Service Delivery Manager

The Service Delivery Manager (SDM) is accountable for the end-to-end delivery and governance of infrastructure managed services as outlined in the client SOW. This includes oversight of Unix/Linux systems administration, storage & backup, and network operations delivered under a 24/7 support model.

The SDM ensures that service quality, SLAs, and KPIs are consistently achieved, acts as the primary client interface for service delivery, and drives continuous improvement initiatives to maximize operational efficiency. This role requires a blend of technical service governance, people leadership, and client engagement skills.

Service Ownership & Governance

• Own the delivery of all services under the managed services scope (Unix/Linux, Storage, Network).
• Ensure service levels and contractual commitments are consistently met or exceeded.
• Oversee ITIL-aligned processes : Incident, Problem, Change, and Service Request management.
• Monitor and manage overall service health , proactively identifying risks and driving mitigations.
• Govern disaster recovery and business continuity compliance with client standards.

Client & Stakeholder Management

• Act as the primary point of contact for client stakeholders on service delivery matters.
• Conduct regular service review meetings (weekly/monthly/quarterly) with clients and internal teams.
• Manage escalations , ensuring quick resolution and transparent communication.
• Build strong client relationships through proactive engagement, trust-building, and accountability .

Operational Excellence

• Lead cross-functional service teams (Unix/Linux, Storage, Network administrators) to deliver seamless support.
• Drive root cause analysis (RCA) and service improvement plans for recurring issues.
• Oversee service reporting: SLA performance, incident trends, capacity/utilization reports.
• Manage vendor coordination and third-party services to ensure aligned delivery.
• Ensure adherence to change control, IT security, and compliance frameworks .

Leadership & People Development

• Provide leadership, direction, and performance management for service delivery teams.
• Mentor and coach service management officers and technical leads to develop next-level leaders .
• Foster a culture of accountability, customer focus, and continuous improvement .

• 10+ years’ experience in IT infrastructure service delivery, including at least 5 years in a client-facing leadership role .
• Strong background in infrastructure managed services/outsourcing engagements .
• Solid understanding of Unix/Linux, storage & backup, and networking technologies to manage cross-domain services.
• Proven track record in SLA governance, ITIL-based operations, and escalation management .
• Demonstrated success in building client relationships at senior operational or management levels.
• Strong financial and commercial awareness (budgeting, resource planning, contract compliance).
• Bachelor’s degree in Information Technology, Computer Science, or related field .
• ITIL v3/v4 certification required.
• Additional certifications in service management or project/program management (e.g., COBIT, PMP, PRINCE2) are highly desirable.

Other Relevant Information

• Work Set-Up: Onsite, Full-Time
• Schedule: Regular, with flexibility to support escalations and 24/7 operations governance

Thakral One is a consulting and technology services company headquartered in Singapore, with a pan-Asian presence. We focus primarily around technology-driven consulting, adoption of value-added bespoke solutions, enabling enhanced decision support through data analytics, and embracing possibilities in the cloud. We are heavily inclined towards building capabilities collaboratively with clients and believe strongly in improving grounded and practical outcomes. This approach is possible through our partnership with leading global technology providers and internal R&D teams. Our clients come from Financial Services, Banking, Telco, Government, Healthcare, and Consumer-oriented organisations.