IT Service Delivery Manager
- Singapore
- Permanent
- Full-time
- Maintain strong, collaborative client relationships and ensure high levels of service satisfaction.
- Lead the service delivery team, managing daily operations and service performance.
- Gather and act on client feedback to enhance service quality and efficiency.
- Ensure alignment of service delivery with business goals and customer expectations.
- Manage project financials, including P&L, forecasting, and reporting.
- Ensure adherence to budget while identifying cost-saving and growth opportunities.
- Support business development efforts within existing accounts.
- Lead and manage teams of 50+ members, including internal staff and third-party vendors.
- Mentor, guide, and support the development of team members.
- Provide input for performance reviews and identify areas for upskilling.
- Take ownership of incident management, ensuring timely resolution of major incidents.
- Maintain SLA compliance and proper documentation of incidents.
- Analyze incident trends, conduct root cause analysis, and implement preventive actions.
- Facilitate root cause analysis sessions to identify issues and drive long-term solutions.
- Maintain the known error database and monitor problem resolution progress.
- Track and report key problem management metrics.
- Deliver timely reports and updates to stakeholders and clients.
- Present weekly operational and incident reports.
- Participate in regular service reviews and incident debriefs.
- Minimum 10 years of experience in IT/project management, with at least 8 years managing large-scale teams or projects.
- Proven experience in service delivery and IT operations management.
- Strong background in P&L ownership, budgeting, and stakeholder management.
- Solid experience with incident and problem management.
- Excellent leadership, communication, and interpersonal skills.
- Strong analytical and time management abilities.
- Hands-on experience in Java or enterprise application development is a plus.
- Willing to work in a rotating 12-hour shift schedule (24/7 support environment).
- Only Singaporeans will be considered for this role.