Managed Services Delivery Manager

Managed Services Manager (12 Months Contract)  

Role Overview
Our client is seeking an experienced Managed Services Manager to oversee the end-to-end delivery of managed services for enterprise clients. You will act as a key management partner and trusted advisor to the customer, serving as the central point of contact for service delivery, technical escalations, operational issues and cross-functional coordination.

The role requires strong program management, stakeholder engagement and problem-solving capabilities, together with a solid understanding of IT services, business operations and enterprise technology environments.

Key Responsibilities

• Take overall ownership of managed services delivery, ensuring services are delivered in line with agreed scope, service levels, quality and business objectives.
  
  
• Act as the primary management focal point for customers on service-related matters, technical escalations and integration activities.
  
  
• Serve as a key liaison between customers, internal service delivery teams, account teams and technical specialists.
  
  
• Build strong customer relationships and operate as a trusted IT management partner, helping customers achieve their business and technology objectives.
  
  
• Partner with customers to understand their critical IT services, business priorities and operational requirements, ensuring service delivery teams are aligned accordingly.
  
  
• Lead and manage service escalations, coordinating the appropriate technical, engineering, account management and senior leadership resources when required.
  
  
• Develop, maintain and communicate outage communications and action plans, ensuring customers remain informed of key activities, milestones, decisions and recovery progress.
  
  
• Engage technical and product engineering teams when issues require advanced technical expertise, problem duplication, design-level investigation or complex resolution.
  
  
• Coordinate communication between customers, account teams and engineering teams throughout the escalation and resolution process.
  
  
• Manage the end-to-end change management process, assessing and coordinating changes to service scope, deliverables, service levels, products, configurations, volumes or sites.
  
  
• Assess the impact of proposed changes on cost, schedule, quality and service commitments, ensuring appropriate governance and stakeholder alignment.
  
  
• Identify service delivery risks and develop effective mitigation and contingency plans.
  
  
• Lead cross-functional teams to remove delivery barriers, resolve complex issues and achieve successful business outcomes.
  
  
• Apply industry best practices, project management methodologies and structured problem-solving approaches to continuously improve service delivery.
  
  
• Drive opportunities for innovation, simplification, cost optimisation and service improvement.
  
  

Requirements

• Degree or equivalent qualification in IT, Computer Science, Engineering, Business or a related discipline.
  
  
• Proven experience in managed services, IT service delivery, program management or enterprise technology environments.
  
  
• Experience working with enterprise customers and multiple stakeholders is highly advantageous.
  
  
• Strong understanding of IT technology fundamentals, enterprise infrastructure and current technology trends.
  
  
• Strong program and project management capabilities, with experience in planning, tracking, governance and delivery.
  
  
• PMP, PRINCE2 or ITIL certification is preferred.
  
  
• Excellent stakeholder management and communication skills, with the ability to influence effectively across different levels of an organisation.
  
  
• Strong business acumen and analytical skills, with the ability to translate complex business or technology challenges into practical solutions.
  
  
• Demonstrated ability to manage technical escalations, operational risks and complex service issues.
  
  
• Strong understanding of risk management, including the ability to identify risks, develop mitigation plans and make timely decisions.
  
  
• Ability to understand different technical domains and assess their potential business impact, opportunities and risks.
  
  
• Strong leadership skills with the ability to form, lead and collaborate with cross-functional teams to achieve desired outcomes.
  
  
• Highly accountable, proactive and results-oriented, with a strong sense of ownership and urgency.
  
  
• Adaptable and comfortable working in fast-paced and ambiguous environments, with the ability to manage changing priorities effectively.
  
  
• Excellent verbal, written and presentation skills, including the ability to prepare clear and professional documentation.
  
  

How to Apply: Interested applicants, please click on the “Apply Now” to submit your updated resume.

Please note: Due to the anticipated high volume of applications, only shortlisted candidates will be contacted. All information provided will be treated with strict confidentiality and used solely for recruitment purposes.

Cheah Wei Ee
Team Lead - Contracting
EA Personnel No: R23114782
Peoplebank Singapore Pte Ltd | EA Licence No: 08C5248