Service Delivery Manager – Fixed Term
Minor Hotels Europe and Americas
contract
Posted on:
Location Type: Office
Location: Singapore • Singapore
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Tech Stack
About the role
- Serve as the primary onshore face to client leadership and AMS governance teams
- Manage a client environment with high levels of micromanagement, establishing boundaries, resetting expectations, and enforcing governance
- Drive weekly, monthly, and quarterly leadership connections
- Lead negotiations on SLA interpretation, priority conflicts, and classification debates
- Own end‑to‑end AMS operations across 13+ countries and 1100+ monthly tickets
- Enforce networking discipline to eliminate leakage and unbilled work
- Implement strict ITIL processes for Incident, Problem, Change, Service Request handling
- Address persistent resource attrition cycles and ensure knowledge retention
- Secure commercial discipline by ensuring proper effort categorization
- Establish a clear governance framework across onshore/offshore teams
- Prepare and lead operational reviews, watchlist updates, escalations, and improvement plans
Requirements
- 12–18 years of AMS/SAP/Salesforce/Enterprise IT experience
- At least 5 years in Service Delivery Manager or Engagement Lead roles
- Strong ITIL background, with preferred certification
- Solid understanding of SAP ECC/S4, BW, Salesforce, ServiceNow, and Mulesoft
- Experience handling multi‑tower ticketing ecosystems with high ticket volumes
- Must be able to manage revenue, margin, DVI/CMI, and contractual levers
Benefits
- Flexible work practices
- 40 hours of self-development every year with a huge selection of learning opportunities to choose from
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ITILSAP ECCSAP S4SalesforceServiceNowMulesoftService Delivery ManagementEngagement LeadIncident ManagementChange Management
Soft skills
client leadershipnegotiationgovernanceboundary settingexpectation managementresource managementknowledge retentionoperational reviewcommunicationproblem-solving
Certifications
ITIL certification