As a Service Delivery Manager, you will oversee the day-to-day support activities to ensure smooth IT operations in the customer’s environment. You will lead the support team to meet contracted customer requirements and Service Level Agreements (SLAs). Your responsibilities will include coordinating with various stakeholders including customer IT team, vendors, application teams and product principals. You will guide and mentor team members as a people manager and fully responsible for the team performance. You will upsell to the customer for more business and be tasked to manage ad-hoc enhancement/technology refresh projects.
You will
Service Delivery
- Serve as the primary escalation point for customer in related to incident and support matters.
- Ensure the support teams are meeting SLA requirements for incident support and Service Request fulfilment.
- Ensure the support teams are performing daily BAU support such as health checks, capacity reviews as defined in Standard Operating Procedures (SOPs)
- Ensure the support teams are performing upgrade and patches in accordance with the change management process.
- Ensure the managed infrastructure are meeting security and audit compliance standards.
- Conduct regular service reviews to maintain alignment with customer expectations, including SLAs and Key Performance Indicators (KPIs).
Project Management
- Ensure on time, on budget and on scope deliver of project deliverables and milestones.
- Collaborate with support teams and customers to review and execute implementation plans.
- Escalate critical project issues, scope changes to the Program Director or Service Delivery Director (SDD).
- Monitor and report the overall health of the project, identifying and addressing potential risks or challenges.
Customer and Vendor Management
- Collaborate with third-party vendors, customer technical teams, and interfacing application leaders to ensure seamless Business-As-Usual (BAU) support operations.
- Provide regular updates to customers through timely service delivery reports (weekly/monthly as required).
- Proactively identify opportunities for service expansion or improvement and work with Account Managers to capitalize on them.
- Participate in pre-sales activities and submit accurate monthly billing requests to facilitate client invoicing.
Team Management
- Delegate tasks effectively, ensuring clarity in instructions and alignment with team goals.
- Plan, track, and monitor tasks assigned to team leaders and members.
- Provide leadership, coaching, and developmental feedback to enhance team performance.
- Drive team performance improvement through ongoing mentoring and performance management initiatives.
You Bring
Required Skills and Competencies
- Strong technical knowledge on-premises IT infrastructure - Wintel, Unix/Linux, Cisco network devices, Wireless AP, Checkpoint/Palo Alto firewalls.
- AWS Cloud and Azure certification will have advantage.
- ITIL V3/V4 Certification is a requirement.
- PMP/CITPM Certification is preferred.
- Good experience with SLA reporting, driving Service Improvement Plan (SIP).
- Experience in managing GovTech and government agency customer is preferred.
- Effective communication and stakeholder management skills.
- At least 3 years working experience in leading IT infrastructure teams.
As a Service Delivery Manager, you will oversee the day-to-day support activities to ensure smooth IT operations in the customer’s environment. You will lead the support team to meet contracted customer requirements and Service Level Agreements (SLAs). Your responsibilities will include coordinating with various stakeholders including customer IT team, vendors, application teams and product principals. You will guide and mentor team members as a people manager and fully responsible for the team performance. You will upsell to the customer for more business and be tasked to manage ad-hoc enhancement/technology refresh projects.
You will
Service Delivery
- Serve as the primary escalation point for customer in related to incident and support matters.
- Ensure the support teams are meeting SLA requirements for incident support and Service Request fulfilment.
- Ensure the support teams are performing daily BAU support such as health checks, capacity reviews as defined in Standard Operating Procedures (SOPs)
- Ensure the support teams are performing upgrade and patches in accordance with the change management process.
- Ensure the managed infrastructure are meeting security and audit compliance standards.
- Conduct regular service reviews to maintain alignment with customer expectations, including SLAs and Key Performance Indicators (KPIs).
Project Management
- Ensure on time, on budget and on scope deliver of project deliverables and milestones.
- Collaborate with support teams and customers to review and execute implementation plans.
- Escalate critical project issues, scope changes to the Program Director or Service Delivery Director (SDD).
- Monitor and report the overall health of the project, identifying and addressing potential risks or challenges.
Customer and Vendor Management
- Collaborate with third-party vendors, customer technical teams, and interfacing application leaders to ensure seamless Business-As-Usual (BAU) support operations.
- Provide regular updates to customers through timely service delivery reports (weekly/monthly as required).
- Proactively identify opportunities for service expansion or improvement and work with Account Managers to capitalize on them.
- Participate in pre-sales activities and submit accurate monthly billing requests to facilitate client invoicing.
Team Management
- Delegate tasks effectively, ensuring clarity in instructions and alignment with team goals.
- Plan, track, and monitor tasks assigned to team leaders and members.
- Provide leadership, coaching, and developmental feedback to enhance team performance.
- Drive team performance improvement through ongoing mentoring and performance management initiatives.
You Bring
Required Skills and Competencies
- Strong technical knowledge on-premises IT infrastructure - Wintel, Unix/Linux, Cisco network devices, Wireless AP, Checkpoint/Palo Alto firewalls.
- AWS Cloud and Azure certification will have advantage.
- ITIL V3/V4 Certification is a requirement.
- PMP/CITPM Certification is preferred.
- Good experience with SLA reporting, driving Service Improvement Plan (SIP).
- Experience in managing GovTech and government agency customer is preferred.
- Effective communication and stakeholder management skills.
- At least 3 years working experience in leading IT infrastructure teams.