Service Delivery Specialist (Data Centre)

Lifeway Singapore Pte. Ltd.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Lifeway Singapore Pte. Ltd. is seeking a Service Delivery professional to lead end-to-end service delivery, ensuring SLAs and KPIs are met while coordinating with operations and service owners to drive improvements.

You will act as the primary liaison for clients, manage escalations, and work with data centre operations, IT support, and engineering teams to ensure seamless service execution and operational coordination.

Qualifications

• Diploma or Degree in IT, Computer Science, or related field.
• 3–5 years of experience in service delivery, preferably within data centre or IT infrastructure environments.
• Strong understanding of ITIL service management frameworks and best practices.

Responsibilities

• Direct end-to-end service delivery to ensure SLAs and KPIs.
• Act as the primary liaison for clients and manage escalations.
• Collaborate with data centre ops, IT support and engineering for seamless service.
• Manage customer incidents including RCA and preventive actions.
• Coordinate maintenance change activities and post-change reviews.
• Identify opportunities to improve service quality and efficiency.
• Maintain accurate service records and support ISO audits.
• Lead regular client meetings and audits to review performance.

Education

Diploma or Degree in IT, Computer Science, or related field

3–5 years of experience in service delivery

Strong understanding of ITIL service management

Job description

Responsibilities

• Direct end-to-end service delivery to ensure compliance with SLAs and KPIs, promptly addressing client concerns by coordinating with operations teams and service owners to drive improvements


• Act as the primary liaison for clients, managing expectations and resolving escalations effectively to maintain strong client relationships


• Collaborate closely with data centre operations, IT support, and engineering teams to ensure seamless service execution and operational coordination


• Manage customer incidents by escalating, communicating, coordinating with internal teams, reporting incidents, conducting Root Cause Analysis (RCA), and implementing preventive measures


• Coordinate customer-impacting change activities by issuing timely maintenance change notifications, obtaining required approvals, communicating change status and updates, conducting post-change reviews, and following up on outstanding actions


• Identify and implement opportunities to enhance service quality, operational efficiency, and customer satisfaction through continuous improvement initiatives


• Maintain accurate service records, ensure adherence to ISO standards, and support audit requirements for compliance and documentation


• Facilitate regular client meetings to review service quality, monitor projects, and manage incident updates


• Lead customer audit exercises and coordinate internal resources to ensure smooth execution


• Prepare and submit monthly utilities consumption reports to Finance and monthly Operations Reports for clients covering service performance, incidents, maintenance activities, and operational updates


• Perform additional duties as assigned to support overall service delivery

Required competencies and certifications

• Diploma or Degree in IT, Computer Science, or related field


• 3–5 years of experience in service delivery, preferably within data centre or IT infrastructure environments


• Strong understanding of ITIL service management frameworks and best practices

Preferred competencies and qualifications

• Familiarity with data centre operations


• Excellent communication and stakeholder management skills


• Ability to work under pressure and manage multiple priorities


• Proactive problem-solving mindset with attention to detail


• Team player with ability to collaborate across functions


• Customer-focused with a commitment to service excellence