Service Delivery Manager

• Industry leadership and innovation
• Opportunities to work on outstanding technologies on logistics solutions

About Our Client

A Singapore-based global transportation and supply chain solutions provider, recognised as one of the largest home-grown enterprises in Southeast Asia.

Job Description

Service Delivery & Operations

• Oversee end-to-end service delivery to ensure quality and consistency
• Monitor and manage service performance against SLAs, KPIs, and OLAs
• Ensure timely resolution of incidents, service requests, and escalations
• Coordinate with technical teams to resolve complex issues

Stakeholder Management

• Act as the primary point of contact for clients/customers
• Build and maintain strong client relationships
• Conduct regular service review meetings with stakeholders
• Manage expectations and ensure customer satisfaction

Incident & Problem Management

• Ensure major incident handling and communication
• Lead root cause analysis (RCA) and implement preventive measures
• Drive continuous improvement to reduce recurring issues

Team & Vendor Management

• Manage and guide service delivery teams (internal/external)
• Collaborate with vendors/partners to ensure service standards
• Support resource planning and team performance management

Process Improvement & Governance

• Drive ITIL best practices (Incident, Problem, Change, Service Request)
• Identify areas for service improvement and cost optimization
• Ensure compliance with organizational policies and standards

Reporting & Metrics

• Prepare service reports, dashboards, and performance metrics
• Analyze trends and recommend improvements
• Track customer satisfaction (CSAT) and service quality

The Successful Applicant

• Strong understanding of ITIL framework
• Excellent communication and stakeholder management skills
• Strong problem-solving and analytical abilities
• Experience in IT service management tools (e.g., ServiceNow, Remedy, Jira)
• Ability to manage multiple priorities and escalations
• Leadership and team management skills
• Minimum 7 years of experience in IT service delivery or operations
• Experience managing client-facing roles and SLAs
• Background in infrastructure, applications, or managed services

What's on Offer

Opportunities to work on outstanding technologies on logistics solutions

Industry leadership and innovation