IT Service Delivery Manager

Company Overview

SYSNET SYSTEM AND SOLUTIONS PTE. LTD is a fast-growing IT company founded in 2004, specializing in delivering advanced technology solutions through certified engineers to meet complex IT needs and exceed customer expectations.

Job Summary

Lead the Technical Service Delivery team to ensure timely project completion per SOW and provide post-implementation support through internal engineers and vendors.

Responsibilities

• Lead IT service delivery management to ensure projects meet defined scope, schedule, and quality standards

• Design and implement automated operations processes to enhance team efficiency and effectiveness

• Drive delivery excellence focused on operational efficiency, customer satisfaction, and employee retention to support business growth

• Collaborate with stakeholders to identify project risks and proactively develop mitigation strategies

• Conduct weekly and monthly project progress reviews and analyses for customers and internal teams

• Maintain open communication with client IT managers to address challenges, SLA adherence, service improvements, and customer satisfaction

• Prepare and update project execution plans, track activities, and provide accurate status reports to management

• Manage technical support levels 1, 2, and 3 to ensure SLA compliance and escalate vendor issues for timely resolution

• Schedule and lead monthly service delivery meetings to review performance and coordinate actions

• Support presales teams in designing and implementing systems, storage, network infrastructure, and cybersecurity solutions aligned with customer needs

• Monitor and optimize engineering resource utilization to maintain an efficient workforce

• Collaborate across functions to build relationships and achieve results without direct authority

• Control manpower allocation, revenue costs, and capital expenditures within project budgets

• Coordinate with Helpdesk teams to optimize resource deployment

• Lead and motivate project teams to deliver results effectively

• Develop technical competencies of Level 1 engineers by tracking monthly OJT reports on knowledge and skills acquired

• Mentor engineers by managing their Skills Matrix and guiding upskilling and training efforts

• Participate in client and partner contract negotiations and provide pre-sales technical support to sales teams

• Conduct regular staff training on various IT aspects to maintain team expertise

• Lead service integration efforts to implement hardware and software updates efficiently and promptly

• Supervise deployment of system and application upgrades and patches, including cybersecurity monitoring