Service Delivery Manager (AMK)

MAESTRO HUMAN RESOURCE PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading IT services provider in Singapore is seeking an experienced IT Service Delivery Manager to oversee desktop IT concierge services. The role involves managing a team, ensuring client satisfaction, and optimizing workflows. Candidates should have at least 5 years of experience in IT service delivery, strong leadership skills, and a Bachelor's degree in a related field. This is a full-time position based in Singapore with a 5-day work week.

Qualifications

• Minimum 5 years of experience in IT service delivery.
• Strong understanding of desktop environments and IT support tools.
• Exceptional planning and organizational abilities.

Responsibilities

• Manage delivery of desktop IT concierge services.
• Lead and mentor a team of IT support professionals.
• Serve as the primary contact for clients and address their needs.
• Oversee desktop and end-user support incidents resolution.
• Develop and enforce standard operating procedures.
• Generate reports on service performance and client satisfaction.
• Ensure integration of new tools and technologies.
• Manage budgets for desktop IT concierge services.

Skills

IT service delivery management

Team leadership

Client relationship management

Problem-solving

Analytical skills

Organizational skills

Education

Bachelor's degree in Information Technology or related field

ITIL Foundation certification

Microsoft Modern Desktop Administrator certification

Job description

Key Responsibilities

1. Service Delivery Oversight:

• Manage and oversee the delivery of desktop IT concierge services to ensure alignment with client expectations and SLAs.
• Monitor service performance and proactively address any deviations from agreed standards.

2. Team Leadership:

• Lead and mentor a team of IT support professionals, fostering a culture of excellence and continuous improvement.
• Conduct regular performance reviews, provide coaching, and develop team members to achieve their full potential.

3. Client Relationship Management:

• Serve as the primary point of contact for clients, ensuring their needs are met and their expectations are exceeded.
• Address and resolve client concerns promptly, maintaining high levels of satisfaction.

4. Incident and Request Management:

• Oversee the resolution of desktop and end-user support incidents, ensuring timely and effective responses.
• Implement and manage processes for handling service requests, prioritizing efficiency and customer experience.

5. Process Optimization:

• Develop and enforce standard operating procedures (SOPs) for desktop IT concierge services.
• Continuously review and improve workflows to enhance service delivery efficiency and effectiveness.

6. Reporting and Analytics:

• Generate regular reports on service performance, SLA compliance, and client satisfaction.
• Use data analytics to identify trends, root causes of issues, and opportunities for improvement.

7. Technology Integration:

• Ensure seamless integration of new tools and technologies into the desktop support environment.
• Stay updated on emerging trends and innovations in IT service management to incorporate best practices.

8. Budget and Resource Management:

• Manage budgets for desktop IT concierge services, ensuring optimal allocation of resources.
• Plan and coordinate resource allocation to meet current and future client demands.

Key Requirements

• Experience: Minimum 5 years of experience in IT service delivery, with a focus on desktop support and end‑user services.
• Education: Bachelor's degree in Information Technology, Computer Science, or a related field. Relevant certifications such as ITIL Foundation or Microsoft Modern Desktop Administrator are preferred.
• Technical Expertise: Strong understanding of desktop environments, hardware, software, and IT support tools.
• Leadership Skills: Proven ability to manage and motivate a team of IT professionals, driving performance and engagement.
• Client‑Focused: Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and stakeholders.
• Problem‑Solving: Strong analytical and problem‑solving skills to manage and resolve complex issues effectively.
• Organizational Skills: Exceptional planning and organizational abilities, with a focus on delivering results in a fast‑paced environment.

5 day week

Position will be based in AMK