Service Delivery Manager (IT Service Management / IT Infrastructure / Cloud Services) HSW

TRUST RECRUIT PTE. LTD.; Singapore; On-site; SGD 65,000 - 85,000; Full time

Job summary

A recruitment firm in Singapore is seeking a candidate for an IT Service Management role. Responsibilities include managing client relationships, overseeing service delivery against SLAs, and leading service improvement initiatives. The ideal candidate should have a Bachelor's degree in IT and 3 to 5 years in a client-facing service delivery role, particularly with a strong understanding of ITIL principles. Excellent leadership and communication skills are essential.

Qualifications

• 3 to 5 years in IT service management, proven track record in a client-facing service delivery role.
• Experience with specific CRM or service management platforms.
• Project management experience.

Responsibilities

• Serve as the primary point of contact for clients regarding service issues.
• Monitor and report on SLAs and KPIs, leading service improvement initiatives.
• Manage operational processes of the service desk and budget.
• Oversee escalation and resolution of critical incidents.
• Conduct regular service review meetings with clients.

Skills

Strong understanding of IT service management principles

Good leadership and people management skills

Strong analytical and problem-solving abilities

Exceptional communication and presentation skills

Education

Bachelor's degree in a relevant Information Technology field

Tools

ITIL certification

ServiceNow

Job description

Job Description

• Serve as the primary point of contact for clients regarding service issues, conduct regular service review meetings, aligning client’s expectations and manage client satisfaction.
• Monitor and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), identify and lead service improvement initiatives (CSI).
• Managing and ensuring the operational processes of the service desk and operational teams, manage the service budget and resources, ensure compliance with ITIL or other relevant frameworks.
• Take ownership and oversee the escalation and resolution of critical or major incidents and complex problems to drive swift resolutions and post-incident review.
• Proactively identify gaps and inefficiencies in current service delivery processes and lead initiatives to implement improvements, often leveraging frameworks like ITIL.
• Conduct regular service review meetings with clients and internal stakeholders, presenting performance reports, discussing service improvements, and providing clear, timely updates during major incidents.
• Work with development and technical teams to ensure new services or changes are designed and transitioned into operation smoothly, without negatively impacting the existing service environment.
• Oversee and manage the performance of third-party vendors and suppliers who contribute to the delivery of the service, ensuring they meet their obligations.

Job Requirements

• Bachelor's degree in a relevant Information Technology field.
• 3 to 5 years in IT service management (IT Infrastructure, cloud services), proven track record in a client‑facing service delivery role.
• Skills: Strong understanding of IT service management principles (ITIL certification is often required).
• Good leadership and people management skills, strong analytical and problem‑solving abilities, exceptional communication, and presentation skills.
• ITIL certification experience with specific CRM or service management platforms (e.g., ServiceNow), project management experience.

How to Apply

Interested applicants, kindly send your resume in MS WORD format or please click on “Apply Now”.

We regret only shortlisted candidates will be notified.

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