Service Delivery Manager
6 days ago
5 day work week
Location : Buona Vista
Service Delivery Manager
Job Overview
The Service Delivery Manager plays a critical role in leading the service delivery team to provide high-quality IT services to support educational institutions and initiatives. This role ensures seamless service delivery, manages service level agreements (SLAs), and drives continuous improvement initiatives. The successful candidate will be required to travel within Singapore to support island-wide operations.
Point of escalation and accountability on overall governance of scope in contract and maintenance services.
Attend monthly Operational meeting with client to report on the agreed KPI and generated reports.
Key Responsibilities
1. Service Delivery Leadership: Lead the service delivery team, providing guidance, coaching, and development opportunities to ensure high-quality IT support and service delivery.
2. Service Level Management: Manage and monitor service level agreements (SLAs), ensuring adherence to agreed-upon service levels, and implementing corrective actions when necessary.
3. Incident and Problem Management: Oversee incident and problem management processes, ensuring timely and effective resolution of IT incidents and problems.
4. Continuous Improvement: Drive continuous improvement initiatives, analyzing service delivery metrics, identifying areas for improvement, and implementing changes to enhance service quality and efficiency.
5. Stakeholder Management: Collaborate with stakeholders, including educators, administrators, and vendors, to ensure effective communication, issue resolution, and service delivery.
6. Service Catalogue Management: Manage the service catalogue, ensuring that IT services are accurately documented, published, and communicated to stakeholders.
7. Budgeting and Cost Management: Manage the service delivery budget, ensuring cost-effective service delivery and optimizing resource utilization.
8. Island-wide Support: Travel to educational institutions and offices island-wide to provide on-site support, training, and guidance to staff and students.
Key Performance Indicators (KPIs)
- Service level agreement (SLA) adherence
- Incident and problem resolution rates
- Mean time to resolve (MTTR) and mean time between failures (MTBF)
- Customer satisfaction (CSAT) scores
- Service delivery cost and budget variance
Qualifications & Skills
- Degree in Computer Science, Information Technology, or a related field
- 5+ years of experience in IT service management, service delivery, or a related field
- Strong knowledge of ITIL frameworks and service management best practices
- Excellent leadership, communication, and interpersonal skills
- Ability to drive continuous improvement initiatives and manage change
- Willingness to travel island-wide to support operations
Working Requirements
- Ability to work in a fast-paced environment, prioritizing tasks and managing multiple requests
- Willingness to work outside regular office hours, if required
- Ability to travel island-wide, using own transportation or public transport
Tell employers what skills you haveCoaching
IT Service Management
Service Management
Interpersonal Skills
Cost Management
Information Technology
Service Level
Public Transport
Problem Management
Transportation
Service Level Management
Customer Satisfaction
ITIL
Stakeholder Management
Manage Change
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