Service Delivery Manager

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 account teams in contract renewals, scope changes, and pricing negotiations.

Continuous Improvement & Innovation

• Implement automation and AI/ML-based solutions to improve efficiency and reduce manual workloads.
• Utilize analytics and reporting to identify service trends and anticipate issues.
• Champion adoption of modern ITSM tools, DevOps, and best practices to elevate service quality.

Qualifications & Experience

• Diploma or Bachelor's degree in computer science, Information Systems, or related field.
• 5+ years of experience in IT service management, with at least 3 years in a Service Delivery Manager role.
• Strong knowledge of ITIL framework and experience with ISO/PDPA/compliance standards.
• Proven track record of managing client relationships at senior levels.
• Experience leading cross-functional teams and managing vendors/partners.
• Familiarity with cloud platforms (Azure, AWS), enterprise IT systems, and service management tools (ServiceNow, Jira, Managed Engine, Remedy, etc.).