Service Delivery Manager - Islandwide, SG

Roles & Responsibilities

Key Responsibilities

Service Delivery & Operations

• Manage day-to-day IT service delivery in line with agreed SLAs, OLAs, and KPIs.
• Manage and implement service delivery project management, coordinating internal resources and external resources, fixing reliability issues, and managing conflicts.
• Oversee incident, problem, and change management processes based on ITIL best practices.
• Drive root cause analysis (RCA) and implement corrective actions to prevent recurrence.
• Ensure smooth transition of new projects and solutions into steady-state operations.
• Point of Contact for quality of service and service performance provisioned to the customer and ensuring customer’s request and demand for growth are factored into capacity plans for associated systems (as applicable).
• Maintains periodic operations (i.e. Daily Service Review [DSR], weekly, monthly) and service (i.e. monthly, quarterly) performance review with Operations and Service Delivery Teams (i.e. Engineering, CST and Call-center) respectively, and to resolve conflicts and issues.
• Owns the overall Service Management provisioned to the customer (including Master Service Agreement, Contract Management, Vendor Management, and Reporting cadence)
• Provides input to and pre-defines the items within the boundaries of existing vendor contract frameworks
• Verifies that the contractually agreed performance with the vendor is delivered, and defines the improvement measures if required
• Conducts regular reviews with vendors for renewals of contracts, to assess if those contracts are still relevant and to terminate contracts that are no longer needed
• Works closely with the Sales to deepen customer relationships with a high level of customer satisfaction and identify new opportunities
• Collaborates with all Technical Support Teams or vendors / partners to support and deliver daily operations / for project delivery

Client Relationship Management

Governance, Compliance & Risk

Team Leadership & Vendor Management

Financial & Commercial Management

Continuous Improvement & Innovation

Qualifications & Experience

Tell employers what skills you have

Account Management

Interpersonal Skill

Service Management

Tracking Systems

Customer Relationships

Relationship Management

PMO

Project Management

Customer Satisfaction

ITIL

Delivery Management

Incident Management

Service Delivery