Service Delivery Manager

TRUST RECRUIT PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading recruitment agency in Singapore is seeking a Service Delivery Manager to lead the Services Support team, ensuring high levels of service delivery and customer satisfaction. The ideal candidate will have a Bachelor’s degree in Computer Science or a related field, along with ITIL certification. Responsibilities include managing team activities, resolving service issues, and preparing service documentation. Excellent leadership and communication skills are essential for this role, as you will be the main point of contact for customers regarding service matters.

Qualifications

• Proven experience in Service Management or IT Support within a large-scale environment.
• Solid understanding of incident management and service management best practices.
• Strong leadership and mentoring capabilities.

Responsibilities

• Lead and manage Services Support team activities.
• Act as the contact for customers on service-related matters.
• Ensure Managed Services are delivered according to ITIL processes.
• Prepare and deliver service review and incident reports.

Skills

Service delivery management

Customer service

Vendor management

Incident management

Leadership

Team management

Education

Bachelor’s degree in Computer Science, Engineering, or Information Technology

ITIL Foundation certification

Job description

Key Responsibilities

• Lead and manage the overall activities of the Services Support team, including scheduling, staff rostering, task allocation, and performance management.

• Provide regular reports to the Company on service delivery performance, highlighting key issues and recommending actions where required.

• Act as the single point of contact for customers on all service-related matters, ensuring clear communication and timely updates.

• Ensure Managed Services are delivered in accordance with agreed ITIL-based processes and procedures.

• Own end-to-end service delivery and ensure continuous service improvement initiatives are implemented and maintained.

• Collaborate with internal and external project teams on ad-hoc projects to ensure operational continuity and accurate documentation of systems and processes.

• Ensure a coordinated approach to service delivery, managing dependencies, risks, and third-party service providers.

• Manage incidents, including major incidents, ensuring resolution within agreed service levels and in line with established escalation procedures.

• Coordinate with third-party vendors to resolve incidents and service issues effectively.

• Oversee change management activities in live environments while ensuring all system documentation remains accurate and up to date.

• Prepare and deliver monthly service review reports, incident reports, and other service-related documentation as agreed.

• Provide professional advice and guidance on matters relating to the Company’s IT environment.

• Maintain high levels of customer satisfaction, including handling complaints and acting as an escalation point when required.

• Ensure service documentation, including Operations Handbooks and Knowledge Base articles, is complete, accurate, maintained in a timely manner, and shared appropriately with relevant stakeholders.

Job Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related discipline from a recognised institution.

• ITIL Foundation certification or equivalent Service Management certification.

• Demonstrated ability to manage service delivery operations and fulfil the responsibilities outlined above.

• Experienced continuous service improvement.

• Proven experience in Service Management or IT Support within a large-scale or complex environment.

• Experience leading teams, including virtual or cross-functional teams.

• Experience managing third-party vendors and outsourced service providers.

• Solid understanding of incident management, escalation procedures, and service management best practices.

• Strong leadership, people management, mentoring and customer-facing and stakeholder management capabilities.

HOW TO APPLY:

Interested applicants, kindly send your resume in MS WORD format to [e-mail] or please click on “Apply Now” and provide the below details in your resume.

We regret only shortlisted candidates will be notified.

Important Note: Trust Recruit Pte Ltd is committed to safeguarding your personal data in accordance with the Personal Data Protection Act (PDPA).

Please read our privacy statement on our corporate website www.trustrecruit.com.sg.

Trust Recruit Pte Ltd

EA License No: 19C9950

EA Personnel: Vivian Chung Fhui Tiin

EA Personnel Reg No: R22106436