Service Delivery Manager, Consulting
EY · Singapore
At EY, we develop you with future-focused skills and equip you with world-class experiences. We empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.We work together across our full spectrum of services and skills powered by technology and AI, so that business, people and the planet can thrive together.
We’re all in, are you?
Join EY and shape your future with confidence.
The Opportunity:
We are seeking an experienced, resilient, and highly capable Service Delivery Manager (SDM) to lead a large-scale IT operations and managed services engagement. The SDM will be accountable for end-to-end service delivery, operational governance, stakeholder management, and leadership of a fully onshore team of 40-50 professionals.
The ideal candidate is a proven operations leader with deep technical expertise, exceptional people leadership capabilities, and the ability to manage mission-critical services in a complex and demanding environment.
Key Responsibilities:
- Lead and manage large-scale IT operations and support services.
- Own overall service delivery performance, ensuring compliance with contractual SLAs, KPIs, and operational commitments.
- Establish and maintain effective governance, operational controls, reporting mechanisms, and escalation procedures.
- Drive service excellence through continuous improvement, automation, and operational optimization.
- Provide decisive leadership during major incidents, critical service disruptions, and escalations.
- Lead, motivate, and manage a fully onshore multidisciplinary team of 40-50 personnel.
- Build a high-performance culture focused on accountability, collaboration, service quality, and customer satisfaction.
- Manage resource planning, workforce development, succession planning, and capability building.
- Coach and mentor team leads and key personnel to strengthen leadership across the operation.
- Provide strong technical leadership and maintain a hands-on understanding of large-scale enterprise operations and support environments.
- Oversee Incident, Problem, Change, Release, Service Request, and Knowledge Management processes.
- Drive service improvements covering operational stability, system reliability, platform modernization, and monitoring.
- Ensure effective management of operational risks, business continuity, disaster recovery, security, and compliance requirements.
- Act as the primary point of contact for senior client stakeholders.
- Build trusted relationships across business, technology, executive, and third-party stakeholder groups.
- Lead governance meetings, service reviews, steering committee discussions, and executive reporting.
- Manage stakeholder expectations and drive timely resolution of issues and escalations.
- Ensure adherence to organizational policies, service management frameworks, contractual obligations, and regulatory requirements.
- Monitor service performance metrics and drive corrective and preventive actions where required.
- Manage operational risks and ensure readiness for audits and governance reviews.
To qualify for the role, you will need:
- Bachelor’s or Master’s degree in Computer Science, Information Systems, or related field.
- Minimum 15 years of IT industry experience.
- At least 5 years of experience in a Service Delivery Manager, Operations Manager, or equivalent leadership role.
- Proven experience leading large-scale IT operations or managed services engagements.
- Demonstrated experience managing teams of 40-50 personnel or larger, preferably in a fully onshore delivery model.
- Experience operating within mission-critical, highly available enterprise environments.
- Strong track record of managing complex stakeholder landscapes and executive-level engagements.
Skills and Attributes for Success:
- Exceptional leadership, people management, coaching, and team-building capabilities
- Highly resilient and able to remain composed, decisive, and effective under pressure.
- Strong decision-making, problem-solving, conflict-resolution, and crisis-management abilities.
- Deep understanding of IT Service Management (ITSM), Application Maintenance and Support (AMS), infrastructure and cloud operations, and service monitoring.
- Strong knowledge of Incident, Problem, Change, Release, Service Request, and Knowledge Management practices.
- Working knowledge of business continuity, disaster recovery, cybersecurity, operational governance, and service reporting.
- Excellent communication, presentation, negotiation, and influencing skills.
- Strong executive presence with the ability to engage senior client and organizational leadership
- Proven ability to align multiple stakeholders across business and technology functions.
- PMP (Project Management Professional) or an equivalent recognized project management certification is mandatory
- Good to have Certifications:
- ITIL v4 Managing Professional, ITIL Expert, or an equivalent IT Service Management certification.
- PRINCE2 Practitioner, Scrum Master, or relevant cloud certifications such as Microsoft Azure, AWS, or Google Cloud.
- Experience managing Application Maintenance and Support engagements.
- Experience delivering or supporting OutSystems projects or enterprise low-code platforms is a plus.
- Experience leading teams supporting digital transformation and customer-facing platforms.
- Experience working with government agencies, public-sector organizations, or large enterprises is advantageous.
What working at EY offers
EY offers a competitive remuneration package where you’ll be rewarded for your individual and team performance. We are committed to being an inclusive employer and are happy to consider flexible working arrangements. Plus, we offer:
Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.
Company description
EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.
Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.
EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.
All in to shape the future with confidence.