IT Service Delivery Manager - #1119949

This role maximizes customer satisfaction and IDEMIAs business value by ensuring solutions run in accordance with customers' contracts and by ensuring scalable maintenance of the solutions.

• Defines maintenance strategies in accordance with customer requirements (spare parts management, software updates, support team organization) and associated quotes

• Monitors customer service KPIs and maintenance budget, and drives associated action plans

• Manages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers)

• Ensures adequate communication with customer and internal stakeholders through meetings and reporting

• Proposes improvements to maintenance strategy throughout the life of the contract

• Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders

• Understands technical specification and client requirements, and solution architecture

• Defines strategy and manages maintenance activities for simple solutions

• Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer

• Prepares and communicates Supports Activities Reports

• Presents results to customer

Requirements:

• Minimum 5-8 years of experience in service delivery, technical support, or customer operations roles

• Strong communication and coordination skills, able to interact with internal teams and clients confidently

• Basic understanding of system maintenance processes (e.g. updates, issue handling, spare parts planning)

• Ability to work with support engineers, track service KPIs, and follow up on action plans

• Able to handle urgent or critical client issues with guidance from senior peers

• Proficient in using MS Office and service tools (e.g. ticketing systems, reporting tools)

Nice-to-Have:

• Experience working with government or enterprise clients

• Exposure to biometric, identity, or security technology solutions

• Familiar with crisis management or escalations

• Able to understand basic technical documentation or solution architecture (no need to be hands-on)

Other Info:

• This is an on-site position (based in Singapore), with limited flexibility for WFH only in exceptional cases