Urgent !!! Service Delivery Manager (ITIL, SLA)

TRUST RECRUIT PTE. LTD.


Date: 17 hours ago
Area: Singapore, Singapore
Salary: SGD 6,000 - SGD 7,500 per month
Contract type: Full time

Highlights:

  • Permanent job opportunity
  • Great remuneration & benefits
  • Great career progression
  • CAT 1 security clearance is a must
  • Location: Ubi

Responsibilities:

  • Develop and execute a company-wide customer success strategy to drive retention, satisfaction, and loyalty
  • Oversee post-implementation services, ensuring uptime, proactive maintenance, and service stability
  • Lead help desk operations and ticketing performance to ensure SLA compliance and timely resolution
  • Serve as the escalation point for complex client issues, working cross-functionally to deliver effective outcomes
  • Implement regular performance audits and customer feedback loops to enhance service delivery
  • Use customer insights and analytics to identify opportunities for improvement and innovation
  • Define and monitor KPIs such as Net Revenue Retention (NRR), Customer Health Score, and SLA Compliance Rate
  • Hire, mentor, and lead a high-performing team while fostering a customer-first, metrics-driven culture
  • Collaborate closely with Product, Sales, and Technical teams to align success efforts with company strategy

Requirements:

  • Bachelor’s degree in business, IT, or a related field
  • At least 8 years of experience in customer success, technical support, or a related role, with at least 3 years in a leadership position .
  • Proven experience in aligning customer success strategies with organizational growth goals
  • Strong understanding of post-implementation support, SLA management, and service delivery processes.
  • Familiarity with help desk systems, customer success tools, and IT service management frameworks (e.g., ITIL).
  • Ability to develop and implement comprehensive customer success strategies that align with the company's goals and objectives
  • Proficiency in building and maintaining strong relationships with customers, understanding their needs, and ensuring their satisfaction to foster loyalty and retention
  • Skill in analyzing customer data to inform strategies, predict behaviors, and proactively address issues, thereby enhancing the customer experience
  • Expertise in designing and implementing processes that enhance team productivity and customer engagement, ensuring efficient and effective service delivery
  • Strong ability to articulate the value of customer success across the organization, advocate for customer needs, and influence stakeholders to align with customer-centric initiatives
  • Capacity to understand and share the feelings of both customers and team members, fostering a culture of support and collaboration
  • Ability to manage change, embrace new technologies, and lead teams through transitions to stay ahead in a dynamic business environment
  • Has good understanding of how customer success activities impact revenue, with the ability to identify opportunities for upselling, cross-selling, and reducing churn

HOW TO APPLY:

  • Last drawn salary
  • Expected salary
  • Notice period
  • Reason for leaving

We regret only shortlisted candidates will be notified.

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