Service Delivery Manager (Applications)

Role: Service Delivery Manager (Applications)

The Service Delivery Manager is responsible for managing day-to-day support of medium-scale maintenance projects to meet customer requirements and Service Level Agreements. The role includes ensuring that the team conducts health checks, application monitoring, handles customer queries, investigates and resolves incidents, applies fixes, and tracks issues to closure. The Service Delivery Manager also assists Senior Managers in training and guiding junior team members.

What Will You Do

• Act as focal point for all support-related queries and issues
• Review transition plans, enhancement milestones, and deliverables with support teams and customers
• Ensure support tasks and deliverables meet quality standards and service levels
• Conduct regular reviews of SLAs and KPIs to maintain alignment with customer expectations
• Escalate out-of-scope service variations to Client Delivery Lead and/or Project Delivery Lead
• Escalate critical issues or service level variations to Client Delivery Lead and/or Project Delivery Lead
• Review and approve service requests, enhancement effort, schedules, and risk plans
• Raise and review resource requirements
• Perform resource forecasting and planning
• Monitor and report project health status
• Take ownership of the project financials

Qualifications

The ideal candidate should possess:

Essential Qualifications

• Degree in Information Systems, Computer Science, or equivalent
• Around 10 years IT project management experience
• Strong knowledge of process improvement methodologies and tools
• Understanding of software development lifecycle (SDLC)
• Proficient in written and spoken English
• Willingness to work on client site

Preferred Attributes

• Self-motivated with positive “can-do” attitude and creativity
• Strong presentation, communication, and negotiation skills
• Effective interpersonal skills with persuasive techniques
• Ability to lead, develop, and maintain respectful and trusting relationships
• Strong leadership, coaching, and performance management skills

ADDITION

• Liaise with vendors, customer technical teams, and interfacing application teams to ensure smooth BAU support operations
• Provide effective customer communication including timely service delivery reports
• Identify opportunities for expansion or improvement of services and liaise with Sales Managers
• Participate in pre-sales activities
• Delegate tasks effectively with clear and specific instructions
• Plan, track, and monitor tasks assigned to team members
• Participate in leadership activities and provide performance feedback and coaching
• Monitor and improve team performance through leadership and performance management

If you are keen to explore the above role, please send across your updated resume to Mani.Sathis@helius-tech.com and we can discuss to proceed further.

EA Personnel Registration Number: R1112410 Singapore Employment Agency Licence No: 11C3373