Service Delivery Manager

IDEMIA Public Security; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

IDEMIA Public Security in Singapore seeks an IT infrastructure and service management professional to maximize customer satisfaction by aligning maintenance with contract requirements and ensuring scalable support. The role involves defining strategies, managing budgets, and coordinating field engineers across regions.

You will communicate with customers and internal teams, drive improvements, manage crisis situations, and ensure clear reporting.

Qualifications

• Strong communication and stakeholder management skills are required.
• Experience with managed services environments is preferred.
• Experience handling enterprise customers is advantageous.

Responsibilities

• Defines maintenance strategies in accordance with customer requirements and quotes.
• Monitors customer service KPIs and maintenance budgets; drives action plans.
• Manages or oversees field customer support engineers (internal or subcontractors).
• Ensures communication with customers and internal stakeholders through meetings and reporting.
• Presents results to customers and defines crisis response plans when needed.

Skills

Strong communication

Stakeholder management

Managed services

Enterprise customers experience

Education

ITIL certification

Job description

Job description:
Purpose This role maximizes customer satisfaction and IDEMIAs business value by ensuring solutions run in accordance with customers' contracts and by ensuring scalable maintenance of the solutions. Key Missions

• Defines maintenance strategies in accordance with customer requirements (spare parts management, software updates, support team organization) and associated quotes
• Monitors customer service KPIs and maintenance budget, and drives associated action plans
• Manages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers)
• Ensures adequate communication with customer and internal stakeholders through meetings and reporting
• Proposes improvements to maintenance strategy throughout the life of the contract
• Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
• Understands technical specification and client requirements, and solution architecture
• Defines strategy and manages maintenance activities for simple solutions
• Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer
• Prepares and communicates Supports Activities Reports
• Presents results to customer

Profile & Other Information

• 5–10 years of IT infrastructure/service management experience
• ITIL certification (often preferred or required)
• Experience managing enterprise customers
• Strong communication and stakeholder management skills
• Familiarity with managed services environments
• Experience handling regional or government projects is advantageous