Service Delivery Manager, Tech Operation - Managed Service, NSCC

A*STAR RESEARCH ENTITIES; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A research organization in Singapore seeks a Service Delivery Manager to oversee the delivery of HPC services, ensuring quality and performance. Responsibilities include monitoring service provider performance, stakeholder management, and driving continuous service improvement initiatives. Ideal candidates will have over 5 years of experience in IT Service Management and strong knowledge of the ITIL framework.

Qualifications

• 5+ years' experience in IT Service Management or Service Delivery.
• Proven experience managing third-party service providers.
• Strong knowledge of ITIL framework (ITIL v4 preferred).

Responsibilities

• Responsible for end-to-end HPC service delivery to customers.
• Monitor MSP performance against contractual SLAs/OLAs.
• Serve as primary contact for business stakeholders on service delivery.

Skills

ITIL framework knowledge

Stakeholder management

Incident management

Communication skills

Cross-team coordination

Education

Bachelor's degree in related discipline

Job description

Role Purpose

The Service Delivery Manager (SDM) will be responsible for the end-to-end delivery of HPC services to our customers and users, ensuring services meet agreed standards of quality, availability, and performance. This role provides governance, oversight, and business alignment over the services delivered by the Managed Service Provider (MSP), while collaborating closely with the MSP’s Service Delivery Manager to ensure seamless operations and continuous improvement.

Key Responsibilities

Service Governance & Oversight

• Act as the internal owner for all aspects of service delivery and support, accountable to business stakeholders.
• Monitor MSP performance against contractual SLAs/OLAs, ensuring delivery meets or exceeds expectations.
• Lead regular service review meetings with the MSP, internal teams, and business stakeholders.
• Maintain the Service Catalogue, Service Level Agreements (SLAs), and Operational Level Agreements (OLAs).

Customer & Stakeholder Management

• Serve as the primary contact point for business stakeholders and end users on service delivery matters.
• Manage communications for service incidents, changes, and major outages in collaboration with the MSP.
• Drive improvements in customer satisfaction and user experience.

Incident, Problem & Change Governance

• Oversee incident escalation, root cause analysis, and service restoration in coordination with the MSP.
• Ensure proper governance for change management, risk assessment, and impact evaluation.
• Track recurring issues and drive problem management initiatives.

Continuous Service Improvement (CSI)

• Identify, propose, and implement service improvements in partnership with the MSP.
• Ensure continual alignment of service delivery with business needs and emerging technology trends.
• Drive efficiency, cost-effectiveness, and innovation within IT service delivery.

Risk, Compliance & Security

• Ensure all services comply with organizational policies, security standards, and regulatory requirements.
• Monitor risks in service delivery and propose mitigation actions.
• Collaborate with internal security and compliance teams to embed controls into operations.

Financial & Contract Management

• Assist in monitoring service costs and ensuring MSP delivers value-for-money.
• Provide input for contract reviews, renewals, and negotiation of service levels.
• Track penalties, credits, and cost optimizations tied to service delivery performance.

Qualifications & Experience

Essential:

• Bachelor's degree in related discipline or area.
• 5+ years' experience in IT Service Management or Service Delivery.
• Strong knowledge of ITIL framework (ITIL v4 preferred).
• Proven experience managing third-party service providers.
• Excellent stakeholder management and communication skills.
• Ability to manage incidents, escalations, and cross-team coordination.

Preferred:

• Experience in HPC Technologies and Knowledge