We are seeking an experienced IT Service Delivery Manager to lead end-to-end service delivery operations, foster strong client relationships, and uphold service excellence in a high-demand 24/7 environment. This role involves managing teams, overseeing budgets, resolving critical incidents, and driving continuous improvement.
Job Type: Permanent position with our client, a leading global IT services and solutions provider.
Key Responsibilities:
Client & Service Management
- 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.
Project & Financial Management
- 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.
Team Leadership
- 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.
Operations & Incident Management
- 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.
Problem Management
- 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.
Reporting & Communication
- Deliver timely reports and updates to stakeholders and clients.
- Present weekly operational and incident reports.
- Participate in regular service reviews and incident debriefs.
Requirements
- 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.
If you are interested in this opportunity, please submit your application. We will review your qualifications and contact shortlisted candidates for the next steps in the selection process.
Please note that only shortlisted candidates will be contacted. If you do not hear from us within 14 days, we regret to inform you that your application was not successful on this occasion.
Morgan Mckinley Pte Ltd
Name: Kanya Kothandaraman
EA Licence No: 11C5502
Registration No: EAP Registration No: R1331365
