Service Delivery Manager – IT Support Performance

Houston Skilled Consultancy; Singapore; Hybrid; SGD 120,000 - 180,000; Full time

Benefits offered by this job

Medical insurance

Professional development opportunities

Hybrid/remote working flexibility

Job summary

Houston Skilled Consultancy is seeking a Service Delivery Manager – IT Support Performance to oversee IT support operations, monitor SLAs, and drive performance improvements. You will coordinate service desk, infrastructure, and application support teams while ensuring service quality and accountability across the organization.

The role requires IT service management expertise, strong leadership, and capable stakeholder communication to deliver reliable technology services and customer-focused

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Information Technology, or a related discipline is preferred.
• Significant experience in IT service delivery, IT support management, service desk operations, or technical operations.
• Strong understanding of IT service management principles (incident, problem, change, and request management).
• Knowledge of SLA management, KPI tracking, service performance reporting, and operational improvement.
• Proven ability to lead teams, coordinate resources, and manage competing priorities.
• Excellent written and verbal communication skills; strong stakeholder engagement.
• Proficiency in Excel and reporting tools; ITSM tool experience is essential.
• Professional certifications such as ITIL 4 Foundation or related are advantageous.

Responsibilities

• Oversee daily IT support operations, ensuring incidents and service requests are handled efficiently.
• Define and maintain service delivery procedures aligned with priorities and customer expectations.
• Monitor KPIs, SLAs, and overall performance; prepare regular performance reports.
• Coordinate service desk, desktop support, infrastructure, and application support teams.
• Lead incident and problem management efforts; coordinate root cause analyses and post-incident reviews.
• Coach and develop IT service desk personnel; manage workload and coverage.

Skills

IT service management

Incident management

Problem management

Change management

SLA management

KPIs tracking

Leadership

Communication

Analytical thinking

Escalation handling

Stakeholder management

Reporting

Education

Bachelor’s degree in IT/CS/IS

Tools

ServiceNow

Jira Service Management

BMC Helix

Job description

1. Job Summary

Houston Skilled Consultancy is seeking a results-driven and customer-focused Service Delivery Manager – IT Support Performance to oversee IT support operations, improve service quality, and ensure the consistent delivery of reliable technology services. The successful candidate will be responsible for managing service desk activities, monitoring performance against Service Level Agreements (SLAs), coordinating technical support teams, and implementing strategies that enhance operational efficiency and customer satisfaction. This role requires a strong understanding of IT service management, incident and problem management, service performance measurement, and continuous improvement methodologies. The Service Delivery Manager will work closely with technical teams, business stakeholders, external vendors, and senior management to ensure that IT services meet agreed service standards and support organizational objectives. The ideal candidate will combine technical knowledge with leadership, communication, analytical thinking, and project coordination skills. They will proactively identify service delivery challenges, establish performance improvement plans, manage escalations, and ensure that support teams deliver timely and effective solutions. At Houston Skilled Consultancy, the Service Delivery Manager will play an important role in strengthening IT support processes, maintaining service reliability, and building a culture of accountability, collaboration, and customer-focused service excellence.

2. Key Responsibilities

IT Service Delivery Management

• Oversee daily IT support operations, ensuring that incidents, service requests, and technical issues are handled efficiently.
• Establish and maintain service delivery procedures that align with organizational priorities and customer expectations.
• Ensure IT support services are delivered consistently according to agreed service levels, operational policies, and quality standards.
• Coordinate service desk, desktop support, infrastructure, application support, and other relevant technical teams.
• Monitor service availability, response times, resolution times, and overall operational performance.
• Identify service delivery risks and develop practical solutions to minimize disruptions.

Performance Monitoring and SLA Management

• Define, monitor, and report on key performance indicators (KPIs) and Service Level Agreements (SLAs).
• Track metrics such as first-response time, average resolution time, ticket backlog, first-contact resolution, customer satisfaction, and SLA compliance.
• Analyze performance trends and recommend corrective actions when targets are not achieved.
• Prepare regular service performance reports, dashboards, and management updates.
• Conduct service reviews with internal stakeholders and clients to assess performance and agree on improvement priorities.
• Ensure accurate service records and performance documentation are maintained.

Incident and Problem Management

• Oversee the incident management process, ensuring that technical issues are prioritized according to business impact and urgency.
• Manage major incidents and coordinate technical teams to restore services as quickly as possible.
• Ensure effective escalation procedures are followed for unresolved, high-priority, and recurring issues.
• Work with problem management teams to identify root causes and prevent repeated incidents.
• Coordinate post-incident reviews and ensure that lessons learned are incorporated into service improvement plans.
• Maintain clear communication with affected users and stakeholders during service disruptions.

Team Leadership and Development

• Lead, coach, and support IT service desk and technical support personnel.
• Establish clear performance expectations and monitor individual and team productivity.
• Organize team meetings, performance reviews, training sessions, and knowledge-sharing activities.
• Identify skills gaps and develop training plans to improve technical capabilities and customer service standards.
• Encourage teamwork, accountability, professional development, and continuous learning.
• Support workforce planning, resource allocation, and workload management to maintain effective service coverage.

Customer and Stakeholder Relationship Management

• Build and maintain strong relationships with clients, business users, technical departments, and senior stakeholders.
• Act as a primary escalation point for significant service delivery concerns.
• Communicate service performance, operational risks, planned maintenance, and improvement initiatives clearly.
• Gather stakeholder feedback and use it to identify opportunities to enhance the support experience.
• Manage expectations during incidents and ensure stakeholders receive timely updates.
• Promote a customer-focused culture that prioritizes responsiveness, professionalism, and reliable service.

Process Improvement and IT Governance

• Review existing IT support processes and identify opportunities to improve efficiency, quality, and consistency.
• Implement standardized workflows, escalation matrices, knowledge management procedures, and service reporting practices.
• Apply ITIL-based service management principles where appropriate.
• Support change management activities to reduce operational risks and minimize service interruptions.
• Ensure service delivery processes follow applicable information security policies, data protection requirements, and organizational controls.
• Collaborate with management on automation, self-service solutions, and technology improvements that reduce repetitive support tasks.

Vendor and Resource Management

• Coordinate with third-party service providers and technology vendors to resolve service issues and maintain agreed service standards.
• Monitor vendor performance against contractual obligations and service agreements.
• Assist with resource planning, operational budgeting, and service delivery cost control.
• Maintain documentation relating to vendor performance, service reviews, and improvement commitments.
• Identify opportunities to improve value, reduce operational waste, and optimize support resources.

3. Required Skills and Qualifications

• Bachelors degree in Information Technology, Computer Science, Information Systems, Business Information Technology, or a related discipline is preferred.
• Relevant professional experience in IT service delivery, IT support management, service desk operations, or technical operations.
• Strong understanding of IT service management principles, including incident, problem, change, and request management.
• Knowledge of SLA management, KPI tracking, service performance reporting, and operational improvement.
• Demonstrated ability to lead teams, coordinate technical resources, and manage competing priorities.
• Excellent written and verbal communication skills.
• Strong analytical, troubleshooting, and decision-making abilities.
• Experience handling escalations, service disruptions, and customer complaints professionally.
• Ability to build effective working relationships with technical and non-technical stakeholders.
• Proficiency in Microsoft Office applications, particularly Excel, Word, PowerPoint, and reporting tools.
• Familiarity with IT service management platforms such as ServiceNow, Jira Service Management, BMC Helix, or similar systems.
• Strong organizational skills, attention to detail, and commitment to service quality.
• Professional certifications such as ITIL 4 Foundation, ITIL Practice Manager, PMP, PRINCE2, or relevant service management qualifications are advantageous, depending on the scope of the role.

4. Experience

Candidates should ideally have 3–7 years of relevant experience in IT support, IT operations, service management, or service delivery, including experience coordinating teams or managing service performance.

Preferred experience includes:

• Managing IT service desk operations and technical support functions.
• Monitoring SLA compliance and preparing operational performance reports.
• Leading incident escalations and coordinating resolution activities across technical teams.
• Managing stakeholder relationships and communicating service performance.
• Developing and implementing process improvements to enhance efficiency and customer satisfaction.
• Working with ITSM platforms, ticketing systems, reporting dashboards, and knowledge management tools.
• Supporting service reviews, root-cause analysis, and continuous improvement initiatives.
• Coordinating external service providers and monitoring vendor performance.

Candidates with strong technical support experience, proven leadership potential, and a commitment to service excellence may also be considered for suitable opportunities.

5. Working Hours

Employment schedule: Full-time, subject to organizational requirements.

Typical working hours: 40 hours per week, with exact schedules determined by the employer.

Shift requirements: Some roles may require rotational shifts, evening coverage, weekend support, or on-call availability.

Flexibility: Hybrid or remote arrangements may be available depending on operational needs and company policy.

Incident coverage: Occasional availability outside standard working hours may be necessary during major incidents, planned maintenance, or critical service interruptions.

Specific working hours, shift arrangements, overtime policies, and remote-working eligibility will be confirmed during the recruitment process.

6. Knowledge, Skills and Abilities

Technical Knowledge

• IT service management frameworks and ITIL-aligned practices.
• Incident, problem, change, and service request management.
• Service desk operations, ticket prioritization, and escalation procedures.
• SLA and KPI development, tracking, and reporting.
• IT infrastructure, end-user computing, applications, and basic networking concepts.
• ITSM tools, reporting dashboards, and knowledge management systems.
• Information security awareness, access control, and operational risk management.

Leadership and Management Skills

• Ability to motivate teams and establish clear performance standards.
• Strong workload management, resource allocation, and prioritization skills.
• Confidence in managing escalations and making decisions under pressure.
• Ability to coach employees and encourage professional development.
• Experience facilitating service reviews and communicating performance outcomes.

Analytical and Problem-Solving Abilities

• Ability to interpret performance data and identify service delivery trends.
• Strong root-cause analysis and continuous improvement capabilities.
• Ability to assess operational risks and develop corrective action plans.
• Competence in translating service metrics into practical business recommendations.
• Attention to detail when reviewing reports, documentation, and compliance requirements.

Communication and Interpersonal Skills

• Excellent stakeholder management and relationship-building skills.
• Ability to explain technical matters in clear, accessible language.
• Strong meeting facilitation, presentation, and report-writing abilities.
• Professional handling of customer concerns, complaints, and service escalations.
• Ability to collaborate effectively with technical teams, business departments, and external partners.

Personal Attributes

• Customer-focused and committed to service excellence.
• Proactive, organized, and accountable.
• Adaptable in changing operational environments.
• Calm and decisive when handling critical incidents.
• Committed to continuous learning, quality improvement, and professional integrity.

7. Benefits

Houston Skilled Consultancy may offer a competitive benefits package, subject to the employment contract, location, and applicable company policies.

Potential benefits may include:

• Competitive salary based on experience, qualifications, and role responsibilities.
• Performance-based incentives, where applicable.
• Paid annual leave and public holidays in accordance with local employment requirements.
• Medical insurance or healthcare benefits, where offered.
• Professional development opportunities and support for relevant certifications.
• Access to IT service management training and leadership development programs.
• Opportunities to work with modern ITSM platforms and service delivery practices.
• Potential hybrid or remote-working flexibility, depending on the position.
• Opportunities to collaborate with experienced IT professionals and cross-functional teams.
• Career development opportunities in IT operations, service management, and technology leadership.

The final benefits package will be communicated by the employer during the recruitment process. These benefits are illustrative and should not be considered guaranteed unless confirmed in the formal offer.

8. Why Join Houston Skilled Consultancy?

• Joining Houston Skilled Consultancy as a Service Delivery Manager – IT Support Performance offers an opportunity to contribute to the delivery of dependable, customer-focused IT services while developing valuable leadership and operational management skills.
• The position is suited to professionals who enjoy solving complex service delivery challenges, improving support performance, and helping technical teams work more effectively.
• Key reasons to consider this opportunity include:
• Meaningful operational impact: Help improve IT support quality, reliability, and customer satisfaction.
• Leadership opportunities: Coordinate technical teams, manage service performance, and support employee development.
• Continuous improvement: Identify operational inefficiencies and implement practical solutions that improve service outcomes.
• Professional growth: Strengthen expertise in ITIL practices, SLA management, incident management, and service governance.
• Cross-functional collaboration: Work with technical teams, business stakeholders, and service providers to achieve shared objectives.
• Career progression: Build experience relevant to future opportunities in IT Service Delivery Management, IT Operations Management, Service Management Consulting, and IT Operations Leadership.
• Houston Skilled Consultancy seeks professionals who value accountability, effective communication, operational excellence, and a commitment to delivering reliable technology services.