IT Service Delivery Manager

The IT Service Delivery Manager leads CHASSasia’s Service Delivery and Project teams to ensure high-quality IT support, smooth project execution, and strong customer satisfaction across our managed services and Microsoft cloud solutions. This role is accountable for overall team performance, operational delivery, and maintaining strong customer relationships.

Key Responsibilities

• Lead and mentor Project and Service Delivery Engineers.
• Plan resources, manage workloads, and monitor team performance.
• Ensure productivity targets and billable utilisation for engineers are met (weekly & monthly).
• Oversee timesheet accuracy, documentation quality, and operational discipline.

• Manage delivery of onsite (insource) and remote (outsourced) managed services.
• Ensure maintenance customers receive timely first response according to SLAs.
• Oversee managed service contract renewals and ensure timely invoicing.
• Monitor service performance trends and implement operational improvements.

• Oversee end-to-end delivery of IT projects (Microsoft 365, Azure, infrastructure, security, etc.).
• Coordinate with Sales, Presales, Technical, and Finance teams to ensure smooth execution.
• Track project milestones, manage risks, and ensure delivery within scope and timeline.

• Serve as escalation point for customers on service and project issues.
• Build strong customer relationships and maintain high satisfaction levels.
• Identify new requirements, upsell opportunities, and service gaps.
• Conduct periodic service reviews with key customers.

• Enhance service workflows, SOPs, and delivery frameworks.
• Implement ITIL-aligned best practices for incident, problem, and change management.
• Drive continuous operational improvement across the service department.

• Degree/Diploma in IT, Computer Science, Engineering, or related field.
• Minimum 5 years of experience in IT service delivery, operations, or project management.
• Proven leadership experience managing technical teams.
• Strong understanding of Microsoft 365, Azure, cloud technologies, and infrastructure.
• Excellent communication, customer engagement, and problem-solving skills.
• Able to work in a fast-paced environment and handle multiple priorities.
• Certifications in Microsoft 365, Azure, AWS, or ITIL preferred.