Service Delivery Manager

The Service Delivery Manager (Support Role) will assist the senior Service Delivery team by monitoring service delivery performance, providing expert advice and guidance to the support team and clients, and helping ensure that IT support services meet agreed SLAs and quality standards. This role is ideal for a professional with strong technical and service management knowledge who can act as a trusted advisor without direct team management responsibilities.

Working Hours: 9am to 6pm

Key Responsibilities:

• Service Monitoring:
  Continuously track and review Helpdesk and onsite Proximity support service metrics to ensure compliance with SLAs and client expectations.
• Advisory Support:
  Provide professional advice and recommendations to the Service Management team and client stakeholders on service improvements, incident resolution, and best practices.
• Client Relationship Management:
  Act as the primary point of contact for client escalations, build strong relationships with client stakeholders, and ensure high levels of client satisfaction.
• Incident and Problem Support:
  Oversee the resolution of complex technical issues, coordinate between helpdesk and onsite teams, and ensure root cause analysis is performed to prevent recurrence.
• Process Compliance:
  Help ensure that service processes align with ITIL principles and client-specific policies, promoting consistent and high-quality service delivery.
• Operational Oversight:

Monitor service delivery performance, generate reports on service metrics, and implement improvements to optimize efficiency and quality.

• Continuous Improvement:
  Collaborate with the Senior Service Delivery Manager and operational teams to identify opportunities for service enhancement and process optimization.

Qualifications:

• Bachelor's degree in information technology, Computer Science, or related field (or equivalent experience).
• 3+ years' experience in IT service delivery or support roles, preferably in Helpdesk and onsite IT support environments.
• Experience working with luxury retail clients or in a retail environment is highly desirable.
• Strong understanding of ITIL best practices and service management frameworks.
• Excellent analytical, communication, and interpersonal skills.
• Ability to handle multiple client accounts and manage escalations effectively.
• Proficiency in service management tools, ticketing systems, and remote support technologies.
• Strong problem-solving skills and a customer-centric mindset.

Preferred Skills:

• Knowledge of retail POS systems, inventory management, and associated IT infrastructure.
• Experience with proximity support and field technician management.
• Basic understanding of cybersecurity practices in retail environments.

By submitting any application or resume to us, you will be deemed to have agreed and consented to us disclosing your personal information to prospective employers for their consideration.
We regret only shortlisted candidates will be notified.
Gwenneth Kirsten Wee
Reg No. R1545315 | EA: 25C3031 | UEN: 202527765K
gwenwee@antares.com.sg
[Antares Management Services Pte Ltd]