Service Delivery Manager (Process Excellence & CSI)

PERSOL; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A leading recruitment firm in Singapore is urgently hiring a Service Delivery Manager. The ideal candidate will have over 8 years of experience in IT service delivery, focusing on service management across cloud and hybrid environments. Key responsibilities include managing IT service operations, ensuring adherence to SLAs, and driving process improvements using ITIL best practices. Strong leadership skills and ITIL certification are essential for this perm role. Interested applicants should email their resumes for consideration.

Qualifications

• 8+ years of experience in IT service delivery or cloud operations roles.
• Strong practical experience in ITIL practices.
• Hands-on experience with Lean/Six Sigma methodologies.

Responsibilities

• Own end-to-end delivery of IT services across infrastructure and cloud environments.
• Lead incident, problem, change, and service request management aligned to ITIL.
• Drive continual service improvement initiatives.

Skills

IT service delivery

Process improvement

ITIL adoption

Service automation

Stakeholder management

Education

ITIL Foundation Certification

Tools

AWS

Azure

VMware

Hyper-V

Job description

URGENTLY HIRING SERVICE DELIVERY MANAGER -- PERM ROLE

Key Responsibilities

1. Service Delivery Ownership

• Own end-to-end delivery of IT services across infrastructure and cloud environments

• Ensure consistent adherence to SLAs, KPIs, OLAs, and contractual commitments

• Lead incident, problem, change, and service request management aligned to ITIL best practices

• Act as the primary escalation point for service and client concerns

• Conduct service performance reviews and deliver structured reporting and stakeholder updates

• Oversee capacity and resource planning to support current and forecasted demand

• Drive a service-first delivery mindset across teams

2. Process Gap Identification & Optimization

• Identify process gaps, inefficiencies, and control weaknesses in IT service operations

• Conduct root cause analysis (RCA) on recurring incidents and service failures

• Benchmark and align processes with ITIL, ISO 9001, and ISO/IEC 20000

• Recommend and prioritize process improvements based on business impact and service risk

• Define measurable improvement outcomes and track benefits realization

3. Process Mapping & Operational Documentation

• Develop AS-IS and TO-BE process maps, RACI, and service workflows

• Maintain SOPs, runbooks, work instructions, and governance documentation

• Ensure documentation is standardized, operationally consistent, and audit-ready

• Establish clear process handover points and responsibility boundaries

4. Continual Service Improvement (CSI)

• Drive CSI initiatives grounded in ITIL principles

• Apply Lean / Six Sigma (DMAIC) practices to improve service efficiency and reliability

• Embed a culture of structured continuous improvement across service teams

• Measure, communicate, and reinforce improvements and service health indicators

5. Automation & Service Enablement

• Identify opportunities to automate manual and repetitive service processes

• Partner with ITSM platforms and workflow tools to implement automation use cases

• Support development of dashboards for service performance and process health

• Improve service delivery through tooling optimization and data-driven insights

6. Governance, Risk & Compliance

• Ensure delivery and processes comply with:

  • ISO 9001 (Quality Management Systems)

  • ISO/IEC 20000 (IT Service Management)

• Support internal and external audits and compliance assessments

• Implement service risk mitigation and controls

• Maintain alignment with cybersecurity and regulatory requirements

• Demonstrate working knowledge of:

  • Government IM8 security standards

  • Service security controls and policy practices

7. Stakeholder & Client Partnership

• Serve as a trusted Single Point of Contact (SPOC) for clients and internal stakeholders

• Translate technical and operational issues into clear business insights

• Partner with leadership to align service delivery and improvements to business priorities

• Build strong, warm, and collaborative stakeholder relationships

Required Skills & Experience

Experience

• 8+ years in IT service delivery, service management, or infrastructure/cloud operations roles

• Proven ownership of services across hybrid environments (cloud, on-prem, data center)

• Demonstrated leadership in process improvement, CSI, ITIL adoption, and service automation

ITSM & Process Excellence Knowledge

• Strong practical experience in ITIL practices:

  • Incident, Problem, Change, Service Requests, CSI

• Hands-on experience applying Lean / Six Sigma (DMAIC)

• Experience aligning IT processes with ISO 9001 and ISO/IEC 20000

Technical & Tooling Fluency

• Solid understanding of infrastructure and cloud platforms (AWS, Azure, VMware, Hyper-V, etc.)

• Familiarity with ITSM tools, automation workflows, and monitoring/reporting dashboards

• Ability to translate service and process needs into automation and tooling use cases

Certifications

Mandatory

• ITIL Foundation Certification

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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