Software Service Delivery Engineer

IBASE TECHNOLOGY PRIVATE LIMITED; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A leading company in software technology seeks a Software Service Delivery Engineer to manage client engagements post-deployment. This role involves ensuring service delivery excellence, client satisfaction, and collaboration with technical teams to facilitate smooth operations. Ideal candidates will have a degree in Computer Science or Information Systems and relevant experience in client service delivery.

Qualifications

• 3-5 years' experience in client-facing software support.
• Strong understanding of software systems and service operations.
• Experience in project coordination or technical account management is a plus.

Responsibilities

• Serve as the primary point of contact for clients post-go-live.
• Coordinate with internal teams to resolve client-reported issues.
• Manage post-launch support phases including updates and releases.

Skills

Communication

Problem-Solving

Analytical

Organizational

Education

Bachelor’s degree in Computer Science

Bachelor’s degree in Information Systems

Tools

Jira

Freshdesk

Servicenow

Job description

Position Summary

The Software Service Delivery Engineer plays a critical role in managing post-deployment client engagements. Acting as a liaison between clients and internal technical teams, this role ensures the smooth delivery of ongoing support, issue resolution, minor enhancement rollouts, and client satisfaction. The incumbent functions similarly to a Project Manager but is specialized in managing service operations after the initial implementation.

Key Responsibilities

Client Relationship Management

· Serve as the primary point of contact for assigned clients post-go-live.

· Build and maintain strong, long-term client relationships through regular engagement and proactive support.

Service Delivery Oversight

· Coordinate with support, development, and QA teams to ensure timely resolution of client-reported issues and service requests.

· Track SLAs and ensure service delivery commitments are met or exceeded.

· Monitor system performance and usage metrics; proactively identify potential issues or improvement areas.

Post-Implementation Support

· Manage post-launch support phases including stabilization, minor updates, and release coordination.

· Organize knowledge transfer to internal support or technical teams as needed.

Change & Enhancement Management

· Collect, evaluate, and document client enhancement requests.

· Collaborate with product and engineering teams to prioritize and scope client-specific changes.

Stakeholder Communication

· Provide regular status updates and reports to clients and internal stakeholders.

· Facilitate client review meetings, service reviews, and improvement initiatives.

Risk & Escalation Handling

· Identify risks to service continuity or client satisfaction and drive mitigation actions.

· Act as an escalation point for critical issues or service failures.

Requirements

Education & Experience

· Bachelor’s degree in Computer Science, Information Systems, or related field.

· 3–5 years of experience in a client-facing software support or service delivery role.

· Prior experience in project coordination or technical account management is a plus.

Technical Skills

· Strong understanding of software systems, service operations, and support lifecycle.

· Familiarity with ticketing systems (e.g., Jira, Freshdesk, Servicenow) and reporting tools.

Soft Skills

· Excellent communication and interpersonal skills.

· Strong analytical, problem-solving, and organizational abilities.

· Ability to manage multiple client accounts and priorities simultaneously.

Preferred Qualifications

· Experience working in SaaS or enterprise software environments.

· Knowledge of ITIL or other service management frameworks.

· Project Management or Client Success certification (e.g., PMP, CSM, CSPO) is advantageous.