Service Delivery Manager IAC

Recruit Express Pte Ltd; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Recruit Express Pte Ltd in Singapore seeks an experienced IT Service Delivery Manager to ensure SLA-driven IT services and high client satisfaction. You will collaborate with internal teams to develop, implement, and maintain service delivery processes.

The role requires strong ITIL knowledge, leadership to guide the service delivery team, and proactive incident management with vendors. You will monitor performance metrics, report findings, and drive continuous improvement in a regulated,

Qualifications

• Bachelor's degree in IT, CS or related field.
• Proven experience in IT service delivery management with SLA focus.
• Strong ITIL knowledge.
• Excellent communication and stakeholder engagement.
• Demonstrated leadership and team guidance.
• Experience managing vendor relationships.
• Strong analytical and problem-solving skills.
• Certifications like ITIL or PMP are desirable.

Responsibilities

• Manage IT services delivery per SLAs and maintain high customer satisfaction.
• Collaborate to develop, implement, and maintain IT service delivery processes.
• Monitor and report service performance metrics and drive improvements.
• Act as primary contact for clients on IT service delivery issues and escalations.
• Lead incident management with coordination across support teams.
• Develop relationships with clients and align IT services to business needs.
• Drive service improvement initiatives to enhance quality and efficiency.
• Ensure compliance with regulatory requirements and industry best practices.
• Provide leadership to the IT service delivery team and foster continuous improvement.
• Stay abreast of industry trends and incorporate advancements into strategies.
• Perform ad-hoc duties as assigned by supervisor.

Skills

IT service delivery

SLA management

Stakeholder management

Leadership

Vendor management

Analytical thinking

Education

Bachelor's degree in IT/CS or related field

Tools

ITIL framework

PMP (desirable)

Job description

Responsibilities

• Manage the delivery of IT services according to agreed SLAs, ensuring high levels of customer satisfaction.
• Collaborate with internal teams to develop, implement, and maintain IT service delivery processes and procedures.
• Monitor and report on service performance metrics, identifying areas for improvement and implementing corrective actions as necessary.
• Act as the primary point of contact for clients/stakeholders regarding IT service delivery issues, escalations, and requests.
• Lead incident management efforts, coordinating with support teams to ensure timely resolution and communication with stakeholders.
• Develop and maintain strong relationships with clients/stakeholders, understanding their business needs and aligning IT services accordingly.
• Drive service improvement initiatives, proactively identifying opportunities to enhance service quality, efficiency, and effectiveness.
• Ensure compliance with regulatory requirements, industry standards, and best practices related to IT service delivery.
• Provide leadership and guidance to the IT service delivery team, fostering a culture of collaboration, accountability, and continuous improvement.
• Stay abreast of industry trends, emerging technologies, and best practices in IT service delivery, incorporating relevant advancements into organizational strategies and processes.
• Any other ad-hoc duties as assigned by supervisor.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Proven experience in IT service delivery management, with a focus on maintaining SLAs and driving continuous improvement.
• Strong understanding of ITIL framework and related best practices.
• Excellent communication and interpersonal skills, with the ability to effectively engage with clients/stakeholders at all levels.
• Demonstrated leadership abilities, with a track record of successfully leading teams and driving results.
• Experience managing vendor relationships and third-party service providers.
• Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues in a timely manner.
• Relevant certifications (e.g., ITIL, PMP) are highly desirable.