Service Delivery Manager

Key Responsibilities
People Management

Manage staff assigned/stationed at the customer sites

Service Delivery Management

Implement and manage service delivery management projects and coordinate internal resources (Subject Matter Experts) and internal/external resources to support daily operation and project delivery

Act as single point of contact for the quality of service and performance provisioned to the customers; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

Maintain high level of customer satisfaction and work with relevant teams to implement service improvement plans, reporting on implementation against agreed Service Improvement Plans (SIPs), and support coordination of proposed actions.

Own the ITSM - Incident Management (end to end ownership of tickets, especially major and critical ones), Problem Management, Change Management, Asset Management, Vendor Management, Master Service Agreement and Contract Management, Reporting cadence

Improve governance (policies, standards, guidelines) on successful delivery outcomes e.g. industry compliances, delivery frameworks/playbooks, port-mortem reviews

Cross Group Collaboration

Work closely with Sales to

a) deepen customer relationships with high level of customer satisfaction

b) identify new opportunities

Work closely with all technical group/vendors and partners to support daily operations and project delivery

Qualifications/Experience/Knowledge

Degree or other equivalent

At least 5 years of IT Service Delivery Management experience

At least 3 years of user production support

Expert in ITSM - Incident Management, Problem Management, Change Management, Asset Management, Vendor Management, Contract Management

Understanding of IT Services Offerings

Understanding infra stack i.e. x86, Unix, storage, networks, security, desktops/laptops/devices, servers

Knowledge of IT lifecycle management

Possess strong problem-solving skills and able to prioritise and manage multiple tasks

Mature critical situational management skills

Strong communication skills

Strong interpersonal and stakeholder management skills with ability to coordinate between technical and business teams

Able to interact with various levels of internal and external stakeholders both in written and verbal forms

Ability to efficiently understand client organizations and their business model and to tailor relevant processes to privacy requirements.

ITIL Certification will be an added advantage

Please email your cv to Career@U3infotech.com



About the Company

U3 Infotech is a Technology Solutions, Managed Services, and Talent Management Solutions company with over 2 decades of experience in the APAC region since 2002.

Our clients include Fortune 100, MNCs, Leading Regional Organizations, Government organizations, and Start-ups.

We work with clients across Banking, Insurance, Bioscience, Pharmaceutical, Healthcare, Engineering, Product, and Supply Chain domains.



We have been growing rapidly through value creation, solving complex problems, and addressing the opportunities of our clients’ businesses.

We differentiate ourselves through our deep commitment at all levels, entrepreneurial mindset, outcome-driven approach, and financial resources