Service Delivery Manager

Role Overview

Hitachi Sunway Information Systems is hiring a Service Delivery Manager in Singapore to oversee managed services delivery for assigned customers. The role centers on service quality, operational governance, technical oversight, and customer relationship management across infrastructure and cloud environments.

Service Delivery Management

• Take full accountability for end-to-end managed service delivery for assigned accounts, with a focus on meeting SLA and KPI targets.
• Set up and run incident, problem, change, and release management workflows in line with ITIL principles.
• Facilitate monthly or quarterly service review meetings with customers, covering service performance, improvement actions, and upcoming plans.

Project and Technical Oversight

• Supervise infrastructure, cloud, network, and security initiatives from the planning stage through deployment.
• Review solution architecture, implementation approach, change handling, and operational readiness to maintain quality and compliance.
• Control project scope, schedules, staffing, risk exposure, and customer expectations throughout delivery.
• Assist sales teams by evaluating proposals, statements of work, and delivery approaches.

Team Leadership

• Guide, coach, and develop engineers and technical staff.
• Assign work, balance resources, track team performance, and encourage professional development.
• Work with regional teams, suppliers, and external partners as needed.

Customer and Stakeholder Management

• Serve as the main contact for assigned customers, managing escalations, progress updates, and contract discussions.
• Improve customer satisfaction by gathering feedback and implementing corrective actions.
• Collaborate with sales and pre-sales teams to identify upselling and cross-selling opportunities in existing accounts.

Governance and Financial Management

• Ensure adherence to company policies, audit obligations, and security requirements.
• Track account and project profitability, resource use, and service expenses.
• Prepare regular operational and financial reports for management.

Requirements

• At least 8 years of experience in IT infrastructure or managed services, with a minimum of 3 years in a leadership or management capacity.
• Solid knowledge of infrastructure, cloud, networking, and security technologies such as Microsoft Azure, AWS, Windows Server, Hyper-V, backup systems, Fortigate Firewall, IPSec VPN, SD-WAN, Cisco Catalyst, and Meraki LAN.
• Strong abilities in customer handling, communication, and stakeholder coordination.
• Proven background in service delivery, project execution, and technical team management.
• Certifications like ITIL, PMP, Azure, AWS, Cisco, or Fortinet will be considered beneficial.
• Experience working in environments with multiple vendors, including HP, Lenovo, and Ingram Micro.
• Strong spoken and written English is required; Japanese language ability is a plus for communication with Japanese customers, partners, and stakeholders.

Additional Information

This is a full-time onsite role based in Singapore, Singapore. No salary, bonus, notice period, or opening count was provided in the source.