Service Delivery Manager

Service Delivery Manager is responsible for overseeing the end-to-end delivery of services to clients, ensuring high-quality performance, customer satisfaction, and continuous improvement. This role combines client and stakeholder engagement, operational excellence, and financial oversight to drive service success and business growth. Job Responsibilities • Client Relationship Management • - Build and maintain strong client relationships as the primary point of contact for service-related matters. • - Manage client expectations, inquiries and escalations effectively. • - Collaborate with clients to understand their needs, gather feedback and ensure satisfaction and retention. • Service Improvement • - Continuously evaluate service delivery processes to identify improvement opportunities • - Drive initiatives to enhance service quality and improve customer satisfaction. • - Stay updated on industry trends and best practices to implement • - Partner with the sales team to identify upsell and cross-sell opportunities within existing accounts • - Support the development of proposals and presentations to demonstrate service value. • - Provide insights from client interactions to help refine sales strategies. • - Manage service delivery budgets, ensuring cost-effectiveness and optimal resource allocation. • - Monitor financial performance, analyze variances, and implement corrective actions where necessary. • - Identify potential risks and issues related to service delivery and implement mitigation plans. • - Ensure compliance with relevant regulations, standards and organizational policies. • Reporting & Documentation • - Prepare and deliver regular service performance reports to clients and management. • - Maintain accurate and up-to-date documentation, including service processes, policies and operational manuals. Qualifications • - Minimum 8 years proven Service Delivery experience in the IT industry in similar capacity. • - Experience managing client relationships and service performance. • - Proven experience in Service Delivery, Operations and Account Management roles. • - IT Infrastructure Library (ITIL) certified and experience in application of the framework. (required) • Certification in Customer Success Management will have added advantage. • *Applicants must possess valid work authorization in Singapore!* #J-18808-Ljbffr