IT Service Delivery Manager (Managed Services)

Role summary

You are the layer between our engineers and the Managing Director. When a client's problem goes beyond what an engineer can resolve, it comes to you, and it stops with you. You run service delivery day to day for the clients Evernet serves, within the scope, service levels and runbooks Evernet sets: the queue, the service levels, the roster and the escalations. You manage the engineers who do the work, in Singapore and in other countries, and the Tech Lead. You are the person a client's owner or general manager calls when something has gone wrong, and you have the authority to answer them on the spot. You are technical enough to judge whether an engineer got it right, but you do not do the engineering yourself. The role stops at money and contracts, which stay with the Managing Director, and at the technical approach, which the Tech Lead decides.

Key responsibilities

Delivery operations

The service is healthy when every ticket has an owner who can act, every waiting ticket has a date, and nothing reaches the Managing Director that you could have handled. You own that outcome.

• Own SLA attainment across all clients, with the most attention on clients on 24x7 service levels
• Make the escalation path work as written: engineers escalate to you, and you decide what, if anything, goes further
• Dispatch and reassign work, including work belonging to engineers more technical than you
• Allocate engineers' time between project work and the queue, and publish the weekly roster
• Own the on-call scheme and the after-hours rota, and make sure no after-hours call goes unanswered
• Be the single point of contact for client communication during a P1 or Sev 1. You are not the technical lead on the fix
• Keep client documentation and runbooks current: the engineers write and update them, and you check them

People

• Manage every engineer in service delivery and the Tech Lead: one-to-ones, performance reviews, development plans and day-to-day direction
• Manage the remote support team in another country, through its lead where there is one, and through clear written process, data and handovers
• Set and hold the standard: when the team agrees a process, it is followed
• Handle people matters that arise from client complaints: reassigning, coaching, warning, and recording it in performance
• Take part in hiring for delivery roles: shortlist, interview and recommend. The Managing Director makes the hiring decision

Clients

• Take client escalations, including from clients' owners, general managers and finance heads who are not technical. Explain what happened in business terms, take responsibility for the service, and commit to what happens next
• Lead service reviews with clients, and present the monthly service report
• Where the Managing Director is a client's named service manager, you are the deputy for delivery and take that client's service escalations first
• Write post-incident reports after a P1 or Sev 1
• Spot opportunities for new work, such as ageing equipment or repeated out-of-scope requests, and hand them to Sales. You do not quote or sell

Clients on 24x7 service levels

Some clients are on 24x7 service levels, for example a 30-minute first response and a two-hour Sev 1 restore. For them, Evernet provides after-hours monitoring and first response through a NOC, with on-call L2 engineers behind it and vendor TAC behind the Tech Lead. This adds to 3.1 and 3.3:

• Major incidents after hours. The NOC or the on-call engineer calls you for a Sev 1. You run the client communication, coordinate the response, and decide whether the Managing Director needs to be involved.
• The NOC operating model. You own how the NOC works: shifts, handovers, escalation rules, staffing, and its performance, whether the NOC is Evernet's own team or a partner. The Tech Lead owns the monitoring tools, alert rules and thresholds.
• New clients on the NOC. You agree the readiness criteria with the Tech Lead before a client goes live on the NOC, and the Managing Director decides whether the dry run passes.

Skills required

Skills (required)

• Client escalations with non-technical decision-makers: you have taken escalations from a client's owner or senior management as the accountable person, explained a technical failure in business terms, and kept the client
• Leading engineers: you have led a team of engineers with real authority over their rostering and performance, not only as the most senior colleague
• Multi-client service delivery: you have delivered service to several clients at once, including small and mid-size businesses, against service levels and contract scope
• Enough technical grounding in networks, servers and Microsoft 365 to read a ticket history and judge whether the work was right. You do not need to be able to do the work yourself
• Incident communication: running Sev 1 updates to clients and management: what happened, the impact, the next step and the time of the next update
• English, written and spoken, because you write to clients without review, run client service reviews and manage a team across countries

Skills (preferred)

• Building a new team, especially one that works 24x7
• Running a 24x7 service, with your own shift team or through an outsourced NOC or service provider
• Managing a team in another location, ideally in another country
• A PSA tool (HaloPSA, ConnectWise, Autotask or similar) and IT Glue
• Mandarin, because some client management prefer to discuss service matters in Mandarin

Behaviours

This is not a role where you wait to be told. You will be given authority on day one. You are expected to use it, to tell the Managing Director what you decided afterwards, and to come with a recommendation, not only a problem. If you would rather check with someone before acting, this role will be uncomfortable and you should not apply.

The behaviours below are pass or fail. Everything else can be learned.

• You own the outcome. When something is broken, you fix it or you raise it. You do not wait for someone to notice.
• You decide. Within your authority, you make the call. You do not pass decisions up because they are uncomfortable.
• You face conflict. You can tell a client that something is out of scope, and tell an engineer that their work is not good enough, plainly and respectfully.
• You communicate without being chased. The Managing Director hears about a problem from you first, and gets your weekly report without asking.
• You look after the team. You know how each engineer is doing, and you develop them. You do not protect the client relationship at the engineers' expense, in front of the client or anywhere else.
• You manage, you do not fix. In an incident, you run the response and the communication. You do not pick up the keyboard.

Certifications

Required. None.

Preferred: - ITIL 4 Foundation - Microsoft 365 Fundamentals (MS-900)

Experience and education

• Experience in IT service delivery on the provider side: a managed service provider is preferred. A systems integrator, NOC or telco background is also considered if you have led a small team with limited resources
• Experience leading engineers, with authority over rostering and performance
• Experience taking client escalations as the accountable person
• In-house IT experience alone is not enough for this role: it needs the habit of managing against contract scope, which comes from serving several clients
• A degree is not required

Working conditions

• Location: Singapore, office-based, like the rest of the local team. You visit client sites, including during a major incident, and meet clients in person for service reviews and escalations.
• Hours: weekdays 09:00–18:00 SGT.
• After hours: you are the escalation point for major incidents. You are not on the routine on-call rota. When the NOC or the on-call engineer calls you for a Sev 1, you answer within 30 minutes and take over client communication. After a night call-out, you start late the next morning. A standby allowance is paid.
• Customer security screening: some clients require security screening and a confidentiality undertaking before you work on their service.
• Right to work: you need the right to work in Singapore, or must be eligible for a work pass.

About Evernet

Evernet Systems is a managed service provider headquartered in Singapore, serving small and mid-size businesses across a range of industries. Our mission is to be the most valuable IT partner to our clients, delivering Managed IT, Secure IT and AI-augmented productivity. We are moving from a traditional MSP to a Managed Intelligence Provider (MIP), and we work with a growth mindset: 1% better every day.

Our brand promise: Productivity and Peace of Mind, Delivered.

Our core values. We are a lean team, and six values guide how we work:

1. Win-Win-Win or No Deal. Every decision must be a win for the customer, for Evernet and for the team. If it cannot be, we walk away.
2. Communicate Clearly, with Empathy and Compassion. We give context, listen before we respond, and seek to understand before we act.
3. Behave Like a Winner - Take Ownership and Be Accountable. Full responsibility for our tasks and decisions. No blame, no excuses. We win or we learn.
4. Growth Mindset with 1% Daily Improvement. Continuous learning and small improvements, every day.
5. Practise Zero Trust Towards IT Security. Every access request is verified. Security is a culture, not just technology.
6. Leverage AI Tools to Boost Productivity. We learn and apply AI in our daily work. It is how we work, not an option.

Evernet Systems is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

How to apply

Apply through the link in this advert. Your application is held in our recruiting system and handled in line with Singapore's Personal Data Protection Act. If your experience matches, we will invite you to a short first-round call.