Service Delivery Manager Government & Enterprise Accounts

Toku; Singapore; Hybrid; SGD 90,000 - 120,000; Full time

Benefits offered by this job

Training & Development

Discretionary Yearly Bonus & Salary‑in

Healthcare Coverage

20 days annual leave

Job summary

Toku is seeking a Service Delivery Professional to ensure day-to-day operations for a strategic Singapore government account. You will coordinate BAU activities, monitor SLAs, track issues to resolution, and provide timely follow-up on client commitments.

Responsibilities include governance of incidents, changes and releases, accurate reporting, and maintaining audit-ready documentation. You will liaise with client stakeholders and internal teams to maintain service quality and drive

Qualifications

• ITIL Foundation certified with practical experience in Incident, Problem, Change & Release management.
• Proven ability to own SLA performance and contractual compliance.
• Experience coordinating cross-functional technical teams to meet deadlines.

Responsibilities

• Serve as primary service delivery lead for assigned accounts, including government accounts.
• Oversee ticketing, incidents, changes, and releases across multiple teams.
• Monitor SLAs and produce monthly and ad-hoc performance reports.
• Lead incident reporting and support contractual documentation/credits discussions.
• Coordinate cross-functional teams to meet contractual deadlines without direct reporting lines.
• Identify governance gaps and implement corrective actions for service stability.

Skills

ITIL

SLA governance

Incident/Problem/Change mgmt

Service reviews & reporting

Stakeholder management

Tools

Cloud/enterprise software understanding

Job description

At Toku, we create bespoke cloud communications and customer engagement solutions to reimagine customer experiences for enterprises. We provide an end-to-end approach to help businesses overcome the complexity of digital transformation and deliver mission-critical CX through cloud communication solutions. Toku combines local strategic consulting expertise, bespoke technology, regional in-country infrastructure, connectivity, and global reach to serve the diverse needs of enterprises operating at scale. Headquartered in Singapore, Toku supports customers across APAC and beyond, with a growing footprint across global markets.

This role is focused on ensuring the smooth day-to-day operation, governance, and quality of service delivery for a strategic Singapore government account. You will be responsible for coordinating BAU service management activities, monitoring service performance against agreed SLAs, tracking operational issues to resolution, and ensuring timely follow-up on client requests and commitments.

Acting as the key operational liaison between client stakeholders and internal delivery teams, you will oversee service reviews, maintain accurate documentation, support audit and governance requirements, and provide clear, concise reporting on service performance and improvement initiatives. You will play a critical role in driving service consistency, identifying areas for improvement, and ensuring that all deliverables meet the expected quality standards.

What you will be doing

• Client and Contract Ownership: Act as the primary service delivery lead for assigned accounts (including a complex government account), owning SLA governance, contractual obligations, and overall service performance.
• Ticket and Escalation Governance: Oversee incident, problem, change, and release management across infrastructure, network, database, security, engineering, QA, and services teams to ensure timely, coordinated resolution.
• SLA Monitoring and Reporting: Track, analyse, and report service metrics; produce structured monthly and ad-hoc reports for client and internal stakeholders.
• Incident and LD Documentation: Lead structured incident reporting and contribute to the documentation and defence of contractual matters, including service credits or liquidated damages discussions.
• Cross-Functional Orchestration: Align multiple technical teams to contractual timelines and deliverables, driving accountability without direct authority.
• Service Improvement: Identify governance or process gaps, conduct trend analysis, and implement corrective and preventative actions to strengthen service stability and compliance.
• Technical Interface: Maintain sufficient understanding of cloud and enterprise software environments to interpret technical investigations and communicate impact clearly to non-technical stakeholders.
• Stakeholder Engagement: Conduct regular onsite client meetings (approximately weekly) and maintain strong working relationships to ensure transparency and trust.
• Documentation and Compliance: Maintain accurate Service Management Plans and ensure audit-ready documentation across all service processes.

We’d love to hear from you if you have

• Government Service Experience: Experience managing service delivery or service levels for Singapore government contracts or similarly regulated environments with strong audit and documentation requirements.
• ITIL Certification and Practice: ITIL Foundation certified (ITIL v3 or ITIL 4), with hands‑on application of Incident, Problem, Change, and Release Management practices in structured, SLA-driven environments.
• Service Governance Expertise: Proven experience owning SLA performance, contractual compliance, and formal client reporting.
• Orchestration Capability: Demonstrated ability to coordinate multi-disciplinary technical teams without direct reporting lines to meet contractual deadlines.
• Contractual and Documentation Strength: Strong written communication skills with experience producing formal incident reports and managing service credit or liquidated damages discussions.
• Cloud and Enterprise Exposure: Practical experience supporting cloud‑based or enterprise software environments; familiarity with secure or government cloud contexts (e.g. Government Commercial Cloud - GCC) is advantageous.
• Analytical and Improvement Mindset: Ability to identify root causes, close governance gaps, and proactively enhance service processes beyond routine operations.
• Contact Centre or CX Solutions Exposure: Familiarity with Contact Centre or customer engagement solutions is advantageous, but not required
• Location: This role is to be based in Singapore, and operate on a hybrid basis, working remotely with on-site visits

What would you get?

• Training and Development
• Discretionary Yearly Bonus & Salary Review
• Healthcare Coverage based on location
• 20 days Paid Annual Leave (15 days for Malaysia based roles), plus other leave allowances

Toku has been recognised as a LinkedIn Top Startup and by the Financial Times as one of APAC’s Top 500 High Growth Companies. If you’re looking to be part of a company on a strong growth trajectory while working on meaningful, real-world challenges, we’d love to hear from you.