What Jobs are available for Service Delivery in Singapore?

The Service Delivery Manager plays a key role in ensuring uninterrupted operations for the assigned hospital project. You will be responsible for overseeing daily operational activities, monitoring SLA performance, and leading the Service Delivery Engineers team. Your leadership directly contributes to enhancing the end-user experience by ensuring the seamless delivery of high-quality services that consistently meet and exceed customer expectations.

• Ensure smooth Service Delivery Operations within the assigned project
• 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 an 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
• Take ownership of major incidents to ensure 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
• Lead the team to a continuous service improvement program
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion promptly
• 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
• Responsible for staff management, including recruitment, mentoring, training, target setting, and performance assessment
• Perform any other duties as assigned

• Must have at least 5 years of experience in Service Delivery
• 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-motivated and able to take responsibility.
• Able to manage and prioritise tasks and time efficiently.
• Able to demonstrate initiative and a proactive approach to daily tasks.

This role follows a 5.5-day work week schedule. Please apply only if you are comfortable with this arrangement.

Key Responsibilities

Service Delivery & Operations

• Manage day-to-day IT service delivery in line with agreed SLAs, OLAs, and KPIs.
• Manage and implement service delivery project management, coordinating internal resources and external resources, fixing reliability issues, and managing conflicts.
• Oversee incident, problem, and change management processes based on ITIL best practices.
• Drive root cause analysis (RCA) and implement corrective actions to prevent recurrence.
• Ensure smooth transition of new projects and solutions into steady-state operations.
• Point of Contact for quality of service and service performance provisioned to the customer and ensuring customer's request and demand for growth are factored into capacity plans for associated systems (as applicable).
• Maintains periodic operations (i.e. Daily Service Review (DSR), weekly, monthly) and service (i.e. monthly, quarterly) performance review with Operations and Service Delivery Teams (i.e. Engineering, CST and Call-center) respectively, and to resolve conflicts and issues.
• Owns the overall Service Management provisioned to the customer (including Master Service Agreement, Contract Management, Vendor Management, and Reporting cadence)
• Provides input to and pre-defines the items within the boundaries of existing vendor contract frameworks
• Verifies that the contractually agreed performance with the vendor is delivered, and defines the improvement measures if required
• Conducts regular reviews with vendors for renewals of contracts, to assess if those contracts are still relevant and to terminate contracts that are no longer needed
• Works closely with the Sales to deepen customer relationships with a high level of customer satisfaction and identify new opportunities
• Collaborates with all Technical Support Teams or vendors/partners to support and deliver daily operations / for project delivery

Client Relationship Management

• Serve as the primary point of contact for clients on service delivery matters.
• Build and maintain trusted relationships with CXOs, IT heads, and stakeholders.
• Conduct regular service review meetings (monthly/quarterly) to track performance and improvements.
• Identify opportunities for service enhancements, upselling, and cross-selling and co-ordinate with sales team to successfully close these opportunities.

Governance, Compliance & Risk

• Ensure service delivery complies with ISO, ITIL, PDPA, CSA Cyber Trustmark, and other regulatory requirements.
• Improves governance (i.e. policies, standards, guidelines) on successful delivery outcomes (e.g. industry compliances, service delivery frameworks, or playbooks) with the relevant internal domain expert team(s).
• Maintain service governance frameworks and ensure audit readiness.
• Improves governance (i.e. policies, standards, guidelines) on successful delivery outcomes (e.g. industry compliances, service delivery frameworks, or playbooks)
• Proactively identify, assess, and mitigate operational and service risks.

Team Leadership & Vendor Management

• Lead, coach, and mentor service delivery teams (support engineers, project managers, service desk).
• Allocate and manage resources to meet client and business requirements.
• Monitor and manage vendor and third-party service provider performance.
• Foster a culture of collaboration, accountability, and continuous improvement.

Financial & Commercial Management

• Manage service delivery budgets and ensure profitability of contracts.
• Track and optimize costs for licenses, cloud subscriptions, and managed services.
• Support sales and account teams in contract renewals, scope changes, and pricing negotiations.

Continuous Improvement & Innovation

• Implement automation and AI/ML-based solutions to improve efficiency and reduce manual workloads.
• Utilize analytics and reporting to identify service trends and anticipate issues.
• Champion adoption of modern ITSM tools, DevOps, and best practices to elevate service quality.

Qualifications & Experience

• Diploma or Bachelor's degree in computer science, Information Systems, or related field.
• 5+ years of experience in IT service management, with at least 3 years in a Service Delivery Manager role.
• Strong knowledge of ITIL framework and experience with ISO/PDPA/compliance standards.
• Proven track record of managing client relationships at senior levels.
• Experience leading cross-functional teams and managing vendors/partners.
• Familiarity with cloud platforms (Azure, AWS), enterprise IT systems, and service management tools (ServiceNow, Jira, Managed Engine, Remedy, etc.).

Key Responsibilities:

Service Delivery & Operations

• Manage day-to-day IT service delivery in line with agreed SLAs, OLAs, and KPIs.
• Manage and implement service delivery project management, coordinating internal resources and external resources, fixing reliability issues, and managing conflicts.
• Oversee incident, problem, and change management processes based on ITIL best practices.
• Drive root cause analysis (RCA) and implement corrective actions to prevent recurrence.
• Ensure smooth transition of new projects and solutions into steady-state operations.
• Point of Contact for quality of service and service performance provisioned to the customer and ensuring customer's request and demand for growth are factored into capacity plans for associated systems (as applicable).
• Maintains periodic operations (i.e. Daily Service Review (DSR), weekly, monthly) and service (i.e. monthly, quarterly) performance review with Operations and Service Delivery Teams (i.e. Engineering, CST and Call-center) respectively, and to resolve conflicts and issues.
• Owns the overall Service Management provisioned to the customer (including Master Service Agreement, Contract Management, Vendor Management, and Reporting cadence)
• Provides input to and pre-defines the items within the boundaries of existing vendor contract frameworks
• Verifies that the contractually agreed performance with the vendor is delivered, and defines the improvement measures if required
• Conducts regular reviews with vendors for renewals of contracts, to assess if those contracts are still relevant and to terminate contracts that are no longer needed
• Works closely with the Sales to deepen customer relationships with a high level of customer satisfaction and identify new opportunities
• Collaborates with all Technical Support Teams or vendors/partners to support and deliver daily operations / for project delivery

Client Relationship Management

• Serve as the primary point of contact for clients on service delivery matters.
• Build and maintain trusted relationships with CXOs, IT heads, and stakeholders.
• Conduct regular service review meetings (monthly/quarterly) to track performance and improvements.
• Identify opportunities for service enhancements, upselling, and cross-selling and co-ordinate with sales team to successfully close these opportunities.

Governance, Compliance & Risk

• Ensure service delivery complies with ISO, ITIL, PDPA, CSA Cyber Trustmark, and other regulatory requirements.

• Improves governance (i.e. policies, standards, guidelines) on successful delivery outcomes (e.g. industry compliances, service delivery frameworks, or playbooks) with the relevant internal domain expert team(s).

• Maintain service governance frameworks and ensure audit readiness.
• Improves governance (i.e. policies, standards, guidelines) on successful delivery outcomes (e.g. industry compliances, service delivery frameworks, or playbooks)
• Proactively identify, assess, and mitigate operational and service risks.

Team Leadership & Vendor Management

• Lead, coach, and mentor service delivery teams (support engineers, project managers, service desk).
• Allocate and manage resources to meet client and business requirements.
• Monitor and manage vendor and third-party service provider performance.
• Foster a culture of collaboration, accountability, and continuous improvement.

Financial & Commercial Management

• Manage service delivery budgets and ensure profitability of contracts.
• Track and optimize costs for licenses, cloud subscriptions, and managed services.
• Support sales and account teams in contract renewals, scope changes, and pricing negotiations.

Continuous Improvement & Innovation

• Implement automation and AI/ML-based solutions to improve efficiency and reduce manual workloads.
• Utilize analytics and reporting to identify service trends and anticipate issues.
• Champion adoption of modern ITSM tools, DevOps, and best practices to elevate service quality.

Qualifications & Experience:

• Diploma or Bachelor's degree in computer science, Information Systems, or related field.
• 5+ years of experience in IT service management, with at least 3 years in a Service Delivery Manager role.
• Strong knowledge of ITIL framework and experience with ISO/PDPA/compliance standards.
• Proven track record of managing client relationships at senior levels.
• Experience leading cross-functional teams and managing vendors/partners.
• Familiarity with cloud platforms (Azure, AWS), enterprise IT systems, and service management tools (ServiceNow, Jira, Managed Engine, Remedy, etc.).

The Service Delivery Manager (SDM) is responsible for overseeing the delivery of high-quality services to clients or internal stakeholders. This role ensures that service-level agreements (SLAs) are met, processes are followed, and customer satisfaction is achieved. The SDM acts as the primary point of contact between the service provider and the customer, coordinating resources, managing escalations, and driving continuous service improvement.

• Ensure successful end-to-end delivery of services to customers within agreed SLAs and KPIs.
• Act as the primary escalation point for service-related issues and resolve them in a timely manner.
• Monitor service performance, prepare reports, and lead regular service review meetings with clients and internal teams.
• Collaborate with technical teams, project managers, and support staff to deliver seamless customer experiences.
• Identify areas for service improvement and implement best practices for operational excellence.
• Maintain and improve customer relationships by providing excellent customer service and managing expectations.
• Develop and implement service delivery policies, standards, and procedures.
• Manage and coordinate change management activities and ensure minimal disruption to services.
• Forecast resource needs and coordinate workforce planning for service delivery.
• Ensure compliance with company policies, industry standards, and regulatory requirements.

• Bachelor's degree in Information Technology, Business Administration, or a related field.
• 5+ years of experience in service delivery, client management, or IT operations.
• Strong knowledge of ITIL framework (certification preferred).
• Proven experience managing SLAs, customer relationships, and service teams.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong problem-solving skills with the ability to make decisions under pressure.

• Experience in a managed services or IT outsourcing environment.
• Familiarity with tools like ServiceNow, Jira, or other ITSM platforms.
• PMP or other project management certification is a plus.
• Experience working in Agile environments.

About the role

The Service Delivery Manager is responsible for overseeing the efficient and effective delivery of services to clients, ensuring that the services meet quality standards, performance targets, and customer satisfaction.

Job Description:

• Manage the end-to-end delivery of services to clients, ensuring all agreed-upon service levels are met.
• Monitor the delivery of services to ensure they meet the performance standards and client expectations.
• Liaise with clients to understand their needs and ensure that service delivery aligns with their expectations.
• Supervise and manage the service delivery team, ensuring that the team is working efficiently and effectively.
• Provide coaching, training, and performance management to team members.
• Coordinate with cross-functional teams (such as IT, operations, or customer support) to ensure timely service delivery.
• Act as the main point of contact between the service delivery team and clients.
• Address and resolve escalated issues, ensuring client satisfaction.
• Regularly meet with clients to assess service satisfaction and identify potential areas for improvement.
• Identify and implement process improvements to increase service efficiency and customer satisfaction.
• Monitor service performance metrics and drive corrective actions for any deviations from service delivery goals.
• Provide regular reports to stakeholders on service delivery performance, incidents, and improvements.
• Maintain documentation on service delivery procedures, escalations, and resolutions.
• Manage budgets related to service delivery, ensuring resources are allocated efficiently.
• Ensure service delivery is cost-effective while maintaining quality standards.
• Ensure service delivery complies with all relevant regulations and contractual agreements.
• Identify potential risks related to service delivery and take proactive steps to mitigate them.

Educational Qualifications:

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Additional certifications in Service Management (e.g., ITIL, PMP) are highly desirable.

Experience:

• Proven experience in service delivery or a related field (typically 3+ years).
• Experience in managing cross-functional teams or working in a client-facing role is often required.

Skills:

• Strong communication skills, both written and verbal.
• Excellent organizational and time management abilities.
• Analytical mindset to assess service performance and identify improvements.
• Ability to manage client relationships and resolve conflicts.
• Proficiency in service management tools (e.g., ServiceNow, Jira).
• Technical Skills (relevant to the industry):
• Knowledge of IT systems, software, or tools used in service delivery.
• Familiarity with service management frameworks like ITIL or Six Sigma.

Soft Skills:

• Strong problem-solving abilities.
• Ability to work under pressure and handle multiple priorities.
• Leadership skills to motivate and manage teams.
• High level of customer focus and commitment to service excellence.

What we offer

• Competitive salary and performance-based bonuses
• Comprehensive health and wellness benefits, including medical and dental coverage
• Ongoing training and development opportunities to enhance your skills
• A supportive and collaborative work environment with opportunities for career progression

About us

Terrabit Network Pte Ltd is a premier system integrator, known for delivering advanced technology solutions, comprehensive services, and support. We are dedicated to providing innovative, reliable, and scalable solutions to meet our clients' diverse needs. We are currently seeking an experienced Account Manager to join our team and help drive business growth by managing client relationships and ensuring the delivery of tailored IT solutions.

About Orfeostory

Orfeostory is an award-winning digital solutions agency based in Singapore. Since 2011, we've been helping enterprises and organisations transform with customised website development, mobile apps, cloud solutions, managed IT services, and AI-powered innovations. We pride ourselves on delivering reliable technology with a human touch, ensuring our clients' success every step of the way.

The Role

We are looking for a Service Delivery Manager (SDM) to join our growing team. This role is pivotal in ensuring our clients consistently receive high-quality service and support across our portfolio of solutions—including cloud voice, ICT infrastructure, managed IT services.

As the Service Delivery Manager, you will be the bridge between our clients, project teams, and support engineers , making sure service commitments are met, issues are resolved, and long-term relationships are strengthened.

Key Responsibilities

• Oversee delivery of Orfeostory's services to clients, ensuring alignment with SLAs and contractual obligations.
• Act as the primary point of contact for service operations, escalations, and client communication.
• Monitor service performance, prepare reports, and lead regular service review meetings with clients.
• Coordinate with project managers, technical teams, and vendors to ensure smooth service handovers and ongoing support.
• Implement IT service management best practices (e.g., incident, problem, and change management).
• Identify opportunities for process improvements and efficiency gains within service delivery.
• Drive customer satisfaction by anticipating needs, resolving issues quickly, and maintaining strong client relationships.

• Having managed large Development and Production Support teams in an onsite offshore environment involving more than 100+ FTEs

• Domain knowledge on Payments, Channels and wealth management

• Experience of working in multi-vendor environment

• Good Project management experience/knowledge using various project management methodologies like Agile Scrum/Kanban, Waterfall, Iterative etc.

• Should certified in Project management practices and Agile WoW

• Should have experience managing delivery in BFSI domain, Retail Banking and Payments exposure

• Should have experience background in Development, Testing

• Experience in managing project delivery in cloud technologies

• Prior experience in managing multi-ethnic, multi-geo teams.

• Understanding IT outsourcing engagement and commercial models.

• Ability to demonstrate through experience the understanding and implementation of ITIL process, good understanding of productivity improvement levers to achieve efficiency of operations.

• Manage overall team's service quality and lead in any service recovery issues with Clients.

• Ability to manage the Fixed price engagement – should be able to demonstrate how scope, schedule and budget are managed effectively.

• Ability Demonstrate good technical acumen by having strong technical background for effective management of the team.

• Excellent customer orientation and communication skills.

• Experience of managing/ participating in RFP/Bid process including Due Diligence

GOOD to HAVE

• Understanding IT outsourcing engagement and commercial models.

• Prior experience of managing transitions including transition from incumbent vendors

Non-Technical / Soft Skills

• Willingness to learn new technologies and ability to adopt to work in a corporate environment

• Outstanding communication skills both oral and written, technical and non-technical and the ability to work with diverse group of individuals in a professional environment.

• Ability to communicate both oral and written with client mid/senior management professionals.

• Ability to present status report in a senior management forum and ability to articulate and answer questions.

• Good Negotiation and interpersonal skills.

• Good Team player

About the Company:

Dbiz is a high-performing product and engineering company that partners with organizations to build out digital solutions using the right technology at the right time. We pride ourselves on our innovative use of technology in various ways.

Role Summary:

We are looking for a highly skilled and experienced Senior Program Manager to join our team at DBiz Singapore. The ideal candidate will be responsible for overseeing program management and service delivery, maintaining client satisfaction, and managing relationships with key stakeholders, particularly within government sectors.

Key Responsibilities:

• Program Management:

• Manage complex IT programs and projects to ensure timely delivery within scope and budget.

• Coordinate with cross-functional teams to meet program milestones.
• Oversee the planning, execution, and monitoring of multiple projects to ensure alignment with customer goals.

• Service Delivery Management:

• Ensure the successful and timely delivery of IT services to clients in line with agreed Service Level Agreements (SLAs).

• Monitor service performance and implement improvement measures as necessary.
• Act as the primary point of contact for escalations and issues, ensuring prompt resolution.

• Client Relationship Management:

• Build and maintain strong relationships with key customers, especially government agencies, to meet their needs and expectations.

• Provide regular service updates and gather feedback through frequent client communication.
• Identify opportunities to enhance customer satisfaction and retention.

• Stakeholder and Vendor Management:

• Collaborate with internal teams, third-party vendors, and subcontractors to ensure seamless service delivery.

• Liaise with government officials to ensure adherence to policies and regulations.
• Ensure compliance with contractual obligations and government standards.

• Performance Management and Reporting:

• Regularly review and report on service performance metrics.

• Implement continuous improvement initiatives to enhance service quality.
• Prepare and present performance reports to senior management and clients.

• Risk and Issue Management:

• Proactively identify potential risks and develop mitigation strategies.

• Manage any issues that arise during service delivery to minimize service disruption.

Qualifications & Experience:

• Bachelor's degree in IT, Business Administration, or a related field.
• Minimum 5-7 years of experience in IT Project Management, Program Management, and Service Delivery, preferably within a government or regulated environment.
• Excellent communication, negotiation, and stakeholder management skills.
• Familiarity with government procurement processes and regulations is a plus.

Desired Skills:

• Strong leadership and team management capabilities.
• Ability to work under pressure and manage multiple priorities.
• Excellent problem-solving skills with a proactive and customer-focused mindset.
• Certification in ITIL, PMP, or equivalent is an advantage.

Life at Dbiz:

• Competitive salary and attractive benefits
• Dynamic and innovative work environment
• Opportunities for personal growth and development
• Engaging and collaborative company culture

Key Responsibilities

• Manage staff assigned/stationed at the customer sites
• To maintain strong and positive customer relationships and improve service delivery, ensuring customer satisfaction is achieved and maintained in the long term
• To identify customer needs and oversee Service Delivery within the business context
• Point of Contact for quality of service and service performance provisioned to the customer, and ensuring customer's request and demand for growth are factored into capacity plans for associated systems (as applicable)
• Monitor and Assess customer feedback to identify, and address areas for improvement; establish and refine services and service delivery, ensuring consistency in quality to deliver
• Manages / Implements Service Delivery project management, coordinating internal resources and external resources, fixing reliability issues, and managing conflicts
• Improves governance (i.e. policies, standards, guidelines) on successful delivery outcomes (e.g. industry compliances, service delivery frameworks, or playbooks)
• Maintains periodic operations (i.e. Daily Service Review (DSR), weekly, monthly) and service (i.e. monthly, quarterly) performance review with Operations and Service Delivery Teams respectively, and to resolve conflicts and issues
• Collaborates with relevant teams to implement Service Improvement Plans (SIPs)
• Owns the overall Service Management provisioned to the customer (including Master Service Agreement, Contract Management, Vendor Management, and Reporting cadence)
• Provides input to and pre-defines the items within the boundaries of existing vendor contract frameworks
• Verifies that the contractually agreed performance with the vendor is delivered, and defines the improvement measures if required
• Conducts regular reviews with vendors for renewals of contracts, to assess if those contracts are still relevant and to terminate contracts that are no longer needed
• Works closely with the Sales to deepen customer relationships with a high level of customer satisfaction and identify new opportunities
• Collaborates with all Technical Support Teams or vendors/partners to support and deliver daily operations / for project delivery

Qualifications/Experience/Knowledge

• Degree or other equivalent
• At least 5 years of IT Service Delivery Management experience - with at least 3 years of user production support
• Expert in ITSM - Incident Management, Problem Management, Change Management, Asset Management, Vendor Management, Contract Management
• Understanding of IT Services Offerings
• Understanding infra stack i.e. x86, Unix, storage, networks, security, desktops/laptops/devices, servers
• Knowledge of IT lifecycle management
• Possess strong problem-solving skills, is able to prioritize and manage multiple tasks
• Mature critical situational management skills
• Strong communication skills
• Strong interpersonal and stakeholder management skills with the ability to coordinate between technical and business teams
• Able to interact with various levels of internal and external stakeholders both in written and verbal forms
• Ability to efficiently understand client organizations and their business model and to tailor relevant processes to privacy requirements.
• ITIL Certification will be an added advantage