Service Delivery Manager - D12 Balestier, Serangoon, Toa Payoh, SG

Roles & Responsibilities

The Service Delivery Manager (SDM) is responsible for overseeing the delivery of high-quality services to clients or internal stakeholders. This role ensures that service-level agreements (SLAs) are met, processes are followed, and customer satisfaction is achieved. The SDM acts as the primary point of contact between the service provider and the customer, coordinating resources, managing escalations, and driving continuous service improvement.

Key Responsibilities

• Ensure successful end-to-end delivery of services to customers within agreed SLAs and KPIs.
• Act as the primary escalation point for service-related issues and resolve them in a timely manner.
• Monitor service performance, prepare reports, and lead regular service review meetings with clients and internal teams.
• Collaborate with technical teams, project managers, and support staff to deliver seamless customer experiences.
• Identify areas for service improvement and implement best practices for operational excellence.
• Maintain and improve customer relationships by providing excellent customer service and managing expectations.
• Develop and implement service delivery policies, standards, and procedures.
• Manage and coordinate change management activities and ensure minimal disruption to services.
• Forecast resource needs and coordinate workforce planning for service delivery.
• Ensure compliance with company policies, industry standards, and regulatory requirements.

Required Qualifications

Preferred Qualifications

Tell employers what skills you have

Resilience

Managed Services

Leadership

Operational Excellence

Analytical thinking

Change Management

Outsourcing

Workforce Planning

Customer Relationships

Information Technology

Conflict Resolution Skills

IT Operations

Adaptability

Project Management

PMP

Team Management

Customer Satisfaction

ITIL

ServiceNow

Service Delivery