Service Delivery Manager

Service Delivery Manager

Date Posted: October 31, 2018 Location: Singapore


  • Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
  • Maintain high performing service support functions including and IT Service Desk, Desktop Support and VIP Support
  • Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Drive internal and third party service review meetings covering performance, service improvements, quality and processes Meeting Support
  • Lead the team to continuous service improvement programme
  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
  • Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
  • Provide regular and accurate management reporting
  • Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment


  • Must have at least 10 years’ experience in Service Delivery
  • Minimum ITIL foundation certified
  • Excellent leadership and people management skills
  • Excellent written and verbal communication skills
  • Willingness to support and mentor junior staff
  • Excellent customer facing/customer service skills
  • Able to work under pressure and meet deadlines
  • Able to demonstrate a high degree of flexibility including out of hours working
  • Excellent organisational skills
  • Self-motivation and able to take responsibility
  • Able to manage and prioritise and tasks and time efficiently
  • Able to demonstrate initiative and a proactive approach to daily tasks
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