8 часов назад
Service Delivery Manager – Government & Enterprise Accounts
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Service Delivery Manager – Government & Enterprise Accounts (Cloud Communications): Managing SLA-driven service delivery, governance, and operational performance for a strategic Singapore government account with an accent on incident coordination, contractual compliance, and client reporting. Focus on orchestrating cross-functional technical teams, resolving service and governance gaps, and maintaining audit-ready documentation for regulated enterprise environments.
Location: Based in Singapore on a hybrid basis, with remote work and regular on-site client visits approximately weekly
Company
provides bespoke cloud communications and customer engagement solutions for enterprises, combining strategic consulting, technology, regional infrastructure, connectivity, and global delivery.
What you will do
- Own service delivery, SLA governance, contractual obligations, and overall performance for assigned accounts, including a strategic government account.
- Coordinate incident, problem, change, and release management across infrastructure, network, database, security, engineering, QA, and service teams.
- Monitor service metrics and prepare monthly and ad-hoc reports for clients and internal stakeholders.
- Lead incident reporting and support documentation for service credits, liquidated damages, audits, and governance reviews.
- Orchestrate cross-functional teams without direct reporting authority to meet contractual timelines and deliverables.
- Identify governance and process gaps, conduct trend analysis, and implement corrective and preventive actions to improve service stability.
Requirements
- Experience managing service delivery or service levels for Singapore government contracts or similarly regulated environments.
- ITIL Foundation certification, ITIL v3 or ITIL 4, with practical experience in incident, problem, change, and release management.
- Experience supporting cloud or enterprise software environments, with working knowledge of infrastructure, databases, and web application environments.
- Proven experience with SLA performance, contractual compliance, formal client reporting, and service governance.
- Ability to coordinate multidisciplinary technical teams and produce formal incident and contractual documentation.
- Strong analytical and written communication skills, with the ability to interpret technical investigations and explain impacts to non-technical stakeholders.
Nice to have
- Experience with secure or government cloud environments, including Government Commercial Cloud (GCC).
- Exposure to contact centre or customer engagement solutions.
Culture & Benefits
- Training and development opportunities.
- Discretionary yearly bonus and salary review.
- Healthcare coverage based on location.
- 20 days of paid annual leave, with 15 days for Malaysia-based roles, plus other leave allowances.
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