Service Delivery Manager (Customer Success / Post Sales)

ADVENTUS SINGAPORE PTE. LTD.; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading service provider in Singapore is seeking a Service Delivery Manager. This role requires managing service delivery for multiple accounts, ensuring SLA compliance, and fostering strong client relationships. Candidates should have a Bachelor’s Degree in IT and at least 1-2 years of experience in customer success or service delivery. Proficiency in English and Mandarin is essential.

Qualifications

• 1-2 years experience in customer success, service delivery, or sales.
• Ability to multi-task with a large portfolio of accounts.
• IT outsourcing experience preferred.

Responsibilities

• Lead service delivery for assigned accounts.
• Manage daily operational support and stakeholder communication.
• Ensure SLAs are met and manage team performance.

Skills

Customer success

Stakeholder management

IT support

Project coordination

Analytical skills

Problem solving

Fluency in English and Mandarin

Education

Bachelor Degree in Information Technology or related fields

Job description

Responsibilities

• Lead and drive the service delivery for assigned accounts
• Accountable for the success of projects implementation for assigned contracts
• Manage and communicate with key holders on daily operational support
• Monitor and ensure SLAs are met, issues escalated and prioritized
• Act as the point of contact for service delivery
• Responsible for service delivery of account and prioritization of work requests
• Manage a team of desktop/system/network and helpdesk engineers. During transition phases, the team will work closely with customers on the on-boarding of service/equipment
• Provide customers with relevant reporting and trend analysis statistics to pro-actively support and improve the customer’s business
• Identify operational gaps and drive to ensure closure, both internally and externally
• Maintain long term healthy customer relationships, acting as the bridge between clients and internal teams
• Work on financial cost priorities to ensure a balance between customer satisfaction and company’s business objectives
• Ensure delivery to cost plan
• Any other ad-hoc duties as required or assigned

Requirements

• Bachelor Degree in Information Technology/Information Systems/Computer Science, Business IT or other relevant disciplines
• At least 1 to 2 years experience in customer success, service delivery or sales, with strong stakeholder management and IT Support skills
• Ability to multi-task, with experience handling a large portfolio of customer accounts
• Excellent communicator with fluency in English and Mandarin (to liaise with Mandarin-speaking customers)
• IT outsourcing experience with proven track records preferred
• Proven success in achieving project milestones and broad technology awareness
• Possess a full and broad understanding of the services required by the account and of other services and technology potentially available along with good project co-ordination skills
• Strong business acumen, customer focus and good financial management skills
• Self-motivated and proactive in resolving issues and identifying new opportunities on the account
• Effective interpersonal skills, both written and presentation
• Strong analytical and problem solving skills, combined with the ability to provide quick resolution to problems