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Service Delivery Manager (Front Office Solutions)

Service Delivery Manager (Front Office Solutions)

FairPrice GroupSingapore, Pedra Branca, Singapore
16 days ago
Job description

Overview

FairPrice Group is seeking a proactive and experienced S ervice Delivery Manager to lead the end-to-end service delivery across all front office functions, with a key focus on transitioning a portfolio of in-house and outsourced applications into a managed services model. This role requires strong stakeholder management, a structured approach to vendor governance, and a keen eye for continuous improvement in service performance and customer satisfaction.

1. Key Responsibilities

Application Transition & Managed Service Enablement

  • Lead the structured transition of existing applications (both in-house and outsourced) into a managed service operating model.
  • Collaborate with internal engineering and product teams to define transition plans, timelines, SLAs, and KPIs.
  • Ensure seamless knowledge transfer, documentation handover, and risk-managed cutovers to managed service providers.
  • Establish accountability frameworks to monitor vendor performance, incident resolution, and service quality.

End-to-end Service Delivery Management :

  • Own the service delivery lifecycle across all front office applications, ensuring minimal disruption and high service uptime.
  • Act as the escalation point for major incidents, lead cross-functional war rooms, and drive problem management with permanent solutions.
  • Monitor SLA and performance metrics across support tiers (L1–L3), identifying and implementing improvement opportunities.
  • Develop and publish regular service performance reports and insights
  • Work closely with internal stakeholders across technology, product, and business to understand support expectations and service needs
  • Manage relationships with external vendors and AMS partners, ensuring compliance with contracts, SLAs, and agreed quality benchmarks

    • Process, Policy & Governance

  • Define and implement service management policies, including incident, change, and problem management processes aligned with ITIL best practices.
  • Champion governance across service delivery, ensuring traceability, auditability, and continuous improvement of operations.
  • Create and maintain service playbooks, SOPs, knowledge base articles, and support documentation.

    • 2. Skills and Competencies

  • Excellent interpersonal and leadership skills; able to influence without authority.
  • Analytical and data-driven; strong command of reporting and service metrics.
  • Comfortable working in a cross-functional, fast-paced environment.
  • Strong documentation, training, and operational process design skills.
  • Problem-solving : Strong analytical, decision-making and conflict resolution skills

    • 3. Job Requirements

  • Minimum 8–10 years of experience in IT Service Management or Application Support roles
  • Proven experience in transitioning to or operating within a managed services environment
  • Strong understanding of ITIL framework (ITIL v4 Foundation certified preferred)
  • Demonstrated success in managing L1–L3 support operations, vendor performance, and customer satisfaction
  • Prior experience supporting enterprise applications is advantageous
  • Experience in crisis and incident management, with excellent stakeholder communication under pressure

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    Service Delivery Manager • Singapore, Pedra Branca, Singapore