Service Delivery Manager

4 weeks ago


Singapore SINGAPORE UNIVERSITY OF SOCIAL SCIENCES Full time
Roles & Responsibilities

About the job

The Service Delivery Manager at SUSS plays a pivotal role in ensuring the seamless delivery of IT services to our faculty, staff, and students. You will be responsible for overseeing the entire service delivery lifecycle, from planning and design to implementation and support. You will be a strategic thinker and a hands-on leader, driving continuous improvement and exceeding service expectations.


Key Responsibilities:
  • Develop and implement IT service strategies and policies aligned with SUSS's overall business objectives.
  • Design, build, and manage high-quality IT services that meet the needs of the university community.
  • Oversee the implementation of service level agreements (SLAs) and ensure service delivery meets agreed-upon metrics.
  • Monitor and manage service performance, identifying and resolving service issues proactively.
  • Continuously improve service delivery processes through automation, standardisation, and best practices.
  • Lead and motivate a team of IT professionals, including service desk analysts, field engineers, and technical specialists.
  • Foster a collaborative and results-oriented team environment.
  • Ensure effective communication and collaboration between the service delivery team and other departments.
  • Build strong relationships with internal stakeholders (faculty, staff, students) to understand their needs and pain points.
  • Proactively communicate service updates, outages, and resolutions to stakeholders.
  • Manage escalations and ensure timely resolution of critical issues.
  • Possess a strong understanding of IT service delivery best practices and frameworks (ITIL, ITSM).
  • Stay up to date on the latest IT trends and technologies relevant to service delivery.
  • Evaluate and recommend new technologies and solutions to improve service efficiency and effectiveness.

Job Requirements:

  • Bachelor’s degree in computer science, Information Technology, or a related field.
  • Minimum of 5 years of experience in IT service delivery or management.
  • Proven track record of success in leading and motivating IT teams.
  • Strong understanding of IT service management principles and frameworks (ITIL, ITSM preferred).
  • Excellent communication, interpersonal, and problem-solving skills.
  • Ability to work independently and prioritise multiple tasks in a fast-paced environment.
  • Demonstrated commitment to continuous learning and professional development.
  • Experience with cloud-based service delivery solutions.
  • Project management experience.
  • Strong analytical and reporting skills.
  • Certifications in IT service management (e.g., ITIL certifications).

Tell employers what skills you have

Technical Specialists
IT Service Management
Change Management
Ability To Work Independently
Service Management
Interpersonal Skills
Information Technology
Service Level
Project Management
Service Desk
Customer Satisfaction
ITIL
Delivery Management
Incident Management
Service Delivery
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