Service Delivery Manager (ITSM / SMO / Infrastructure Operations)
About the Role
We are seeking an experienced Service Delivery Manager to lead enterprise IT service delivery, operational governance, and service management across complex multi-vendor environments. The successful candidate will be responsible for ensuring operational excellence, driving continuous service improvement, and partnering with senior stakeholders to deliver high-quality IT services aligned with business objectives.
This role is ideal for professionals with strong experience in ITIL Service Management, Service Management Office (SMO), Infrastructure Operations, Vendor Management, and IT Service Governance.
Key Responsibilities
Service Delivery & Operations
- Lead end-to-end IT service delivery across multiple infrastructure and application support towers.
- Ensure delivery of services in accordance with agreed SLAs, KPIs, and operational targets.
- Monitor service health, availability, capacity, and operational performance.
- Drive operational stability through proactive incident, problem, and change management.
- Lead major incident management and oversee root cause analysis (RCA) and corrective actions.
IT Service Management (ITSM)
- Govern ITIL processes including Incident, Problem, Change, Request, Knowledge, and Configuration Management.
- Establish and maintain Service Management Office (SMO) governance frameworks.
- Drive continual service improvement initiatives and ITSM maturity.
- Ensure CMDB accuracy, audit readiness, and process compliance.
Vendor & Service Governance
- Manage multiple vendors and outsourced service providers.
- Conduct regular service reviews and governance meetings.
- Monitor vendor performance against contractual obligations and SLAs.
- Manage service credits, penalties, risk registers, and escalation processes.
- Support contract governance including Statements of Work (SOW), Master Service Agreements (MSA), renewals, and commercial discussions.
Stakeholder Management
- Act as the primary point of contact for business and technology stakeholders.
- Prepare executive dashboards, service reports, and governance presentations.
- Present operational performance to senior leadership including CIOs, CTOs, and business executives.
- Build strong relationships across business units to align technology services with business priorities.
Transformation & Continuous Improvement
- Lead IT transformation initiatives focused on automation, standardisation, and operational efficiency.
- Drive Lean Six Sigma and process improvement programmes.
- Implement service automation, AI-enabled reporting, and operational dashboards.
- Support Agile and Waterfall project delivery where required.
Team Leadership
- Lead, mentor, and develop service delivery and operations teams.
- Manage workforce planning, onboarding, capability development, and performance management.
- Foster a culture of accountability, collaboration, and continuous improvement.
Requirements
- Bachelor's Degree in Information Technology, Computer Science, Business, or related discipline.
- Minimum 10 years of experience in IT Service Management, Infrastructure Operations, or Service Delivery.
- At least 5 years in a leadership or management role overseeing enterprise IT operations.
- Strong knowledge of ITIL Service Management practices.
- Experience managing large-scale enterprise or global service delivery environments.
- Proven experience in vendor management and multi-supplier governance (SIAM experience is advantageous).
- Experience with Service Management Office (SMO) operations and governance.
- Strong understanding of SLA, KPI, OLA, and service reporting.
- Experience managing Major Incident, Problem, Change, and Risk Management processes.
- Strong stakeholder management and executive communication skills.
- Experience driving operational transformation and continuous improvement initiatives.
Preferred Qualifications
- ITIL Certification
- PMP Certification
- Lean Six Sigma Green Belt / Black Belt
- SAFe Agilist or Agile Certification
- Experience working within Banking, Financial Services, Insurance (BFSI), Telecommunications, or large enterprise environments.
- Exposure to global delivery models and shared services.
Key Skills
- IT Service Management (ITSM)
- ITIL
- Service Delivery Management
- Service Management Office (SMO)
- SIAM
- Vendor Management
- Infrastructure Operations
- Major Incident Management
- Problem Management
- Change Management
- Service Governance
- SLA & KPI Management
- Executive Reporting
- Continuous Improvement
- Lean Six Sigma
- Agile Delivery
- Risk Management
- Operational Excellence
- Stakeholder Management
- Contract & Commercial Governance
Why Join Us
- Opportunity to lead enterprise-scale IT service delivery.
- Work with senior business and technology stakeholders.
- Drive strategic transformation and operational excellence initiatives.
- Collaborative environment with opportunities for career growth and leadership development.
Interested candidates may apply directly with an updatedresume. Only shortlisted candidates will be notified. Information provided inthis advertisement is for recruitment purposes only.
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Cornerstone Global Partners (EA LicenseNumber: 19C9859) is an affirmative equal-opportunity employer and recruitmentfirm. We evaluate qualified applicants without regard to race, colour,religion, creed, gender, sexual orientation, gender identity, maritalstatus, national origin, age, veteran status, disability, or any otherprotected class.
Eugene Then
[Confidential Information]
EA Registration Number: R22104742.
Cornerstone Global Partners Pte Ltd (EA License:19C9859)
