Service Delivery Manager

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

Job summary

StarHub in Singapore seeks a Service Delivery Manager to oversee end-to-end service delivery, engage clients, and drive continuous improvement. You will coordinate with stakeholders, manage budgets, and support sales with value-driven proposals.

The role emphasizes client relationship management, operations, and accountability for service quality. ITIL certification is required, with Customer Success management certification seen as a plus.

Qualifications

• 8+ years proven Service Delivery experience in IT or related field.
• Experience managing client relationships and service performance.
• Proven experience in Service Delivery, Operations and Account Management roles.
• ITIL-certified (required).
• Customer Success Management certification will be an added advantage.

Responsibilities

• Build and maintain strong client relationships as the primary point of contact for service-related matters.
• Continuously evaluate service delivery processes to identify improvement opportunities and drive quality.
• Partner with sales to identify upsell/cross-sell opportunities within existing accounts; support proposals and presentations.
• Manage service delivery budgets, ensuring cost-effectiveness and optimal resource allocation.
• Identify risks related to service delivery and implement mitigation plans; ensure regulatory and policy compliance.
• Prepare and deliver regular service performance reports and maintain updated documentation.

Skills

Client relationship management

Service delivery

Operations management

Account management

Financial management

Risk management

Reporting & documentation

Education

ITIL certified

Customer Success Management certification (advantage)

Job description

Job Description

Service Delivery Manager is responsible for overseeing the end-to-end delivery of services to clients, ensuring high-quality performance, customer satisfaction, and continuous improvement. This role combines client and stakeholder engagement, operational excellence, and financial oversight to drive service success and business growth.

Service Delivery Manager is responsible for overseeing the end-to-end delivery of services to clients, ensuring high-quality performance, customer satisfaction, and continuous improvement. This role combines client and stakeholder engagement, operational excellence, and financial oversight to drive service success and business growth.

Job Responsibilities

Client Relationship Management

• Build and maintain strong client relationships as the primary point of contact for service-related matters.
• Manage client expectations, inquiries and escalations effectively.
• Collaborate with clients to understand their needs, gather feedback and ensure satisfaction and retention.

Service Improvement

• Continuously evaluate service delivery processes to identify improvement opportunities
• Drive initiatives to enhance service quality and improve customer satisfaction.
• Stay updated on industry trends and best practices to implement

Sales Support

• Partner with the sales team to identify upsell and cross-sell opportunities within existing accounts
• Support the development of proposals and presentations to demonstrate service value.
• Provide insights from client interactions to help refine sales strategies.

Financial Management

• Manage service delivery budgets, ensuring cost-effectiveness and optimal resource allocation.
• Monitor financial performance, analyze variances, and implement corrective actions where necessary.

Risk Management

• Identify potential risks and issues related to service delivery and implement mitigation plans.
• Ensure compliance with relevant regulations, standards and organizational policies.

Reporting & Documentation

• Prepare and deliver regular service performance reports to clients and management.
• Maintain accurate and up-to-date documentation, including service processes, policies and operational manuals.

Qualifications

• Minimum 8 years proven Service Delivery experience in the IT industry in similar capacity.
• ii. Experience managing client relationships and service performance.
• iii. Proven experience in Service Delivery, Operations and Account Management roles.
• iv. IT Infrastructure Library (ITIL) certified and experience in application of the framework. (required)
• Certification in Customer Success Management will have added advantage.