Job Description
About the job
Service Delivery Manager – Data Centre Infrastructure
Singapore (On-Site)
We are partnering with a leading technology services organisation to hire an experienced Service Delivery Manager to oversee the delivery of managed data centre operations and structured cabling services for a major enterprise customer.
This is a fantastic opportunity for a service delivery professional with a strong background in data centre infrastructure, managed services and customer management to lead a critical account within a highly regulated environment.
The Role
As the Service Delivery Manager, you will be responsible for ensuring the successful delivery of data centre and structured cabling services, maintaining service excellence, driving operational improvements and acting as the primary point of contact for key customer stakeholders.
You will lead teams of engineers, technicians and third-party partners while ensuring services are delivered in line with agreed SLAs, operational standards and governance requirements.
Key Responsibilities
Service Delivery & Operations
- Manage the end-to-end delivery of managed data centre and structured cabling services.
- Ensure compliance with SLAs, KPIs and contractual commitments.
- Oversee rack & stack activities, equipment provisioning, decommissioning, cross-connects and structured cabling projects.
- Drive service reliability, availability and operational efficiency.
Customer & Stakeholder Management
- Act as the primary point of contact for customer service-related matters and escalations.
- Build strong relationships with customer stakeholders and senior management teams.
- Lead service review meetings and provide regular operational and SLA reporting.
- Identify opportunities for service improvement and added value.
Leadership & Governance
- Lead and coordinate technicians, engineers and subcontractors across multiple locations.
- Manage resource planning, workload allocation and quality assurance activities.
- Ensure adherence to change management processes, operational procedures and industry standards.
- Support audit, compliance and risk management initiatives.
Reporting & Continuous Improvement
- Monitor service performance, incident trends and operational metrics.
- Produce governance reports and performance dashboards.
- Lead root cause analysis and continuous improvement programmes.
- Support business continuity and disaster recovery planning.
Requirements
- 10+ years of experience in Service Delivery, Operations Management or Managed Services environments.
- Strong background in data centre infrastructure and structured cabling services.
- Experience managing technical teams, engineers and third-party vendors.
- Previous experience working within highly regulated industries such as Banking, Financial Services, Government or Critical Infrastructure.
- Strong understanding of ITIL service management principles.
- Experience using ServiceNow, Remedy, CMDB or DCIM platforms.
- Excellent communication and stakeholder management skills.
Preferred Qualifications
- ITIL Foundation Certification (essential)
- PMP Certification
- ISO 27001
- DCIM Certifications
- Bachelor's Degree in Information Technology, Engineering or a related discipline