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.
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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.
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Act as the primary point of contact for clients, managing governance calls, MBR/QBR reviews, and ensuring SLA/KPI adherence.
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Oversee L1, L2, and SME teams across onshore/offshore models including 24x7 and Follow-the-Sun support.
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Drive escalation management and resolution of priority incidents.
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Ensure compliance with ITIL processes (Incident, Change, Problem, Request, Release).
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Manage risk and compliance frameworks (ISO, GovTech, ABLR).
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Provide financial oversight including SOWs, rate cards, and cost vs revenue analysis.
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Deputize for senior leadership in client engagement and operational governance.
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Strong expertise in service delivery and SLA governance.
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Proven client relationship management and stakeholder engagement.
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Hands-on experience with cloud platforms (IaaS, SaaS, PaaS) and AI operations.
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Proficiency in tools such as ServiceNow, Jira, ConnectWise, Splunk, Sentinel.
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Experience in virtualization, VDI, and enterprise infrastructure.
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Excellent leadership and team management skills.
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Strong analytical, problem-solving, and communication abilities.
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Bachelor’s Degree in Computer Applications (BCA) or equivalent.
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Diploma in Computer Science & Engineering.
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PMP – Project Management Institute (PMI)
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ITIL V4 Foundation
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CompTIA A+
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AI Generative / Automation (OutSkill)
