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.
Role type
Service Delivery Manager (Government & Enterprise)
Builds
Cloud communications and customer engagement solutions for enterprises
Domain
Government sector, Cloud Communications, Customer Experience (CX)
Required skills
SLA governance, Incident/Problem/Change/Release management, Cross-functional orchestration, Contractual compliance, Root cause analysis, Stakeholder engagement
Preferred skills
Government contract experience, ITIL v3/v4 certification, Cloud/Enterprise software exposure, Contact Centre solutions familiarity
Technologies
Cloud environments, Government Commercial Cloud (GCC), Enterprise software
Responsibilities
Coordinate BAU service management and monitor performance against SLAs; Oversee incident, problem, change, and release management across technical teams; Produce structured monthly and ad-hoc reports on service metrics; Lead incident reporting and manage service credit or liquidated damages discussions; Align multiple technical teams to contractual timelines; Identify process gaps and implement corrective actions; Conduct regular onsite client meetings.
Seniority
Mid-Senior, hands-on IC