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Keppel Ltd.

Service Delivery Manager

Keppel Ltd. Singapore, Singapore

Financial Services · 10,001+ employees

5 d ago
project-manager Senior (5-10 yrs) Full-time Singapore
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About the role

The Service Delivery Manager will oversee end-to-end service delivery across multiple accounts, ensuring SLA compliance and operational excellence. They will lead governance meetings, manage vendor performance, and drive continuous improvement initiatives to enhance customer satisfaction.

What they look for

Service Delivery Management SLA Management KPI Tracking ITIL Incident Management Problem Management Change Management Stakeholder Management Vendor Management Infrastructure Management Cloud Services Network Security EUC Service Transition Continuous Improvement Governance

Requirements

Candidates must hold a degree or diploma in IT, Computer Science, or Engineering with at least 5 years of experience in IT Service Delivery. Strong proficiency in ITIL processes and proven ability to lead cross-functional technical teams are essential requirements.

Full description

JOB DESCRIPTION

Key Responsibilities 

Service Delivery & Operations 

  • Manage end-to-end service delivery across multiple customer accounts 
  • Act as the primary operational point of contact for clients 
  • Ensure SLA/KPI achievement and contractual compliance 
  • Oversee performance across Service Desk, Infrastructure, Cloud, Network, Security, and EUC 
  • Coordinate cross-functional teams, vendors, and stakeholders 
  • Manage escalations, risks, and service priorities 

 

Customer & Governance Management 

  • Build strong relationships with customer stakeholders 
  • Lead governance meetings, service reviews, and QBRs 
  • Present service performance, risks, and improvement initiatives 
  • Drive customer satisfaction and handle escalations 

 

Operational Governance 

  • Monitor SLA performance, KPIs, ticket trends, and service quality 
  • Ensure adherence to ITIL processes (Incident, Problem, Change Management) 
  • Maintain operational documentation (SOPs, runbooks, reports) 
  • Manage vendor performance and contractual obligations 

 

Service Transition & Continuous Improvement 

  • Support onboarding and transition to BAU operations 
  • Identify operational risks and gaps during transition 
  • Drive service improvement, automation, and optimization initiatives 

 

Collaboration 

  • Partner with Sales/Account teams on customer retention and growth 
  • Work with technical teams and vendors to ensure seamless service delivery 

 

Requirements 

  • Degree/Diploma in IT, Computer Science, Engineering, or related field 
  • Minimum 5 years of experience in IT Service Delivery within a Managed Services environment 
  • Proven experience managing multiple customer accounts 
  • Experience leading cross-functional technical teams and vendors 
  • Strong knowledge of ITIL processes and service management practices 
  • Excellent stakeholder management, communication, and presentation skills 

 

 

JOB REQUIREMENTS

Please refer to job description for more details.

BUSINESS SEGMENT

Connectivity

PLATFORM

Operating Division

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