Service Delivery Manager in Penarth

Join Our Team at Thatz International Pte Ltd

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At Thatz International Pte Ltd, we are committed to identifying exceptional talents to drive the growth of our Next-Generation digital solutions and services in the new norm.

If you're passionate about leveraging technology to make a difference, we want to hear from you!

• CORE VALUES
• Integrity
• System
• Consistency
• Forward Looking
• Humanity
• Environmental Friendly
• Service Delivery Manager

Work Location

Central, Singapore

Job Type

3 years Contract, subject to renewal

About the Role

The Service Delivery Manager is responsible for ensuring the successful onboarding, delivery, and ongoing support of the Charity Sign Up System for subscribing charities.

Working closely with the existing technology team, this client facing role manages the end to end onboarding process, coordinating with charities, internal teams, and external vendors to ensure timely service setup and a seamless transition into operations.

The Service Delivery Manager is also responsible for establishing standardized onboarding templates, processes, and governance to drive efficient, consistent, and high quality service delivery while building strong client relationships and supporting continuous service improvement.

• Primary Responsibilities
• Lead the end to end onboarding process for subscribing charities, ensuring timely service setup, operational readiness, and a seamless transition into the Charity Sign Up System.
• Coordinate with charities, internal teams, and external vendors to manage onboarding activities, project timelines, dependencies, and issue resolution throughout the implementation process.
• Develop, maintain, and continuously improve standardized onboarding templates, documentation, workflows, and operating procedures to enable efficient and consistent service delivery.
• Manage day to day service delivery and operational support for the Charity Sign Up System, ensuring service quality, timely issue resolution, and adherence to agreed service levels.
• Monitor service performance and coordinate with the Technology team and external vendors to ensure timely resolution of incidents, implementation of service improvements, and maintenance of agreed service levels.
• Build and maintain strong relationships with subscribing charities by serving as the primary operational contact, conducting regular service reviews, and providing guidance on system capabilities and best practices.
• Coordinate service configuration, user onboarding, access provisioning, and operational readiness activities to ensure successful service implementation.
• Ensure compliance with established service management processes, governance standards, and operational documentation.
• Track, report, and communicate onboarding progress, operational performance, service metrics, risks, and improvement initiatives to management and key stakeholders.
• Identify opportunities to enhance operational efficiency, streamline onboarding processes, and improve the overall client experience through continuous service improvement initiatives.
• Work closely with the Technology team, business stakeholders, and external vendors to support new initiatives, system enhancements, and other related duties as assigned.
• Perform other related tasks as when required.
• Job Requirements
• A Bachelor Degree in Computer Science/Engineering, Science, IT, Engineering or related field.
• Minimum 5 years of progressive experience in IT service delivery, client onboarding, project coordination, or service management, preferably within a technology solutions, Saa S, or managed services environment.
• Proven experience managing end to end client onboarding, implementation, or service transition activities while coordinating multiple stakeholders, timelines, and deliverables.
• Experience working with cross functional teams and external vendors to deliver technology solutions and ensure smooth operational service delivery.
• Strong understanding of IT service management principles, including incident management, service request fulfilment, service level agreements, and continuous service improvement.
• Working knowledge of Microsoft 365, Microsoft Entra ID, Azure, or similar cloud based technologies would be an advantage.
• Experience using project and service management tools such as Jira, Service Now, Microsoft Project, Smartsheet, or equivalent platforms.
• Strong organisational, analytical, and problem solving skills, with the ability to manage multiple priorities in a fast paced environment.
• Excellent communication, stakeholder management, and client engagement skills, with the ability to build trusted relationships and deliver a high standard of customer service.
• Self-motivated, detail oriented, and proactive, with a commitment to process improvement, operational excellence, and delivering positive client outcomes.
• Equal Opportunity Employer

We are committed to fair employment practices and consider all applications based on merit.

We encourage diversity and do not discriminate based on race, religion, gender, or any other characteristic.

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