Service Delivery Manager – Government & Enterprise Accounts
Core
Ensure smooth day-to-day operation, governance, and quality of service delivery for a strategic Singapore government account, coordinating BAU activities and monitoring SLAs.
Role type
Service Delivery Manager (Government & Enterprise)
Builds
Cloud communications and customer engagement solutions for enterprises
Domain
Government & Enterprise IT Services
Deliverable
dashboards & analysis
Required skills
SLA governance, incident/problem/change/release management, cross-functional orchestration, contractual compliance, formal reporting, root cause analysis, stakeholder engagement
Preferred skills
Singapore government contract experience, ITIL certification, cloud/enterprise software environment knowledge, GCC familiarity, contact centre/CX solutions exposure
Technologies
Cloud platforms, enterprise software, JavaScript-based systems, Government Commercial Cloud (GCC)
Responsibilities
Oversee incident, problem, change, and release management across technical teams; Track, analyse, and report service metrics; Lead structured incident reporting and contractual documentation; Align multiple technical teams to contractual timelines; Identify governance gaps and implement corrective actions; Conduct regular onsite client meetings; Maintain accurate Service Management Plans.
Seniority
Mid-Senior, hands-on IC
