Service Delivery Manager – Day 2 Managed ServicesEnsign Infosecurity • Singapore, Singapore, Singapore
Service Delivery Manager – Day 2 Managed Services
Ensign Infosecurity • Singapore, Singapore, Singapore
20 days ago
Job descriptionManage end-to-end delivery of Day 2 managed services, ensuring SLA adherence and consistent service quality. Oversee incident escalations, coordinate root cause analysis (RCA), and ensure effective resolution and preventive measures. Lead change management processes, ensuring service readiness for updates, enhancements, and transformation initiatives. Maintain service documentation, not limited to playbooks, runbooks, and workflows. Monitor service delivery KPIs, identify risks and bottlenecks, and implement corrective actions. Drive continual service improvement (CSI) through data‑driven analysis, process optimization and automation, and adoption of emerging technologies. Partner with governance, security, and operations teams to ensure regulatory compliance and alignment with industry standards (e.g., ISO27001, ISO9001). Lead cross-functional teams of engineers, service managers, and specialists to ensure smooth delivery. Manage vendor relationships, ensuring performance standards are met and collaboration is effective. Contribute to resource planning and cost optimisation to support business objectives. Experience : 7+ years in IT service delivery, managed services, or IT operations, with 5+ years in a client‑facing role. Leadership & Governance : Proven ability to manage diverse teams, vendors, and clients across complex environments. Service Management Expertise : Strong understanding of IT frameworks, SLA governance, change management, and CSI practices. Technical Awareness : Familiarity with IT operations, cybersecurity, cloud, and infrastructure environments. Certifications : ITIL Foundation (V3 / V4), PMP or equivalent project / service management certifications strongly preferred.
Overview
An experienced Service Delivery Manager to oversee the end-to-end delivery and performance of Day 2 managed services. Acting as the primary point of contact for clients, this role ensures alignment with SLAs, operational standards, and customer expectations while driving continuous service improvement. The Service Delivery Manager will bridge technical teams, business stakeholders, and clients — combining operational governance, strategic leadership, and customer engagement to deliver resilient and value-driven services.
Key Responsibilities
Client & Stakeholder Management
- Serve as the main liaison between clients, service delivery teams, and internal stakeholders.
- Conduct regular service reviews, communicate performance results, and build strong client relationships to ensure satisfaction and retention.
- Support contract compliance, renewal discussions, and commercial alignment of delivery with business outcomes.
Service Delivery & Governance
Performance Monitoring & Improvement
Leadership & Resource Management
Qualifications
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Service Delivery Manager • Singapore, Singapore, Singapore
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