Service Delivery Manager

Who we are

As Singapore's first institute for lifelong learning, the Singapore University of Social Sciences (SUSS) champions inclusivity to bring education to all and ensure that they are given equal opportunities to develop to their fullest potential in our diverse learning environment.

We advocate for the same for our people. We believe everyone should have equal opportunities and develop to their fullest potential in their careers.

Embark on an exciting lifelong journey with us in making a positive difference in your career and serving our society.

For more information on Singapore University of Social Sciences, please visit www.suss.edu.sg

About the job

The Service Delivery Manager at SUSS plays a pivotal role in ensuring the seamless delivery of IT services to our faculty, staff, and students. You will be responsible for overseeing the entire service delivery lifecycle, from planning and design to implementation and support. You will be a strategic thinker and a hands-on leader, driving continuous improvement and exceeding service expectations.

What you will be doing

Key Responsibilities: 

• Develop and implement IT service strategies and policies aligned with SUSS's overall business objectives.
• Design, build, and manage high-quality IT services that meet the needs of the university community.
• Oversee the implementation of service level agreements (SLAs) and ensure service delivery meets agreed-upon metrics.
• Monitor and manage service performance, identifying and resolving service issues proactively.
• Continuously improve service delivery processes through automation, standardisation, and best practices.
• Lead and motivate a team of IT professionals, including service desk analysts, field engineers, and technical specialists.
• Foster a collaborative and results-oriented team environment.
• Ensure effective communication and collaboration between the service delivery team and other departments.
• Build strong relationships with internal stakeholders (faculty, staff, students) to understand their needs and pain points.
• Proactively communicate service updates, outages, and resolutions to stakeholders.
• Manage escalations and ensure timely resolution of critical issues.
• Possess a strong understanding of IT service delivery best practices and frameworks (ITIL, ITSM).
• Stay up to date on the latest IT trends and technologies relevant to service delivery.
• Evaluate and recommend new technologies and solutions to improve service efficiency and effectiveness.

Job Requirements:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Minimum of 5 years of experience in IT service delivery or management.
• Proven track record of success in leading and motivating IT teams.
• Strong understanding of IT service management principles and frameworks (ITIL, ITSM preferred).
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently and prioritise multiple tasks in a fast-paced environment.
• Demonstrated commitment to continuous learning and professional development.
• Experience with cloud-based service delivery solutions.
• Project management experience.
• Strong analytical and reporting skills.
• Certifications in IT service management (e.g., ITIL certifications).

What Do We Offer

At SUSS, we advocate the Spirit of Learning and pride ourselves as lifelong learners. You will gain access to various learning platforms and plenty of development opportunities to support your growth in a meaningful career!

Besides that, you will also get:

• Competitive Pay Package
• Hybrid Work Arrangement (Subject to Job Role)
• Medical Benefits
• Flex Benefits
• Family Care Leaves
• Volunteer Service Leaves
• Wellness & Recreation Activities
• Lifelong Learning Opportunities
• Career Development Opportunities through Internal Job Postings and Transfers

Application Process

Interested applicants are invited to apply directly to our Career Portal. We regret that only shortlisted candidates will be notified.