Keppel

Service Delivery Manager

Singapore

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hirly's read of this role

Seniority: Lead / management
Country: SG
Work mode: On-site / unstated
First seen by hirly: 6 Oct 2026

Derived automatically from the posting. Upload your resume above to see how the role scores against it.

the posting

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

Original posting on Keppel's site ↗

Listed on hirly, a job board. hirly is not the employer: Keppel is hiring for this role.

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