Service Delivery Manager

EmiNET,www.eminet.com.sg

EmiNET is a regional Managed Service Provider in IT, networking, wireless infrastructure, Cybersecurity, Cloud/System/Storage. HQ in Singapore with subsidiaries in Malaysia, Indonesia, Thailand and Vietnam.
We are a strategic partner and reseller of Aruba, Alcatel-Lucent, Cisco and Cisco Meraki, Dell, HPE, Huawei, Lenovo, Microsoft, Palo Alto, Ruckus, Sophos, Symantec, Veeam, Veritas.

EmiNET is expanding its business in Singapore and regionally and is looking for energetic and committed candidates to join us.

Position: Services Delivery Manager

Location: Singapore

Key Responsibilities

• Lead and drive the performance of the Service Delivery & Support team to meet and exceed operational targets and SLAs.
• Manage and mentor a team of IT support engineers across multiple disciplines, including networking, systems, cloud, cybersecurity, end-user computing, operating systems, and email platforms.
• Oversee both remote and onsite support services, including troubleshooting, incident resolution, ticket management, escalation, and closure.
• Provide technical leadership and guidance to ensure high-quality service delivery.
• Develop and strengthen L1 and L2 service capabilities in alignment with ITIL and ITSM best practices.
• Enhance and standardize remote and onsite maintenance procedures to achieve best-in-class service levels.
• Continuously improve IT support systems, including PSA and RMM platforms (inventory discovery, automation, remote access, patch management, SLA tracking, billing integration, CRM and financial system integration).
• Manage ticketing processes and documentation for deployment, commissioning, maintenance, and support activities.
• Oversee RMA processes for customers and coordinate with vendors on warranty and hardware replacement matters.
• Liaise with vendors and principals on technical escalations, including Level 3 support.
• Ensure full understanding of system configurations and technical/functional capabilities.
• Identify operational inefficiencies, security risks, and opportunities for improvement across systems and workflows.
• Support additional IT service requirements to ensure high customer satisfaction.
• Undertake regional assignments when required.
• Handle new technical responsibilities as assigned.

Requirements

• Diploma or Degree in Electrical/Electronic Engineering, Computer Engineering, Computer Science, or Information Systems from a recognized institution.
• Strong hands-on technical expertise in servers, storage, cloud platforms, backup solutions, and networking.
• Relevant certifications from vendors such as Microsoft, HPE, Huawei, or Lenovo.
• Minimum 5 years of technical experience in servers, storage, cloud, or networking environments.
• At least 3 years of experience managing and leading support/service engineering teams within an IT MSP or System Integrator environment.
• Minimum 3 years of practical ITIL implementation and process management experience.
• Proven track record of achieving or exceeding service targets and SLAs.
• Excellent troubleshooting skills across cloud, servers, storage, operating systems, cybersecurity, and network infrastructure.
• Strong communication and customer engagement skills, both written and verbal.
• Ability to work effectively across all organizational levels, independently and within a team environment.

Attractive salary commensurate with experience. Able to start work immediately with shortnotice.