction, and operational governance.

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
• 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