Service Delivery Manager (Tech MNC/ CCNA/ ITIL / UP12K+)

Adecco; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Adecco partners with a leading tech MNC in Singapore to recruit a Service Delivery Manager on a contract basis. You will act as the single point of contact for operational issues, coordinate cross-functional resources, and manage customer relationships.

The role requires 3–5 years in customer support or project delivery, strong communication and ITIL/CCNA knowledge, with occasional travel to customer sites and quarterly reviews.

Qualifications

• 3–5 years of related customer support, project delivery, or relevant experience.
• Strong communication, influencing, and presentation skills.
• Understanding of business processes and cross-functional engagement.
• Familiarity with reporting and research software.
• CCNA or equivalent basic networking knowledge.
• ITIL certification and public sector experience are preferred.

Responsibilities

• Act as single point of contact for operational issues and coordinate technical needs.
• Identify, build, and maintain relationships with customers' internal management.
• Represent customer needs to post-sales support teams and applicable organizations.
• Supervise cases to ensure timely resolution and provide updates on escalations.
• Coordinate weekly calls and present quarterly reports with gap analyses.
• Educate customers on company processes and procedures; provide status reports to management.
• Travel to quarterly customer site visits to discuss issues and opportunities.
• Project manage customer-facing projects and internal service improvements.

Skills

Customer relationship

Project coordination

Stakeholder communication

Public Sector experience

CCNA knowledge

ITIL certified

Networking basics

Job description

• Adecco is partnering our client, a leading tech MNC
• We are looking for a Service Delivery Manager
• The role will start out as a contract
• Candidates who are immediately available/ able to start work within short notice will be preferred

The Talent

• Min. 3-5 years related customer support experience, project management experience or relevant experiences.
• Strong communication, influencing, and presentation skills.
• Demonstrates detailed understanding of business processes.
• Demonstrates ability to engage cross-functional resources to solve customer issues.
• Understanding of pertinent software applications used for reporting and researching.
• Ability to apply tools for customer satisfaction and gap analysis and make recommendations to customer.
• CCNA or equivalent basic technical/networking knowledge.
• Good understanding of product and solutions such as cybersecurity, networking, and related technologies coupled in with a good understanding of project management and business concepts.
• ITIL certified.
• Experienced in Public Sector or had supported Public Sector clients

Job Description

• Act as single point of contact for operational issues. Coordinate technical issues and customer needs.
• Identify, build, and maintain relationships with customers internal management.
• Represent customer needs to company's post-sales support teams and applicable organizations.
• Supervise cases to ensure timely resolution (bi-weekly). Follow up on open action items and cases to ensure commitments are met. Provide customers with updates on hot or escalated issues.
• Coordinate and conduct weekly conference calls to provide status reports to customer and present quarterly reports to customers with analysis of customers support needs.
• Educate customers on company's processes and procedures.
• Provide status reports to management.
• Travel to quarterly customer site visits to present operational issues/activity, customer happiness and gap analysis to customer and internal stakeholders.
• Project manage customer facing projects and internal sophisticated service improvements.