Service Delivery Manager

1 week ago

Novena, Singapore Jobline Resources Pte Ltd Full time

**Responsibilities**:

- Leading a team of resources to deliver technology projects on time and within budget for the domain and geography for which they have responsibility
- Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence within specific service level agreement
- Working with their teams to determine necessary activities to successfully deliver projects throughout the given service line or function
- Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution
- Understanding the pipeline of demand and work with the Resource Planners to ensure an appropriate supply of resources
- Responsible for financial management and reporting and optimizing processes
- Juggling multiple and conflicting priorities in a timely and sensitive way, with full transparency to the management team
- Managing and leading complex stakeholders towards optimal solutions while helping them understand resource constraints and prioritization
- Holding the teams to the highest standards, project discipline and accountability
- Continuously improving the technical delivery model and strategy, implementing and managing delivery with the associated teams
- Ensuring compliance with the government infrastructure standards for applicable Service Area
- Coordinating the efforts of internal stakeholders and Service Providers to support the change management process
- Working collaboratively with internal stakeholders (other IT areas, business units, etc.) to develop and design system and infrastructure requirements to meet business needs for applicable Service Areas

**Requirements**:

- Degree in Computer Science and/or a business related degree; or equivalent work experience
- 5+ years of business development, project delivery and client relationship management in a technology environment
- Strong customer orientation and able to manage customer expectations
- Experience managing external vendors, commercial negotiations
- Good financial and people leadership skills
- Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
- Comfortable working in a matrixed organisation with excellent communication and networking skills - able to effectively manage and influence senior leaders as well as a broad range of stakeholder
- Ability to manage risk, and encourage strategic risk management based delivery in others to manage expectations and communicate effectively
- Strong collaboration skills to build teams across business boundaries
- Drives operational improvements and efficiencies through the creation and implementation of rigorous process and controls, acts as a gatekeeper for quality
- Certifications in Project Management, Business Analysis and Project Assurance would be beneficial to performing this role
- Familiarity with ITIL would be advantageous *- Standby/recall duties required

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