Service Delivery & User Experience Manager

TDCX; Singapore; On-site; SGD 54,000 - 89,000; Full time

Job summary

TDCX is seeking an experienced Service Delivery & User Experience Manager to oversee operations for the Service Bureau and eLitigation platform in Singapore. The role focuses on delivering high-quality service, managing vendor performance, and driving CX enhancements across physical and digital channels.

The successful candidate will lead service transformation initiatives, monitor key performance indicators, and provide strategic recommendations based on operational insights and user feedback.

Qualifications

• Degree in Business, Operations Management or related discipline.
• 8–10 years' experience in Operations, Service Delivery, Customer Experience or Vendor Management.
• Experience managing outsourced vendors and service contracts.
• Strong stakeholder management and communication skills.
• Experience in process improvement, governance and performance reporting.
• Proficient in Excel, Power BI and data analysis.

Responsibilities

• Lead Service Bureau operations and service delivery performance.
• Manage outsourced vendor performance, KPIs and service standards.
• Drive customer experience (CX) improvements across physical and digital channels.
• Identify operational gaps, pain points and process improvement opportunities; conduct user engagement sessions and gather customer insights.
• Develop user guides, FAQs and support resources.
• Monitor service performance, dashboards and operational reporting.
• Lead incident management, escalation and service recovery efforts.
• Partner with senior stakeholders to drive service excellence and transformation initiatives.

Skills

Stakeholder management

Process improvement

Vendor management

Customer experience

Education

Degree in Business, Operations Management or related discipline

Tools

Excel

Power BI

Job description

Up to $8K per month

Service Delivery & User Experience Manager (Service Bureau & eLitigation)

12 months contract (Renewable)

We are seeking an experienced and customer-focused Service Delivery & User Experience Manager to oversee the operational performance, service standards, and customer experience of the Service Bureau and eLitigation platform.

This role serves as the key liaison between stakeholders, service providers, and end users, ensuring high-quality service delivery, operational excellence, and continuous improvement across both physical and digital service channels.

The successful candidate will drive service transformation initiatives, monitor vendor performance, enhance customer journeys, and provide strategic recommendations to senior management based on operational insights and user feedback.

Key Responsibilities

• Lead Service Bureau operations and service delivery performance
• Manage outsourced vendor performance, KPIs and service standards
• Drive customer experience (CX) improvements across physical and digital channels
• Identify operational gaps, pain points and process improvement opportunitiesConduct user engagement sessions and gather customer insights
• Develop user guides, FAQs and support resources
• Monitor service performance, dashboards and operational reporting
• Lead incident management, escalation and service recovery efforts
• Partner with senior stakeholders to drive service excellence and transformation initiatives

Requirements

• Degree in Business, Operations Management or related discipline
• 8–10 years' experience in Operations, Service Delivery, Customer Experience or Vendor Management
• Experience managing outsourced vendors and service contracts
• Strong stakeholder management and communication skills
• Experience in process improvement, governance and performance reporting
• Proficient in Excel, Power BI and data analysis

Public sector, legal services or regulated industry experience preferred