IT Service Delivery Team Lead

Roles & Responsibilities

Company Overview

Evernet Systems Private Limited is a vibrant Managed Service Provider based in Singapore. We’ve been growing our business under the radar for 10 years, driven by our belief that all businesses we partner with, we implement a robust, secure and stable IT systems and network and manage it for them well.

With the recent advancements of technologies in the areas of AI, we decided to reimagine our business with AI as our differentiation and competitive advantage. We will use AI to augment human productivity and maximise human potential.

Our mission is to be the most valuable IT partner to our clients, delivering Managed IT, Secure IT, and AI-driven productivity solutions. We imagine a world where every organisation thrives on reliable, secure, innovative, and collaborative IT solutions. That’s the world we’re building—one client at a time.

So, we're not just offering jobs; we’re inviting you to be a part of a transformative journey. We're passionate, agile, and driven by a growth mindset, and we are ready to shape the future of Managed IT Services together.

Are you the right candidate? Read on to find out.

Our Culture

• Vibrant: Be part of a young, enthusiastic team dedicated to delivering reliable, secure and excellent Managed IT services that our clients rely on for their business.
• Growth-Focused: We believe in learning and growing together, and celebrating each team member’s contribution.
• Continuous Improvement: We thrive on discipline, accountability, and a commitment to 1% daily improvement to build the best team we could from individual talented people.
• Rewarding Environment: Your success is our success, and we reward the achievements of our team.

Our Core Values

Win-Win-Win or No Deal

❤️ Communicate Clearly with Empathy and Compassion

Behave like a Winner, Take Ownership and be Accountable

Growth Mindset with 1% Daily Improvement

Practice Zero Trust towards IT Security

Job Summary

The Service Delivery Team Lead plays a key role in fulfilling Evernet Systems' mission to be the most reliable IT service brand that delivers desired IT outcomes for our clients. This role is responsible for managing service operations, including daily support and projects, and building a capable team to meet business requirements. The Service Delivery Team Lead embodies our values of collaboration, innovation, and people-centric service excellence.

Responsibilities:

Team Leadership & Management:

• Lead, mentor, and manage the technical support team.
• Foster a culture of continuous learning, growth, and accountability.
• Conduct regular performance reviews and provide constructive feedback.

Service Delivery:

• Oversee daily support operations and ensure timely resolution of client issues.
• Manage project delivery from planning to execution, ensuring alignment with business goals.
• Develop and implement Standard Operating Procedures (SOPs) to improve service efficiency.

Technical Expertise & Guidance:

• Provide technical guidance and support to engineers.
• Ensure the team is well-equipped with the necessary tools and knowledge to handle technical challenges.
• Stay updated with industry trends and best practices to continually enhance service delivery.

Planning & Coordination:

• Develop and execute strategic plans for service delivery and team development.
• Coordinate with other departments to align service delivery with overall business objectives.
• Manage resource allocation and workload distribution to optimize team performance.
• Coordinate with outsourcing vendors to ensure seamless integration and service delivery.

Client Relationship Management:

• Act as the primary point of contact for clients regarding service delivery matters.
• Ensure high levels of client satisfaction through effective communication and service excellence.
• Address and resolve any client concerns or escalations promptly.

Which Technical Skills and Qualifications You Should Have:

• Education: Bachelor’s degree in Information Technology, Computer Science, Business Management, or a related field.
• Experience: Minimum of 5 years in a technical support or service delivery role. Proven experience leading a technical support team is preferred.
• Certifications: ITIL Foundation Certification or equivalent is a plus. Relevant technical certifications (e.g., CompTIA A+, Network+, Security+, etc.) are advantageous.
• Skills: Proficiency in developing and implementing SOPs, excellent planning and organizational skills, strong leadership qualities, technical expertise in IT support, and familiarity with ITSM tools and platforms.
• Soft Skills: Strong communication skills with empathy and compassion, patience, the ability to guide and mentor junior team members, ownership, and accountability.

The Kind of Person We Are Looking for:

• Reliable: Known for taking initiative in task management, delivering results on time, and being a dependable figure in the team.
• Problem Solver: Adept at not only resolving issues but also ensuring solutions are effective and prevent future occurrences.
• Effective Communicator: Capable of simplifying complex technical concepts into easily understandable language, both in conversation and in writing.
• Collaborative Team Member: Someone who excels in working with others, consistently aiming to achieve positive results for our clients, the company, and colleagues.
• Trustworthy: Demonstrates prudence and integrity in handling sensitive information and making informed decisions.
• Inclusive and Respectful: Committed to fostering a welcoming environment for individuals from diverse backgrounds, ensuring everyone feels valued and included.
• Keen on Learning: Always enthusiastic about acquiring new skills and knowledge to enhance job performance.
• Leadership Qualities: Strong leadership skills with the ability to mentor and guide team members effectively.
• Technical Expertise: Possesses strong technical knowledge to support and guide engineers in resolving complex technical issues.
• Vendor Coordination: Experience in coordinating with outsourcing vendors to ensure seamless service delivery and integration.

Who You'll Collaborate With:

In this pivotal role, you'll be the cornerstone of our client service operations, ensuring that cutting-edge IT solutions are delivered with precision and passion. As a Service Delivery Team Lead, you will work in unison with our clients, serving as the primary point of contact for all service-related needs and guaranteeing that solutions align seamlessly with their operational requirements. While your main focus will be on the meticulous execution of services, your role extends to overseeing the continuous delivery of exceptional support, maintaining the vitality and effectiveness of client service infrastructures.

Teamwork is the heartbeat of success, and you will form a tight alliance with Project Team Leads to navigate the complexities of service delivery, crafting a harmonious balance between client expectations and our strategic objectives. Your proactive engagement will be crucial in synchronizing efforts with the Sales Team to ensure service deliverables complement sales strategies and client objectives, nurturing a cohesive environment where sales and service grow hand-in-hand.

Additionally, you will coordinate with outsourcing vendors to ensure that external resources are integrated seamlessly and service delivery standards are upheld. Your role will involve evaluating vendor performance and maintaining strong relationships to support the overall service delivery strategy.

As the linchpin of client interactions, you will not only uphold but elevate the standards of our service commitments, actively participating in strategic planning sessions, performance reviews, and key client discussions. Your adeptness in client service management will empower you to contribute significantly to the development and refinement of service strategies, all while guiding your team towards achieving peak performance and operational excellence.

Who's Ideal For This Role:

This role is for you if...

• You have proven experience in leading a technical support team and thrive on managing both daily operations and projects.
• You excel at providing leadership and technical guidance to your team, and enjoy the challenge of ensuring seamless service delivery.
• You are skilled at developing and implementing SOPs, and can contribute to strategic planning and resource allocation.
• You are eager to apply your leadership and technical expertise to enhance team performance and client satisfaction.

This role is NOT for you if...

• You prefer to work in isolation, avoiding client interaction and team collaboration.
• You are not interested in developing your leadership skills or taking on new challenges that require stepping outside your comfort zone.
• You are reluctant to engage with clients or contribute to strategic planning and vendor coordination.
• Taking initiative, showing flexibility in your role, or accepting accountability for service delivery and project outcomes is not how you see your professional contributions.

Tell employers what skills you have

Service Management
Interpersonal Skills
Team Development
Service Brand
Information Technology
Service Level
Task Management
Project Management
ITIL
Project Delivery
Service Delivery
Utilization Review

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