IT Service Delivery Team Lead

**Company Overview**

Evernet Systems Private Limited is a vibrant Managed Service Provider based in Singapore. We’ve been growing our business under the radar for 10 years, driven by our belief that all businesses we partner with, we implement a robust, secure and stable IT systems and network and manage it for them well.

With the recent advancements of technologies in the areas of AI, we decided to reimagine our business with AI as our differentiation and competitive advantage. We will use AI to augment human productivity and maximise human potential.

Our mission is to be the most valuable IT partner to our clients, delivering Managed IT, Secure IT, and AI-driven productivity solutions. We imagine a world where every organisation thrives on reliable, secure, innovative, and collaborative IT solutions. That’s the world we’re building—one client at a time.

So, we're not just offering jobs; we’re inviting you to be a part of a transformative journey. We're passionate, agile, and driven by a growth mindset, and we are ready to shape the future of Managed IT Services together.

**Our Culture**
- **Vibrant**:Be part of a young, enthusiastic team dedicated to delivering reliable, secure and excellent Managed IT services that our clients rely on for their business.
- **Growth-Focused**:We believe in learning and growing together, and celebrating each team member’s contribution.
- **Continuous Improvement**:We thrive on discipline, accountability, and a commitment to 1% daily improvement to build the best team we could from individual talented people.
- **Rewarding Environment**:Your success is our success, and we reward the achievements of our team.

**Our Core Values**

Win-Win-Win or No Deal

❤️ Communicate Clearly with Empathy and Compassion

Behave like a Winner, Take Ownership and be Accountable

Growth Mindset with 1% Daily Improvement

Practice Zero Trust towards IT Security

**Job Summary**

The Service Delivery Team Lead plays a key role in fulfilling Evernet Systems' mission to be the most reliable IT service brand that delivers desired IT outcomes for our clients. This role is responsible for managing service operations, including daily support and projects, and building a capable team to meet business requirements. The Service Delivery Team Lead embodies our values of collaboration, innovation, and people-centric service excellence.

**Responsibilities**:
**Team Leadership & Management**:

- Lead, mentor, and manage the technical support team.
- Foster a culture of continuous learning, growth, and accountability.
- Conduct regular performance reviews and provide constructive feedback.

**Service Delivery**:

- Oversee daily support operations and ensure timely resolution of client issues.
- Manage project delivery from planning to execution, ensuring alignment with business goals.
- Develop and implement Standard Operating Procedures (SOPs) to improve service efficiency.

**Technical Expertise & Guidance**:

- Provide technical guidance and support to engineers.
- Ensure the team is well-equipped with the necessary tools and knowledge to handle technical challenges.
- Stay updated with industry trends and best practices to continually enhance service delivery.

**Planning & Coordination**:

- Develop and execute strategic plans for service delivery and team development.
- Coordinate with other departments to align service delivery with overall business objectives.
- Manage resource allocation and workload distribution to optimize team performance.
- Coordinate with outsourcing vendors to ensure seamless integration and service delivery.

**Client Relationship Management**:

- Act as the primary point of contact for clients regarding service delivery matters.
- Ensure high levels of client satisfaction through effective communication and service excellence.
- Address and resolve any client concerns or escalations promptly.

**Which Technical Skills and Qualifications You Should Have**:

- **Education**:Bachelor’s degree in Information Technology, Computer Science, Business Management, or a related field.
- **Experience**:Minimum of 5 years in a technical support or service delivery role. Proven experience leading a technical support team is preferred.
- **Certifications**:ITIL Foundation Certification or equivalent is a plus. Relevant technical certifications (e.g., CompTIA A+, Network+, Security+, etc.) are advantageous.
- **Skills**:Proficiency in developing and implementing SOPs, excellent planning and organizational skills, strong leadership qualities, technical expertise in IT support, and familiarity with ITSM tools and platforms.
- **Soft Skills**:Strong communication skills with empathy and compassion, patience, the ability to guide and mentor junior team members, ownership, and accountability.

**The Kind of Person We Are Looking for**:

- **Reliable**:Known for taking initiative in task management, delivering results on time, and being a dependable figure in the team.
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