Job Description

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Job Summary:

We are seeking a seasoned

Service Delivery Manager

with over 18 years of experience in IT service delivery, cloud infrastructure, and AI-enabled operations. The ideal candidate will have a strong background in managing multi-domain managed services, client governance, SLA compliance, and cross-functional team leadership across global regions including Australia, Singapore, UAE, and offshore.###

Key Responsibilities:

Lead end-to-end service delivery across platforms such as Oracle Fusion, Microsoft SQL Server, Azure Virtual Desktop, Windows 11 SOE, ServiceNow, and SOC/SIEM. Act as the primary point of contact for clients, managing governance calls, MBR/QBR reviews, and ensuring SLA/KPI adherence. Oversee L1, L2, and SME teams across onshore/offshore models including 24x7 and Follow-the-Sun support. Drive escalation management and resolution of priority incidents. Ensure compliance with ITIL processes (Incident, Change, Problem, Request, Release). Manage risk and compliance frameworks (ISO, GovTech, ABLR). Provide financial oversight including SOWs, rate cards, and cost vs revenue analysis. Deputize for senior leadership in client engagement and operational governance.
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Required Skills & Competencies:

Strong expertise in service delivery and SLA governance. Proven client relationship management and stakeholder engagement. Hands-on experience with cloud platforms (IaaS, SaaS, PaaS) and AI operations. Proficiency in tools such as ServiceNow, Jira, ConnectWise, Splunk, Sentinel. Experience in virtualization, VDI, and enterprise infrastructure. Excellent leadership and team management skills. Strong analytical, problem-solving, and communication abilities.
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Educational Qualifications:

Bachelor's Degree in Computer Applications (BCA) or equivalent. Diploma in Computer Science & Engineering.
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Certifications:

PMP - Project Management Institute (PMI) ITIL V4 Foundation CompTIA A+ * AI Generative / Automation (OutSkill)