Managed Service Delivery Manager

We are seeking a Managed Service Delivery Manager to lead and scale our cloud and infrastructure managed services operations. Reporting to the Business Unit Owner, this role is responsible for service delivery excellence, operational management, and client engagement across enterprise and public sector accounts.

The ideal candidate has a strong background in cloud or infrastructure operations, who is also comfortable managing client relationships and supporting account growth. You will play a key role in ensuring high-quality service delivery while identifying opportunities to expand services within existing accounts.

This role offers strong exposure to enterprise and Singapore government projects, with opportunities to contribute to the growth and direction of a fast-expanding cloud services practice.

Key Responsibilities

Client & Account Management

• Act as the primary point of contact for assigned accounts, building strong relationships with client stakeholders across IT and operations teams.
• Understand client environments and proactively identify opportunities for service improvements, optimisation, and expansion.
• Support account growth by collaborating with the Business Unit Owner on upselling and cross-selling services offerings.
• Participate in client meetings, service reviews, and performance reporting, ensuring high levels of customer satisfaction.
• Support engagements for partnerships particularly for enterprise and government clients.

Service Delivery & Operations Management

• Oversee end-to-end delivery and operations of cloud and infrastructure managed services, ensuring service reliability, performance, and compliance with SLAs.
• Work closely with internal engineering and support teams to ensure smooth service execution and continuous improvement.
• Establish and refine operational processes, frameworks, and governance models to support scalable growth.
• Ensure compliance with security standards, and client governance requirements, especially for public sector projects.

Cloud & Infrastructure Expertise

• Provide operational oversight for cloud environments (e.g., AWS, Azure, GCP), infrastructure systems, and platform services.
• Work with technical teams to ensure solutions align with best practices in cloud operations, security, and scalability.
• Stay updated on industry trends to support continuous improvement and innovation in managed services delivery.
• Drive a culture of operational excellence and customer-centricity.
• Identify gaps and implement improvements in service delivery, resource planning, and talent pipeline development.
• Support the scaling of operations to handle larger and more complex managed services engagements.

Requirements:
• Strong background in cloud operations, infrastructure support, or managed services delivery.
• Proven experience in a Service Delivery Manager / Operations Manager / Cloud Operations role.
• Experience managing enterprise accounts, with the ability to engage stakeholders and support account growth.
• Comfortable handling client-facing responsibilities, including service reviews and operational discussions.
• Familiarity with ITIL processes (incident, problem, change management) is preferred.
• Exposure to public sector environments in Singapore is a strong advantage.
• Working knowledge of cloud platforms (AWS, Azure, or GCP) and infrastructure environments.
• Strong problem-solving, communication, and stakeholder management skills.

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