Urgent! Service Delivery Manager (ITIL)

TRUST RECRUIT PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A recruitment agency in Singapore seeks an experienced individual for an IT service management role. The candidate will act as a primary contact for client service issues, manage service delivery and improvements with a focus on ITIL compliance, and oversee third-party vendor performance. Ideal candidates possess 3 to 5 years of relevant experience and a Bachelor's degree in Information Technology. A strong understanding of IT service management principles is essential, along with excellent leadership and analytical skills.

Qualifications

• 3 to 5 years in IT service management, preferably in a client-facing role.
• ITIL certification is often required.
• Experience with project management is a plus.

Responsibilities

• Serve as the primary point of contact for clients regarding service issues.
• Monitor and report on SLAs and KPIs, lead service improvement initiatives.
• Manage operational processes of the service desk and service budget.

Skills

IT service management principles

Leadership and people management

Analytical and problem-solving abilities

Communication and presentation skills

Education

Bachelor's degree in Information Technology

Tools

CRM or service management platforms

ServiceNow

Job description

Highlights

• Japan MNC
• Permanent job opportunity
• Great remuneration & benefits
• Great career progression
• 5 days work week, normal office working hour
• Location: Central

Responsibilities

• Serve as the primary point of contact for clients regarding service issues, conduct regular service review meetings, aligning client’s expectations and manage client satisfaction.
• Monitor and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), identify and lead service improvement initiatives (CSI).
• Managing and ensuring the operational processes of the service desk and operational teams, manage the service budget and resources, ensure compliance with ITIL or other relevant frameworks.
• Take ownership and oversee the escalation and resolution of critical or major incidents and complex problems to drive swift resolutions and post-incident review.
• Proactively identify gaps and inefficiencies in current service delivery processes and lead initiatives to implement improvements, often leveraging frameworks like ITIL.
• Conduct regular service review meetings with clients and internal stakeholders, presenting performance reports, discussing service improvements, and providing clear, timely updates during major incidents.
• Work with development and technical teams to ensure new services or changes are designed and transitioned into operation smoothly, without negatively impacting the existing service environment.
• Oversee and manage the performance of third-party vendors and suppliers who contribute to the delivery of the service, ensuring they meet their obligations.

Qualifications

• Experience: 3 to 5 years in IT service management (IT Infrastructure, cloud services), proven track record in a client-facing service delivery role.
• Skills: Strong understanding of IT service management principles (ITIL certification is often required), excellent leadership and people management skills, strong analytical and problem-solving abilities, exceptional communication, and presentation skills.
• Education: Bachelor's degree in a relevant Information Technology field.
• Desired Qualifications (Nice to Have): ITIL certification (Foundation or higher), experience with specific CRM or service management platforms (e.g., ServiceNow), project management experience.

How to apply

Interested applicants, please click on “Apply Now” or email to [e-mail] with provided your latest resume in MS WORD format with below information.

• Last drawn salary
• Expected salary
• Notice period
• Reason for leaving

We regret only shortlisted candidates will be notified.

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