Service Delivery Manager
Keppel is hiring a Service Delivery Manager in Singapore, Singapore. Level rates it ; you can apply on Keppel.
Level's read on this job
- Little AI ●○○○ is how Level rates this role: aI is not part of the work.
- Level classes it as a senior role.
- Keppel has 196 other open roles on Level.
AI in this role
JOB DESCRIPTION
Key Responsibilities
Service Delivery & Operations
- Manage end-to-end service delivery across multiple customer accounts
- Act as the primary operational point of contact for clients
- Ensure SLA/KPI achievement and contractual compliance
- Oversee performance across Service Desk, Infrastructure, Cloud, Network, Security, and EUC
- Coordinate cross-functional teams, vendors, and stakeholders
- Manage escalations, risks, and service priorities
Customer & Governance Management
- Build strong relationships with customer stakeholders
- Lead governance meetings, service reviews, and QBRs
- Present service performance, risks, and improvement initiatives
- Drive customer satisfaction and handle escalations
Operational Governance
- Monitor SLA performance, KPIs, ticket trends, and service quality
- Ensure adherence to ITIL processes (Incident, Problem, Change Management)
- Maintain operational documentation (SOPs, runbooks, reports)
- Manage vendor performance and contractual obligations
Service Transition & Continuous Improvement
- Support onboarding and transition to BAU operations
- Identify operational risks and gaps during transition
- Drive service improvement, automation, and optimization initiatives
Collaboration
- Partner with Sales/Account teams on customer retention and growth
- Work with technical teams and vendors to ensure seamless service delivery
Requirements
- Degree/Diploma in IT, Computer Science, Engineering, or related field
- Minimum 5 years of experience in IT Service Delivery within a Managed Services environment
- Proven experience managing multiple customer accounts
- Experience leading cross-functional technical teams and vendors
- Strong knowledge of ITIL processes and service management practices
- Excellent stakeholder management, communication, and presentation skills
#LI-KK1
#KTS
JOB REQUIREMENTS
please refer to job description for more details.
BUSINESS SEGMENT
ConnectivityPLATFORM
Operating DivisionHow we rate this
Service Delivery Manager at Keppel rates 36 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
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