Service Delivery Manager

Company Overview

ERP21 PTE LTD is a technology company specializing in platform deployments and IT service management, delivering innovative solutions to enterprise clients with a focus on service quality and operational excellence.

Job Summary

You will lead client service delivery and platform operations across multiple accounts, ensuring service health, managing escalations, and driving continuous improvement. Collaborate with cross-functional teams and coach engineers to deliver exceptional client outcomes.

Responsibilities

• Own client service delivery by acting as the single point of accountability for platform deployments, service health, and client satisfaction across multiple accounts
• Manage platform operations including onboarding, monitoring, incident response, patching, and capacity planning to maintain stable environments
• Define, track, and report on governance metrics such as KPIs, SLAs, uptime, incident MTTR/MTBF, and overall service quality
• Lead transitions and go-lives by coordinating cross-functional teams for PoCs, cutover, hypercare, and business-as-usual handover
• Act as the escalation point for critical incidents, collaborating with SCADA, OT, and Azure cloud teams to quickly identify and resolve root causes
• Identify delivery, automation, or platform configuration gaps and work with engineering teams to implement continuous improvements
• Conduct client service reviews and translate technical issues into business impacts for client leadership engagement
• Coach and mentor delivery engineers, 2nd/3rd line support, and junior project managers to ensure knowledge transfer and maintain runbooks

Required competencies and certifications

• 5 years of experience in Service Delivery, IT Service Management, or Platform Operations
• Proven experience managing hybrid on-premises and cloud environments
• Strong knowledge and application of ITIL v4 practices including Incident, Problem, Change, and SLA management
• Demonstrated success managing enterprise clients and multi-stakeholder programs
• Excellent stakeholder management and communication skills, capable of briefing C-level executives and coaching engineers effectively
• ITIL Certifications