Service Delivery Manager

ASTREYA ASIA PACIFIC PTE. LIMITED; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A technology services company in Singapore seeks a Service Delivery Manager to oversee client relations and ensure successful project execution. Candidates should have at least 8 years of experience, strong leadership skills, and a deep understanding of enterprise IT. Responsibilities include monitoring service delivery, managing diverse teams, and driving improvements in project lifecycle. This role demands excellent communication and organizational abilities, with a focus on operational excellence and customer satisfaction.

Qualifications

• 8+ years of experience in related roles or equivalent combination of education and experience.
• Proficient in managing complex IT projects with proven results.
• Strong interpersonal skills to interact with various stakeholders.

Responsibilities

• Lead diverse operations teams to meet client expectations.
• Monitor service delivery metrics and provide timely reports.
• Implement personnel training and service improvement activities.
• Drive internal and client meetings on performance and quality.
• Manage projects meeting time, cost, and quality requirements.

Skills

Leadership

Multitasking

Communication

Project Management

Technical Knowledge of Enterprise IT

Analytical Skills

Organizational Skills

Strong Business Acumen

Education

Bachelor’s degree or Diploma

Job description

What this Job Entails:

The Service Delivery Manager is a client facing role and requires that you establish and satisfactorily manage client and employee expectations. The role requires leadership, strong ability to multitask, prioritize, communicate, and direct a very diverse set of teams. The responsibilities range from interviewing, hiring, and managing personnel to perform day to day tasks, ensuring that work is performed as expected, with regular client communication on progress. The successful candidate will have the ability to manage and evolve existing services across multiple disciplines, assisting sales teams with the growth strategy.

Your Roles and Responsibilities:

• Provide leadership to diverse operations teams
• Implement, monitor and provide timely reports to customers on service delivery metrics
• Implement personnel on-boarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place and followed by each service team
• Drive internal and client meetings covering delivery performance, service improvements, quality, and processes
• Be accountable for the quality of service and performance; ensure future demand from growth and projects are understood and factored into capacity plans for all associated teams
• Work closely with Business Development and Client Partner teams to support growth, including help with services content for Statements of Work, and development/transition to stronger managed services capabilities
• Works with the SMEs and stakeholders to define the roadmap for any given product and translate this into user stories or RFPs depending on the build decision
• Work closely with Recruiting to develop pipeline and process for hiring strong candidates and interview where necessary
• Further, develop and maintain retention program and incentives for field employee satisfaction
• Manage large projects or delivering the IT components of major projects to time, cost, quality and benefits realisation requirements
• Assimilate, understand and manage problem solving and opportunities recognition in the context of IT Infrastructure and/or application change solution concept, solutioning, design and deployment in a major software services/hardware environment
• Takes ownership for the resolution of highly complex issues and risks that have been escalated
• Leads the collaborative, dynamic planning process – prioritizing the work that needs to be done against the capacity and capability of the team

Required Qualifications/Skills:

• Bachelor’s degree or Diploma and 8+ years’ related experience and/or training; or equivalent combination of education and experience
• Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
• Must be able to lead a cooperative effort among members of a project team.
• A track record of successfully delivering a range of complex, high profile IT projects.
• Proven track record of implementing and leading improvements in project lifecycle.
• Able to identify projects at risk and take appropriate action to recover, often working across divisional boundaries.
• Passionate about the IT industry and how new technology can improve business outcomes.
• Strong technical knowledge of enterprise IT, including but not limited to help desk, networking, ticket and incident management, AV/VC, and asset management.
• Strong analytical, organizational, communication and presentation skills.
• Highly adaptable with the ability to effectively manage multiple concurrent work streams.
• Strong business acumen and the ability to provide operational, technical and financial oversight.
• Proven leadership skills with the ability to motivate, lead, develop, direct and position people to work effectively in a team environment.