Service Delivery Manager

TECHSTUDIO SOLUTIONS PTE. LTD.; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

TECHSTUDIO SOLUTIONS PTE. LTD. in Singapore seeks a Service Delivery Manager to deliver SaaS products and services with excellence, manage escalations, and drive continuous operational improvements across the full service lifecycle.

You will act as the primary client contact, translate requirements into plans, lead execution, and enforce governance. A strong technical background, leadership, and data-driven mindset are essential for success in this role.

Qualifications

• 3+ years in a service delivery / operations management role within IT products & services.
• Junior role available for earlier career candidates with mentoring and pathway to senior.
• Strong technical background: infrastructure, systems, networking, WiFi, IoT.
• Solid grasp of ITIL / SLA governance.
• Excellent leadership and mentorship skills; strong stakeholder communication.
• Certifications in ITIL, PMP or similar are a plus.
• Hands-on experience (or willingness to lead) in Networking & WiFi, Linux, Web, DB, and Web apps.

Responsibilities

• Act as the primary client contact for service delivery matters and manage expectations.
• Translate client requirements into implementation plans and lead execution to hit milestones, quality, and scope.
• Define and enforce service delivery policies, procedures, and governance to support consistency and scalability.
• Lead, coach, and empower team members to meet SLAs and targets.
• Monitor KPIs, SLAs, and performance metrics; conduct root cause analyses and corrective actions.
• Own post-implementation support and ongoing operational monitoring, including standby/after-hours as needed.
• Interface with cross-functional teams to resolve escalations and drive improvements.
• Conduct periodic service reviews with clients and incorporate feedback to drive enhancements.
• Advocate for automation and standardization of processes and technology.

Skills

ITIL

PMP

Stakeholder management

Leadership

Networking

WiFi technologies

Linux

Web / Web apps

Data-driven decisions

IT infrastructure

Automation

Job description

About the Role

As Service Delivery Manager, you’ll be responsible for delivering SaaS products and services with excellence, meeting client expectations, and driving continuous operational improvements. You’ll blend technical acumen, customer focus, and leadership to manage delivery, escalations, and optimization across the full service lifecycle.

What You Will Do

• Act as the primary client contact for service delivery matters; build trust and manage expectations
• Translate client requirements into implementation plans, then lead execution to hit milestones, quality, and scope
• Define, evolve, and enforce service delivery policies, procedures, and governance to support consistency and scalability
• Lead, coach, and empower team members to meet SLAs, targets, and professional growth
• Monitor KPIs, SLAs, performance metrics; run root cause analyses and corrective actions
• Own post-implementation support and operational monitoring, including standby/after-hours as needed
• Interface with cross-functional teams to resolve escalations
• Conduct periodic service reviews with clients, incorporate feedback, and drive enhancements
• Advocate for and drive service automation, process improvements, and standardization
• Keep updated with IT service management best practices, trends, and technologies

What We Are Looking For

• 3+ years in a service delivery / operations management role within IT products & services
• For earlier career candidates, we also have a Junior role with mentoring and pathway to senior.
• Strong technical background: infrastructure, systems, networking, Wifi, IoT
• Solid grasp of service management frameworks (ITIL / SLA governance)
• Excellent leadership, team management, and mentorship skills
• Exceptional stakeholder communication: able to engage with clients, internal teams, and executives
• Analytical orientation: problem solving, data-driven decision making, metrics mindset
• Bonus: certifications in ITIL, PMP, or similar
• Hands-on experience (or willingness to lead) in:
  • Networking & WiFi technologies
  • Linux / Web / Database / Web apps
  • Software / internet protocol fundamentals

What You’ll Gain

• Ownership of end-to-end service delivery, with real influence on processes and tech
• Exposure to cross-functional challenges (client management, ops, support, security)
• Platform to lead scalable transformation and automation initiatives
• Clear path for growth into senior operations, product, or technology leadership