Overview

• Salary

  5,000 SGD ~ 5,800 SGD

• Industry

  IT/Telecommunications

• Job Description

  Our client, a leading IT company, is seeking a Service Delivery Manager (SDM)—a dedicated client-facing role responsible for ensuring contracted IT or managed services are delivered effectively and efficiently.
  
  The SDM owns the client relationship, ensures service quality and performance by monitoring Service Level Agreements (SLAs), manages operational processes, leads service improvement initiatives, and acts as the main point of escalation to maintain high levels of client satisfaction and retention.
  
  【 Responsibilities 】
  - Serve as the primary point of contact for clients regarding service issues, conduct regular service review meetings, align client expectations, and manage client satisfaction.
  - Monitor and report on SLAs and Key Performance Indicators (KPIs); identify and lead continuous service improvement initiatives (CSI).
  - Manage operational processes of the service desk and operational teams; oversee service budgets and resources, ensuring compliance with ITIL or other relevant frameworks.
  - Take ownership of critical or major incidents and complex problems, ensuring swift resolution and conducting post-incident reviews.
  - Proactively identify gaps or inefficiencies in service delivery processes and lead improvement initiatives, leveraging frameworks like ITIL.
  - Conduct regular service review meetings with clients and internal stakeholders, present performance reports, discuss service improvements, and provide timely updates during major incidents.
  - Collaborate with development and technical teams to ensure smooth transition of new services or changes without negatively impacting existing operations.
  - Oversee and manage third-party vendors and suppliers contributing to service delivery, ensuring contractual obligations are met.