Service Delivery Manager

2 weeks ago

Singapore DATA CONNECT TECHNOLOGIES PTE. LTD. Full time

Key Responsibilities Service Delivery & Operations

  • Manage day-to-day IT service delivery in line with agreed SLAs, OLAs, and KPIs.
  • Manage and implement service delivery project management, coordinating internal resources and external resources, fixing reliability issues, and managing conflicts.
  • Oversee incident, problem, and change management processes based on ITIL best practices.
  • Drive root cause analysis (RCA) and implement corrective actions to prevent recurrence.
  • Ensure smooth transition of new projects and solutions into steady-state operations.
  • Point of Contact for quality of service and service performance provisioned to the customer and ensuring customer’s request and demand for growth are factored into capacity plans for associated systems (as applicable).
  • Maintains periodic operations (i.e. Daily Service Review (DSR), weekly, monthly) and service (i.e. monthly, quarterly) performance review with Operations and Service Delivery Teams (i.e. Engineering, CST and Call-center) respectively, and to resolve conflicts and issues.
  • Owns the overall Service Management provisioned to the customer (including Master Service Agreement, Contract Management, Vendor Management, and Reporting cadence)
  • Provides input to and pre-defines the items within the boundaries of existing vendor contract frameworks
  • Verifies that the contractually agreed performance with the vendor is delivered, and defines the improvement measures if required
  • Conducts regular reviews with vendors for renewals of contracts, to assess if those contracts are still relevant and to terminate contracts that are no longer needed
  • Works closely with the Sales to deepen customer relationships with a high level of customer satisfaction and identify new opportunities
  • Collaborates with all Technical Support Teams or vendors/partners to support and deliver daily operations / for project delivery
Client Relationship Management
  • Serve as the primary point of contact for clients on service delivery matters.
  • Build and maintain trusted relationships with CXOs, IT heads, and stakeholders.
  • Conduct regular service review meetings (monthly/quarterly) to track performance and improvements.
  • Identify opportunities for service enhancements, upselling, and cross-selling and co-ordinate with sales team to successfully close these opportunities.
Governance, Compliance & Risk
  • Ensure service delivery complies with ISO, ITIL, PDPA, CSA Cyber Trustmark, and other regulatory requirements.
  • Improves governance (i.e. policies, standards, guidelines) on successful delivery outcomes (e.g. industry compliances, service delivery frameworks, or playbooks) with the relevant internal domain expert team(s).
  • Maintain service governance frameworks and ensure audit readiness.
  • Improves governance (i.e. policies, standards, guidelines) on successful delivery outcomes (e.g. industry compliances, service delivery frameworks, or playbooks)
  • Proactively identify, assess, and mitigate operational and service risks.
Team Leadership & Vendor Management
  • Lead, coach, and mentor service delivery teams (support engineers, project managers, service desk).
  • Allocate and manage resources to meet client and business requirements.
  • Monitor and manage vendor and third-party service provider performance.
  • Foster a culture of collaboration, accountability, and continuous improvement.
Financial & Commercial Management
  • Manage service delivery budgets and ensure profitability of contracts.
  • Track and optimize costs for licenses, cloud subscriptions, and managed services.
  • Support sales and

  • Manager, IT Service Delivery, ETS

    2 weeks ago

    Singapore Delivery Hero Full time $80,000 - $120,000 per year

    Company Descriptionfoodpanda is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of...

  • Customer Service

    1 week ago

    Singapore L D S DELIVERY SERVICE Full time

    1 year exp **Roles & Responsibilities** **1) Customer Service** - Liaise with customers and the operation team. - communicate and arrange the jobs orders. - Upkeep and perform system regularly. **2) Administration** - computer literate. - Prepare debtors listing and send reminders for late payment. - Perform ad-hoc duties assigned by Supervisor. -...

  • Delivery Driver

    1 week ago

    Singapore ALI DELIVERY SERVICES PTE. LTD. Full time

    **Delivery Driver Job Description Template** We are looking for a reliable delivery driver who is concerned with customer satisfaction and transporting items in a safe, timely manner. The delivery driver will pick up and drop off items while adhering to assigned routes and time schedules. You should be willing to work as part of the delivery team in order...

  • Manager, Service Delivery

    2 weeks ago

    Singapore NCS National Council of Social Service Full time

    **[What the role is]** Oversee data and systems that enable the development and growth of effective services and initiatives that meet the needs of service users. **[What you will be working on]** Be part of a team that seeks to achieve better outcomes for persons who use social services so that these service users are empowered to live with dignity....

  • Area Manager

    2 weeks ago

    Singapore Delivery Hero Full time

    About the opportunity **About the job**: This role will be based in Singapore and will report to the Operations Manager. As an Area Manager, your role will be to maintain day-to-day fleet operations and maintain good recruitment procedures. **Must be available to work weekends and at different locations in Singapore. Hours may...

  • Service Delivery Manager

    2 weeks ago

    Singapore SINGAPORE TELECOMMUNICATIONS LIMITED Full time

    Service Delivery incorporates the end to end deliverables of the Service Contract delivered by Singtel Group (or it’s sub entities). This includes service governance, client engagement with Customers, and managing external and internal stakeholders’ expectations and deliverables outcome. The service delivery will also cover the growth of the account and...

  • Senior Manager, Product Analytics

    1 week ago

    Singapore Delivery Hero Full time $120,000 - $200,000 per year

    Company Description foodpanda is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.In July 2024, Delivery Hero SE merged three of...

  • Service Delivery Manager

    2 weeks ago

    Singapore DeClout Pte Ltd Full time

    **About us** EXEO Global Pte Ltd is the regional headquarters of Tokyo Stock Exchange listed EXEO Group, Inc in Japan, facilitating the operational and strategic management of overseas subsidiaries for the Group outside of Japan. Our primary business is in Managed IT services and the company currently has subsidiaries in the space of M&E engineering...

  • Service Delivery Manager

    2 weeks ago

    Singapore DATA CONNECT TECHNOLOGIES PTE. LTD. Full time

    Key Responsibilities Service Delivery & Operations Manage day-to-day IT service delivery in line with agreed SLAs, OLAs, and KPIs. Manage and implement service delivery project management, coordinating internal resources and external resources, fixing reliability issues, and managing conflicts. Oversee incident, problem, and change management processes...

  • Service Delivery Manager

    7 days ago

    Singapore PCCW SOLUTIONS INSYS PTE. LTD. Full time

    The ICT Service Delivery Manager (SDM) is responsible for overseeing the end-to-end delivery and management of IT services, ensuring SLAs, customer satisfaction, and operational efficiency. This role involves working closely with cross-functional teams, including Cloud Operations, DevOps, and Cybersecurity, to drive high standards in service delivery and...