Service Delivery & Operations Manager

XCELLINK PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Benefits offered by this job

Career development

Collaborative environment

Job summary

XCELLINK PTE. LTD. is seeking an experienced Service Delivery & Operations Manager to oversee IT service delivery, ensure client satisfaction, and lead cross-functional teams in a fast-paced environment.

You will monitor SLAs, manage budgets and resources, drive continuous improvement, and serve as the primary touchpoint for customers on service matters. Excellent communication and stakeholder management are essential.

Qualifications

• Minimum 3 years of IT service delivery management experience.
• Strong understanding of project management principles and ITSM frameworks.
• Proven track record of managing service delivery for IT services, including Public Sector.
• Excellent communication, negotiation and leadership abilities.

Responsibilities

• Oversee IT service delivery and monitor performance against SLAs.
• Coordinate cross-functional teams and drive continuous improvement initiatives.
• Serve as primary contact for major service escalations and customer inquiries.
• Develop and implement project management plans and cost targets.
• Manage budgets and resource allocation to meet business needs.
• Provide training and development opportunities for team members.

Skills

Leadership

Communication

Stakeholder management

Problem-solving

Strategic thinking

Budget management

Resource allocation

Education

Bachelor's degree in Information Technology, Business Administration, or related field

PMP Certification

PRINCE2 Certification

ITIL Certification

Job description

We are seeking an experienced and customer-focused Service Delivery & Operations Manager to oversee the delivery of IT services and ensure high levels of client satisfaction. The successful candidate will be responsible for managing service operations, monitoring service performance against agreed SLAs, coordinating cross-functional teams, driving continuous improvement initiatives, and serving as the key point of contact for customers on service-related matters. This role requires strong stakeholder management, problem-solving skills, and the ability to lead teams in a fast-paced environment while ensuring operational excellence and service quality.

Key Responsibilities:

Service Delivery

• Ensure that all business service deliverable commitments are met to the highest standard
• Serve as the main point of contact for major service escalations pertaining to the service deliverables committed
• Support in the maintenance and improvement of the organizational service delivery competency profile
• Assist in the establishment, refinement and standardization with any forms of relevant operational process
• Support in the supervision and management of the relevant service delivery teams in accordance with the organisation principles and values to meet the business needs
• Ensure high levels of competency and operational excellence with the relevant project teams
• Deputize, where necessary, in the supervision and accountability of the department’s daily activities and provide guidance as necessary
• Manage operational team’s bandwidth and workload allocation according to the business needs
• Ensure timely delivery of services when it comes to initialization of new projects awarded.
• Define, develop and prepare any necessary relevant project management plans
• Manage and control internal definitions of project cost efficiency targets, while maintaining a high level of service delivery standards
• Analyse and mitigate any potential risks pertaining to service delivery

Competency Development

• Support in the evaluation of the operational team’s performance and determine milestones, training needs and progression
• Scaffold operational team when assigning tasks of higher-level difficulties, where relevant
• Plan for internal delivery capabilities across spectrum of projects, e.g. assignment, training and optimisation of deployment of R-DOT specialists for higher-value business services for Data Centre, Cybersecurity Operations.

Business Development

• Serve as primary point of contact for relevant operational matters
• Provide input and feedback on customer satisfaction levels
• Provide insight on customers’ business goals, forecast, plans
• Develop scope and budget for operational delivery pertaining to organic business growth
• Anticipate and analyse existing customers’ inquiries and needs, determine delivery goals, plan and manage operational execution with the relevant business supporting units
• Build and maintain positive relationships with customers for potential business growth
• Assist the business development team with operational related requirements and discussions
• Support the business needs in terms of conceptualisation of the required service delivery capabilities as well as the relevant cost based on Client requirements.

Internal controls

• Liaise, plan, negotiate and develop processes with internal stakeholders to ensure high levels of efficiency for service delivery team

Others

• Provide ongoing training and development opportunities for team members.

Requirements

• Degree in Information Technology, Business Administration, or related field.
• Minimum 3 years of experience in IT service delivery management or related roles.
• Sound understanding of project management principles and IT Service Management (ITSM) frameworks.
• Proven track record of managing service delivery for IT services for Public Sector
• Strong leadership abilities with the capability to motivate and develop teams.
• Excellent communication, negotiation, and interpersonal skills.
• Strong problem-solving skills and the ability to think strategically.
• Experience in budget management and resource allocation.
• Relevant certifications in project management (PMP, PRINCE2) and ITIL are a plus.

Benefits

We provide:

• Opportunities for professional development and career growth
• A collaborative and supportive work environment
  

We regret to inform that only shortlisted candidates will be notified. Thank you for indicating your interest in joining our team.