Service Delivery Manager

2 weeks ago

Singapur, Singapore Toku Full time

Responsibilities

  • Collaborate with commercial, project, and product teams to understand client business operations, infrastructure design, and environmental setup.
  • Develop and propose tailored action plans to meet and exceed client-specific service level requirements.
  • Ticket Management and Service Level Monitoring
  • Monitor, manage, and resolve tickets and escalations across internal and external stakeholders.
  • Conduct regular client meetings to address issues and ensure service expectations are met.
  • Track, report, and ensure consistent achievement of agreed service level metrics.
  • Service Improvement and Documentation
  • Perform trend analysis to identify recurring issues and opportunities for improvement.
  • Recommend and implement corrective and preventive actions.
  • Develop, own, and drive service improvement plans to enhance service delivery.
  • Maintain and update the Service Management Plan, ensuring knowledge base articles remain relevant and current.
  • Service Delivery Reviews and Meetings
  • Conduct periodic steering committees, incident reviews, and problem management reviews.
  • Lead regular service delivery reviews to assess performance, identify risks, and evaluate client satisfaction.
  • Produce and present monthly service performance reports to clients and internal stakeholders.
Qualifications
  • Possess a minimum of five (5) years of relevant experience in managing service levels of government projects or projects of similar scale.
  • Proven track record as a Service Delivery Manager (SDM) or Project Manager for IT solution implementations.
  • Deep understanding of service management principles, frameworks (e.g., ITIL), and best practices, including Incident Management, Change Management, Problem Management, and Release Management.
  • Strong interpersonal and communication skills, with the ability to build and maintain stakeholder relationships, manage expectations, and ensure satisfaction.
  • Solid project management skills, with the ability to plan, organize, and coordinate multiple initiatives, resources, and deliverables simultaneously.
  • Skilled in analyzing complex situations, identifying problems, determining root causes, and proposing effective solutions.
  • Critical thinker with the ability to make sound decisions under pressure to address service- or solution-related challenges.
  • Continuous improvement mindset with the ability to proactively identify areas for process enhancement, implement changes, and drive efficiency.
  • Must be Singaporean or PR
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