IT Service Delivery Manager

**Position**:Service Delivery Manager

**Company**: Evernet Systems Private Limited

**Company Overview**

Evernet Systems Private Limited is a Managed Service Provider headquartered in Singapore. Founded 10 years ago, we believe in a world where every organisation is empowered by seamless and fully managed IT.

We're on a mission to be the most reliable IT service brand for our Clients.

Imagine a world where every organization is empowered by seamless and fully managed IT that empowers innovation, productivity, and collaboration. That's the world we're building, one client at a time.

We're in the midst of transformation, putting people—our most valuable asset—at the forefront. We're not just offering jobs; we're looking for bold and talented team players who are agile, have a growth mindset, and would like to work with us to shape the future of Managed IT Services.

Join us in our journey of change, growth and scale.

Together, we will shape the future of Managed IT Services that shall empower our clients to achieve their desired business outcomes.

**Company Culture**

We are a young team, passionate, hungry, driven, and dedicated to excelling in providing Managed IT services that empower our clients to operate their businesses more effectively and efficiently.

Currently, we are in an expansion phase and we have decided that we want to focus on collective learning and growth and celebrate each member’s contribution. We believe in instilling discipline, and accountability and that 1% daily improvement is critical to our success so that we can reward ourselves for the organization’s success.

**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 Manager plays a key role in fulfilling Evernet Systems' mission to be the most reliable IT service brand that delivers our clients desired IT outcomes.

This role is responsible for ensuring that our client's IT businesses are operational, reliable and secure 24x7 while also managing key IT projects. The SDM will embody our values of collaboration, innovation, and people-centric service excellence.

**Service Management Responsibilities (Primary)**:

- SLA Management: Ensure that service level agreements are met in line with our commitment to keep our client's businesses operational 24x7.
- Service Team Performance Monitoring: Conduct oversight of key performance metrics to gauge the current performance status of the service team, identify any potential risks that could impact service delivery for the day and take preemptive action.
- Client Escalation Point: Serve as the final point of escalation for client issues, embodying our role as a collaborative IT business partner.
- Client Retention: Review, analyze and develop strategies to retain clients, based on feedback and performance metrics.
- Monthly Client Reporting: Ensure monthly executive summary reports have been delivered to clients, be prepared to address any questions or comments they may have, clarify any concerns, and gather client feedback.
- Quarterly Business Reviews (QBRs) with Client: Compile and present relevant performance metrics to the client, focusing on aligning past service delivery with client objectives and collaboratively planning for future service improvements.

**Project Management Responsibilities (Secondary)**:

- Project Monitoring and Management: Engage in project planning and communication activities to define schedules, allocate resources, and set key milestones. Monitor the progress of ongoing projects, providing clear and concise status updates to all stakeholders.
- Resource Allocation: Strategically allocate resources to ensure operational readiness and project success.
- Project Progress Updates: Offer comprehensive updates on project milestones, status, resolving blockers, and focusing on delivering project goals and outcomes on time and on budget.
- Project Review: Evaluate ongoing and completed projects, ensuring delivery on time and within budget with the allocated resources.

**General Responsibilities**:

- Team Management: Provide guidance to teams and Project Team Leads, helping to identify and overcome roadblocks in service and project delivery, setting objectives, and reviewing key performance indicators.
- Daily Huddle Meeting with Team: Host meetings to boost team cohesion, clarify tasks, align the team with strategic goals, and set the day's or week's priorities.
- Team Development: Identify and plan training needs, placing competent talent at the heart of our organization.
- Team Performance and Utilization Review: Lead comprehensive reviews of team performance metrics and OKRs, evaluate individual and collective achievements, and use this data for improvement and capacity planning.
- Key Client Check-In: Maintain regular communication