Service Delivery Manager - Toa Payoh

The SDM will act as the key interface between internal delivery teams, strategic partners, and hospital management stakeholders.

• Service Governance & Performance
• Oversee the delivery of IT services to ensure alignment with contractual SLAs and KPIs.
• Develop, implement, and monitor service governance frameworks to ensure operational excellence.
• Drive continuous service improvement initiatives in collaboration with internal teams and partners.
• SLA Management
• Ensure all service level agreements are tracked, reviewed, and reported accurately.
• Facilitate SLA review meetings with hospital management and ensure remediation plans are in place for breaches.
• Maintain documentation of all SLA deviations and improvement efforts.
• Client & Stakeholder Engagement
• Act as the primary point of contact for hospital stakeholders regarding service performance and escalations.
• Coordinate with CTC Global and other third-party vendors to align service expectations and delivery.
• Build trusted relationships with key stakeholders through regular communication and value-driven reporting.
• Monthly & Executive Reporting
• Prepare and deliver monthly service reports, covering SLA compliance, incident trends, staffing metrics, and performance insights.
• Present performance dashboards and risk updates to hospital management and executive leadership.
• Staffing Oversight
• Monitor service desk and field support resource allocations to meet contractual obligations.
• Assess and escalate staffing gaps or performance concerns proactively.
• Work closely with HR and technical leads to address training, performance, or resourcing issues.

• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• Minimum 5 years of experience in IT service management or delivery, preferably within a healthcare or critical environment.
• Strong knowledge of ITIL framework and SLA management best practices.
• Proven experience managing third-party vendors and client expectations.
• Excellent communication, stakeholder management, and analytical skills.
• Experience with governance reporting and service review presentations.

• ITIL Foundation or Practitioner certification.
• Experience working with hospital systems or healthcare IT compliance.