IT Service Delivery Manager

Role Overview

We are looking for a seasoned IT Service Delivery Manager to own the delivery of IT services end to end in Singapore. This onsite role is open to Singapore citizens and permanent residents, and it sits at Manager to Senior Manager level. The selected professional will drive operational excellence across several technology areas while managing senior stakeholders, including executive leadership.

Core Responsibilities

The role focuses on keeping service operations stable, accountable, and continuously improving across infrastructure, end-user support, applications, networks, cloud, and security. You will also work closely with business and IT leaders to ensure service expectations are met and exceeded.

• Direct daily IT service delivery activities across infrastructure, end-user services, applications, networks, cloud, and security.
• Make sure service targets, operating level agreements, key performance indicators, and ITIL standards are consistently followed.
• Manage incident, problem, and change workflows with an emphasis on reliability, service quality, and ongoing improvement.
• Monitor vendor delivery and confirm that contractual obligations are being met.
• Act as the main contact for senior management on all matters related to service delivery.
• Prepare and present executive updates, dashboard reviews, and service performance reports.
• Run governance forums and service review meetings with senior business and IT stakeholders.
• Handle challenging stakeholder expectations and escalations with maturity, clarity, and confidence.
• Guide and support onshore and offshore delivery teams so their work stays aligned with organizational objectives.
• Coordinate cross-functional teams during major incident resolution and service enhancement efforts.
• Encourage ownership, collaboration, and disciplined process execution within the team.
• Spot service performance issues and put corrective as well as preventive actions in place.
• Design and implement service improvement plans, automation ideas, and operational efficiency initiatives.
• Support IT transformation, technology modernization, and process redesign programs.

Requirements

This position calls for strong service management experience, excellent communication skills, and the ability to operate confidently in a complex enterprise environment with senior-level stakeholders.

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.
• 8 to 12 years of progressive IT experience, with at least 5 years in IT service delivery or IT operations management.
• Strong background in working with senior management and C-suite stakeholders.
• ITIL Foundation certification is mandatory; intermediate or expert-level certification is an advantage.
• Hands-on experience with service management platforms such as ServiceNow, Jira, or BMC Remedy.
• Strong analytical ability, planning skills, and communication capabilities.
• Proven experience leading global teams and working in multi-vendor setups.

Preferred Background

• Exposure to telecom, ISP, cloud, enterprise infrastructure, or managed services environments.
• Working knowledge of modern workplace technologies such as M365, Azure AD, endpoint management, and collaboration tools.
• Familiarity with enterprise networking, cybersecurity operations, and cloud service delivery.
• PMP, Lean Six Sigma, or an equivalent certification is preferred.

Additional Information

This is a full-time onsite position based in Singapore. The role is intended for Singapore citizens or permanent residents. Experience level: Manager / Senior Manager.