jobs in Keppel Data Centres

Keppel Data Centres Hiring! Full Time Service Delivery Manager in - Ricebowl

Service Delivery Manager

Keppel Data Centres

Full Time

Singapore

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Working Location

  • Singapore

Job Description

Responsibilities

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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