Service Delivery Manager

This is NOT a passive monitoring role. We're hiring a Service Delivery Manager who will be the operational backbone of Evernet Systems — ensuring that every client's IT environment is operational, reliable, and secure 24×7. You own two things above all else: service delivery excellence and project delivery discipline. You work in close partnership with the Technical Lead — you own the "when, who, and how much" of delivery; the Tech Lead owns the "what and how" of engineering.

What You'll Do

• 1Own SLA compliance daily — identify at-risk tickets and take preemptive action before breaches; ensure every ticket has an owner, a next action, and a realistic timeline
• 2Manage the Service Delivery Coordinator (SDC) who handles scheduling, time entry auditing, and ticket monitoring
• 3Ensure all engineer time entries are complete, accurate, and billable — this is a daily discipline, not a monthly cleanup
• 4Track and report on key service performance metrics (response time, resolution time, first-contact resolution, SLA attainment)
• 5Deliver monthly executive summary reports to clients; prepare and present Quarterly Business Reviews (QBRs)
• 6Act as single point of contact for clients during P1 incidents — provide clear status updates while the Tech Lead fights the fire
• 7Own the full project lifecycle: scoping, estimation, kickoff, resource assignment, task tracking, weekly client updates, and post-project reviews
• 8Host daily morning huddle (09:00–09:30 SGT) and closing huddle (17:15–17:30 SGT); set priorities and ensure nothing falls through the cracks
• 9Direct management of all L1 engineers — scheduling, task assignment, performance reviews, and day-to-day guidance
• 10Lead performance reviews, OKRs, and fortnightly KPI reviews; address underperformance constructively but firmly
• 11Own the weekly on-call roster and after-hours escalation coordination
• 12Own Knowledge Base governance — structure, audit cadence, and documentation completeness standards
• 13Monitor and report on AI agent performance metrics as AI-powered services are deployed; manage the AI Ops dashboard alongside traditional SLA dashboards

What We're Looking For

• Ownership Mindset — you take 100% responsibility for service delivery outcomes; when something falls through the cracks, you fix the process, not blame the team (this is the #1 trait we hire for)
• Minimum 5 years' experience in service delivery or operations management, with at least 2 years in a management role; MSP or Systems Integrator background strongly preferred
• Demonstrated track record of SLA management, ticket queue governance, and client reporting
• Proven project management — scoping, estimating effort, allocating resources, tracking tasks, and delivering on time
• Strong executive communication (written + spoken English) — simplify complex situations into business language
• Proven ability to manage L1 and L2 engineers, lead daily standups, and hold teams accountable
• Proficiency in PSA tools (HaloPSA, ConnectWise, or Autotask), KB/documentation platforms (IT Glue, Hudu, or Confluence), and PM tools (ClickUp, Asana, or Monday.com)
• Must work Singapore business hours (09:00–18:00 SGT) consistently — non-negotiable regardless of physical location
• Proven remote collaboration discipline — proactive communication, escalate before being asked, over-communicate status
• Demonstrated willingness to adopt AI tools and manage hybrid human+AI service delivery

Nice to Have

• Direct MSP experience with multi-client service delivery dynamics
• Bachelor's degree in Business Management, IT, or related field
• ITIL Foundation, PMP, or equivalent project management certifications
• Familiarity with Agile/Scrum, Eisenhower Matrix, RACI matrix, S.M.A.R.T. communication model
• Technical literacy — understanding of Microsoft 365, networking basics, backup concepts, and security fundamentals
• Experience with analytics and reporting tools (MSPBots, BrightGauge, or similar)
• Hands-on experience with AI-powered dashboards, analytics platforms, or process automation tools

What We Offer

• Base Salary: SGD $4,000 – $5,000 per month
• Variable Performance Bonus — service delivery improvements, project outcomes, and client retention results are tracked and converted into bonus
• Fully remote — 09:00–18:00 SGT; we trust you to manage your time and deliver outcomes
• Direct Founder Access — work directly with the MD/CEO; your input shapes how the company operates
• Growth Path: opportunity to convert to permanent and grow into Regional SDM role as Evernet expands across Southeast Asia
• AI & MIP Journey: manage the delivery of new AI-powered services as they come online — at the forefront of how managed IT is evolving
• Culture: ownership, continuous learning, and AI-driven productivity — we win together and improve 1% every day

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