The Service Delivery Manager has a key role in the management and control of the support chain, and guarantees the application and efficiency of the escalation process.
Own end-to-end support operations across the client portfolio - managing SLA adherence, ticket prioritization, escalation management, and resolution quality
We are seeking an experienced Service Delivery Manager (SDM) to oversee end-to-end managed services delivery across multiple client environments. This role is responsible for ensuring service excellence, SLA performance, customer satisfaction, and operational governance.
Collaborate with a team of service delivery professionals, including Service Desk Analysts, Incident and problem Managers, and Service Delivery Coordinators, providing guidance to ensure the highest level of performance.
Run day-to-day IT service delivery at Evernet Systems, a Singapore-based managed service provider (MSP). You own the service desk queue and SLA performance, keep client projects on schedule, handle client communication during major incidents, and lead our L1, L2 and NOC engineers.
Defines maintenance strategies in accordance with customer requirements (spare parts management, software updates, support team organization) and associated quotes
Service Delivery Management -Manage the delivery of cloud services across AWS or Azure environments, ensuring alignment with SLAs and customer expectations. Oversee the daily operations of cloud environments, including incident management, change control, and problem resolution.
Service Ownership: Own end-to-end service delivery for a portfolio of on-premise and private cloud AI deployments, meeting agreed service levels for availability, inference latency, throughput, and support responsiveness. Maintain an accurate configuration baseline for every environment, and lead regular service reporting and reviews through to senior stakeholders.
Actively support, contribute to, and participate in the Global IT Service delivery team; drive towards global standards and ensure local requirements are captured and delivered. Supports cross-regional collaboration.