Service Delivery Manager (Front Office Solutions)

FairPrice Group; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

FairPrice Group is looking for a Service Delivery Manager to oversee the transition of applications into a managed services model. The role involves end-to-end service delivery management, ensuring high service quality and stakeholder satisfaction through strong governance and continuous improvement. Candidates should have extensive experience in IT Service Management and proficiency in ITIL practices.

Qualifications

• 8-10 years experience in IT Service Management or Application Support.
• Experience transitioning to and operating in a managed services environment.
• Strong understanding of ITIL framework.

Responsibilities

• Lead the transition of applications to a managed service model.
• Own the service delivery lifecycle across front office applications.
• Monitor SLA and performance metrics for improvements.

Skills

Leadership

Analytical

Problem-solving

Interpersonal skills

Documentation skills

Education

ITIL v4 Foundation certification

Job description

Overview

FairPrice Group is seeking a proactive and experienced Service Delivery Manager to lead the end-to-end service delivery across all front office functions, with a key focus on transitioning a portfolio of in-house and outsourced applications into a managed services model. This role requires strong stakeholder management, a structured approach to vendor governance, and a keen eye for continuous improvement in service performance and customer satisfaction.

1. Key Responsibilities

Application Transition & Managed Service Enablement

• Lead the structured transition of existing applications (both in-house and outsourced) into a managed service operating model.
• Collaborate with internal engineering and product teams to define transition plans, timelines, SLAs, and KPIs.
• Ensure seamless knowledge transfer, documentation handover, and risk-managed cutovers to managed service providers.
• Establish accountability frameworks to monitor vendor performance, incident resolution, and service quality.

End-to-end Service Delivery Management:

• Own the service delivery lifecycle across all front office applications, ensuring minimal disruption and high service uptime.
• Act as the escalation point for major incidents, lead cross-functional war rooms, and drive problem management with permanent solutions.
• Monitor SLA and performance metrics across support tiers (L1–L3), identifying and implementing improvement opportunities.
• Develop and publish regular service performance reports and insights
• Work closely with internal stakeholders across technology, product, and business to understand support expectations and service needs
• Manage relationships with external vendors and AMS partners, ensuring compliance with contracts, SLAs, and agreed quality benchmarks

Process, Policy & Governance

• Define and implement service management policies, including incident, change, and problem management processes aligned with ITIL best practices.
• Champion governance across service delivery, ensuring traceability, auditability, and continuous improvement of operations.
• Create and maintain service playbooks, SOPs, knowledge base articles, and support documentation.

2. Skills and Competencies

• Excellent interpersonal and leadership skills; able to influence without authority.
• Analytical and data-driven; strong command of reporting and service metrics.
• Comfortable working in a cross-functional, fast-paced environment.
• Strong documentation, training, and operational process design skills.
• Problem-solving: Strong analytical, decision-making and conflict resolution skills

3. Job Requirements

• Minimum 8–10 years of experience in IT Service Management or Application Support roles
• Proven experience in transitioning to or operating within a managed services environment
• Strong understanding of ITIL framework (ITIL v4 Foundation certified preferred)
• Demonstrated success in managing L1–L3 support operations, vendor performance, and customer satisfaction
• Prior experience supporting enterprise applications is advantageous
• Experience in crisis and incident management, with excellent stakeholder communication under pressure