Service Delivery Manager, Consulting

ernst & young advisory pte. ltd.; Singapore; On-site; SGD 150,000 - 210,000; Full time

Job summary

EY is seeking a seasoned Service Delivery Manager to lead a large-scale IT operations and managed services engagement in Singapore. The SDM will be responsible for end-to-end service delivery, governance, stakeholder management, and leadership of a fully onshore team of 40–50 professionals.

The ideal candidate has 15+ years in IT and at least 5 years in a SDM/Operations leadership role, with a strong track record in ITSM, incident/problem/change, and service reporting.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Systems, or related field.
• 15+ years IT industry experience.
• 5+ years in Service Delivery/Operations leadership.
• Experience leading large-scale IT operations or managed services.
• Experience managing 40–50 personnel onshore delivery teams.
• Strong ITSM, governance, and service-excellence track record.

Responsibilities

• Lead and manage large-scale IT operations and support services.
• Own service delivery performance, ensuring SLA/KPI compliance.
• Establish governance, controls, reporting, and escalation procedures.
• Drive service excellence through continuous improvement and automation.
• Provide leadership during major incidents, disruptions, and escalations.
• Lead onshore team of 40–50 personnel and drive accountability.
• Manage resource planning, workforce development, and succession planning.
• Coach and mentor team leads and key personnel.
• Oversee Incident, Problem, Change, Release, and Knowledge Management processes.
• Drive improvements for stability, reliability, and platform modernization.
• Manage operational risks, business continuity, and security/compliance.
• Act as primary contact for senior client stakeholders and executives.
• Lead governance meetings, reviews, and executive reporting.
• Ensure adherence to policies and regulatory requirements.
• Monitor service performance metrics and drive corrective actions.
• Prepare for audits and governance reviews.

Skills

Leadership

ITSM

Incident Management

Change Management

Governance

Stakeholder Management

Automation

Cloud Operations

Project Management

Communications

Education

Bachelor’s or Master’s degree in Computer Science / Information Systems / related field

Tools

ITIL

PMP

PRINCE2 Practitioner

Scrum Master

Azure

AWS

Google Cloud

Job description

At EY, we develop you with future-focused skills and equip you with world-class experiences. We empower you in a flexible environment and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.We work together across our full spectrum of services and skills powered by technology and AI, so that business, people and the planet can thrive together.

We’re all in, are you?

Join EY and shape your future with confidence.

The Opportunity:

We are seeking an experienced, resilient, and highly capable Service Delivery Manager (SDM) to lead alarge-scale IT operations and managed services engagement. The SDM will be accountable for end-to-end servicedelivery, operational governance, stakeholder management, and leadership of a fully onshore team of 40-50professionals.
The ideal candidate is a proven operations leader with deep technical expertise, exceptional people leadershipcapabilities, and the ability to manage mission-critical services in a complex and demanding environment.

Key Responsibilities:

• Lead and manage large-scale IT operations and support services.
• Own overall service delivery performance, ensuring compliance with contractual SLAs, KPIs, and operationalcommitments.
• Establish and maintain effective governance, operational controls, reporting mechanisms, and escalationprocedures.
• Drive service excellence through continuous improvement, automation, and operational optimization.
• Provide decisive leadership during major incidents, critical service disruptions, and escalations.
• Lead, motivate, and manage a fully onshore multidisciplinary team of 40-50 personnel.
• Build a high-performance culture focused on accountability, collaboration, service quality, and customer satisfaction.
• Manage resource planning, workforce development, succession planning, and capability building.
• Coach and mentor team leads and key personnel to strengthen leadership across the operation.
• Provide strong technical leadership and maintain a hands-on understanding of large-scale enterprise operations andsupport environments.
• Oversee Incident, Problem, Change, Release, Service Request, and Knowledge Management processes.
• Drive service improvements covering operational stability, system reliability, platform modernization, and monitoring.
• Ensure effective management of operational risks, business continuity, disaster recovery, security, and compliancerequirements.
• Act as the primary point of contact for senior client stakeholders.
• Build trusted relationships across business, technology, executive, and third-party stakeholder groups.
• Lead governance meetings, service reviews, steering committee discussions, and executive reporting.
• Manage stakeholder expectations and drive timely resolution of issues and escalations.
• Ensure adherence to organizational policies, service management frameworks, contractual obligations, andregulatory requirements.
• Monitor service performance metrics and drive corrective and preventive actions where required.
• Manage operational risks and ensure readiness for audits and governance reviews.

To qualify for the role, you will need:

• Bachelor’s or Master’s degree in Computer Science, Information Systems, or related field.
• Minimum 15 years of IT industry experience.
• At least 5 years of experience in a Service Delivery Manager, Operations Manager, or equivalent leadership role.
• Proven experience leading large-scale IT operations or managed services engagements.
• Demonstrated experience managing teams of 40-50 personnel or larger, preferably in a fully onshore deliverymodel.
• Experience operating within mission-critical, highly available enterprise environments.
• Strong track record of managing complex stakeholder landscapes and executive-level engagements.

Skills and Attributes for Success:

• Exceptional leadership, people management, coaching, and team-building capabilities
• Highly resilient and able to remain composed, decisive, and effective under pressure.
• Strong decision-making, problem-solving, conflict-resolution, and crisis-management abilities.
• Deep understanding of IT Service Management (ITSM), Application Maintenance and Support (AMS), infrastructureand cloud operations, and service monitoring.
• Strong knowledge of Incident, Problem, Change, Release, Service Request, and Knowledge Managementpractices.
• Working knowledge of business continuity, disaster recovery, cybersecurity, operational governance, and servicereporting.
• Excellent communication, presentation, negotiation, and influencing skills.
• Strong executive presence with the ability to engage senior client and organizational leadership
• Proven ability to align multiple stakeholders across business and technology functions.
• PMP (Project Management Professional) or an equivalent recognized project management certification is mandatory
• Good to have Certifications: ITIL v4 Managing Professional, ITIL Expert, or an equivalent IT Service Management certification / PRINCE2 Practitioner, Scrum Master, or relevant cloud certifications such as Microsoft Azure, AWS, or GoogleCloud.
• Experience managing Application Maintenance and Support engagements.
• Experience delivering or supporting OutSystems projects or enterprise low-code platforms is a plus.
• Experience leading teams supporting digital transformation and customer-facing platforms.
• Experience working with government agencies, public-sector organizations, or large enterprises is advantageous.

What working at EY offers

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

Company description

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

All in to shape the future with confidence.