IT Service Delivery Manager

6 days ago

North Region, Singapore IDEMIA Public Security Full time $80,000 - $240,000 per year

This role maximizes customer satisfaction and IDEMIAs business value by ensuring solutions run in accordance with customers' contracts and by ensuring scalable maintenance of the solutions.

  • Defines maintenance strategies in accordance with customer requirements (spare parts management, software updates, support team organization) and associated quotes
  • Monitors customer service KPIs and maintenance budget, and drives associated action plans
  • Manages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers)
  • Ensures adequate communication with customer and internal stakeholders through meetings and reporting
  • Proposes improvements to maintenance strategy throughout the life of the contract
  • Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
  • Understands technical specification and client requirements, and solution architecture
  • Defines strategy and manages maintenance activities for simple solutions
  • Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer
  • Prepares and communicates Supports Activities Reports
  • Presents results to customer

Requirements:

  • Minimum 5-8 years of experience in service delivery, technical support, or customer operations roles
  • Strong communication and coordination skills, able to interact with internal teams and clients confidently
  • Basic understanding of system maintenance processes (e.g. updates, issue handling, spare parts planning)
  • Ability to work with support engineers, track service KPIs, and follow up on action plans
  • Able to handle urgent or critical client issues with guidance from senior peers
  • Proficient in using MS Office and service tools (e.g. ticketing systems, reporting tools)

Nice-to-Have:

  • Experience working with government or enterprise clients
  • Exposure to biometric, identity, or security technology solutions
  • Familiar with crisis management or escalations
  • Able to understand basic technical documentation or solution architecture (no need to be hands-on)

Other Info:

  • This is an on-site position (based in Singapore), with limited flexibility for WFH only in exceptional cases

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