Service Delivery Manager

2 weeks ago

Singapore BLACK BOX NETWORK SERVICES SINGAPORE PTE LTD Full time

**Job Summary**:
The Service Delivery Manager (SDM) will lead and oversee end-to-end service delivery of data center operations and structured cabling infrastructure for a leading banking client. The SDM will ensure service excellence, SLA adherence, proactive issue resolution, and continuous service improvement across critical environments while managing vendor relationships, compliance, and change control.

**Key Responsibilities**:
**Service Management & Operations**
- Manage day-to-day delivery of data center and cabling services to ensure SLAs, KPIs, and compliance requirements are met.
- Oversee all physical infrastructure activities including cabling installation, rack & stack, equipment decommissioning, and structured cabling standards.
- Coordinate with banking customer’s IT and facilities teams for scheduling, approvals, and project alignment.
- Lead incident, problem, and change management processes with focus on root cause analysis and preventative actions.
- Maintain up-to-date documentation including site audits, cabling schematics, and work orders.

**Client and Stakeholder Management**
- Serve as the primary point of contact for the bank’s service delivery-related issues and escalations.
- Provide regular service reviews, performance reports, and improvement plans to customer stakeholders.
- Build trusted relationships with the customer and act as their advocate within the service provider organization.

**Team & Vendor Management**
- Lead a team of technicians, engineers, and third-party vendors to deliver structured cabling and data center services.
- Oversee technician scheduling, resource allocation, and onboarding to meet business demands.
- Conduct vendor performance evaluations and ensure adherence to contractual obligations and standards.

**Compliance & Risk Management**
- Ensure all activities comply with banking regulations, data center policies, and safety standards.
- Manage access control, documentation, and audit readiness for all physical infrastructure work.
- Support business continuity and disaster recovery planning and testing related to physical infrastructure.

**Continuous Improvement**
- Identify and implement service improvement initiatives (CSIs) to optimize cost, quality, and delivery timelines.
- Participate in capacity planning, asset lifecycle management, and infrastructure upgrade discussions.

**Qualifications & Requirements**:

- Bachelor’s degree in Information Technology, Engineering, or related field.
- Minimum 8 years of experience in service delivery or operations management within data center or cabling environments.
- Strong experience managing enterprise customers, ideally in the financial or banking sector.
- Solid understanding of data center operations, structured cabling standards (TIA/EIA, ISO), and ITIL framework.
- Project management experience (PMP, PRINCE2 is a plus).
- ITIL Foundation certification preferred.
- Excellent communication, stakeholder management, and problem-solving skills.

**Key Skills**:

- Data center infrastructure management (DCIM)
- Structured cabling systems (fiber, copper, patch panels)
- SLA and performance management
- Change and incident management
- Vendor coordination and supervision
- Risk and compliance awareness in regulated environments
- Customer-centric mindset

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