Service Delivery Manager

PERSOL; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading recruitment consultancy in Singapore is looking for a Service Delivery Manager to enhance IT service delivery while driving automation and process optimization initiatives across hybrid environments. The ideal candidate will have a Bachelor's degree or equivalent experience, with a minimum of 8 years in IT service delivery. A strong grasp of ITIL practices, Lean or Six Sigma methodologies, and proficiency in IT service management tools are essential. This role involves overseeing IT service delivery and aligning processes with quality standards.

Qualifications

• Minimum of 8 years’ experience in IT service delivery or service management roles.
• Proven experience managing services in hybrid infrastructure environments.
• Strong understanding of ITIL practices, particularly incident and problem management.

Responsibilities

• Oversee end-to-end delivery of IT services across multiple environments.
• Lead service management processes including incident and service request management.
• Conduct regular service reviews and provide performance reporting.

Skills

IT service delivery

Service management

ITIL practices

Process optimization

Lean or Six Sigma methodologies

Education

Bachelor’s degree or equivalent professional experience

Tools

IT service management tools

Cloud platforms

Job description

Brief Summary

Join a team as a Service Delivery Manager specializing in Process Excellence and Continual Service Improvement. This role focuses on enhancing IT service delivery while driving automation and process optimization initiatives across hybrid environments.

Responsibilities

• Oversee end-to-end delivery of IT services across multiple environments, ensuring adherence to service level agreements (SLAs), key performance indicators (KPIs), operational level agreements (OLAs), and contractual commitments.

• Lead service management processes, including incident, problem, change, and service request management, in alignment with ITIL best practices.

• Conduct regular service reviews, provide performance reporting, and communicate updates to relevant stakeholders.

• Identify process inefficiencies and control gaps within IT service operations through root cause analysis of recurring incidents and service disruptions.

• Develop and maintain process maps and supporting documentation for IT service management processes, ensuring audit readiness and operational consistency.

• Drive Continual Service Improvement (CSI) initiatives aligned with ITIL principles and apply Lean or Six Sigma methodologies to improve efficiency and service quality.

• Identify opportunities to automate service delivery processes and support the development of performance dashboards and metrics.

• Ensure service delivery processes align with applicable quality and service management standards and support internal and external audits.

• Act as a key point of contact for clients and internal stakeholders on service delivery matters, translating technical issues into business-focused insights.

Requirements

• Bachelor’s degree in a relevant field or equivalent professional experience.

• Minimum of 8 years’ experience in IT service delivery or service management roles.

• Proven experience managing services in hybrid infrastructure environments, including cloud, on-premises, and data centre environments.

• Strong understanding of ITIL practices, particularly incident, problem, change, and continual service improvement.

• Familiarity with Lean or Six Sigma methodologies; working knowledge of ISO 9001 and ISO/IEC 20000 standards is an advantage.

• Proficiency in IT service management tools, cloud platforms, and automation concepts, with the ability to translate service requirements into practical solutions.

• ITIL Foundation certification is required; additional certifications such as Lean/Six Sigma or ISO-related certifications are preferred.

Interested candidates, who wish to apply for the advertised position, please email us an updated copy of your resume.

We regret that only shortlisted candidates will be notified.

EA License No.: 01C4394

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