IT Service Delivery Manager (Managed Services)

Run day-to-day IT service delivery at Evernet Systems, a Singapore-based managed service provider (MSP). You own the service desk queue and SLA performance, keep client projects on schedule, handle client communication during major incidents, and lead our L1, L2 and NOC engineers. Location: Singapore preferred. Remote considered, with regular travel to Singapore Type: Full time Hours: Weekdays 09:00–18:00 SGT, plus after-hours major-incident communication for clients on 24x7 service levels Reports to: Technical Director Salary: Basic Salary + Performance Bonus + On-call Allowance About the role This is a hands-on role for someone who loves to take charge and make things happen. You run Evernet's service delivery every day. You make sure every ticket has an owner and a next step, every SLA is met, and every client project moves on time. The ticket queue and projects share the same engineers, so you decide who does what, and when. You work alongside our Tech Lead: you own when, who and how much ; the Tech Lead owns what and how . You are not expected to be the deepest technical person in the room. What we offer • Real ownership from day one. You have the authority to assign and reassign work across the whole team, including work belonging to engineers more senior or more technical than you. • Judged on two numbers, not utilisation. SLA response attainment, and project milestones delivered on the promised date. We don't measure utilisation, because overloaded people are how tickets end up sitting. • Direct founder access. Work closely with our founders; your input shapes how the company runs. • At the front of AI in managed IT. Help build our AI operations as we grow from a traditional MSP into a Managed Intelligence Provider. • A clear start. A structured first 90 days, so you know what good looks like. • Certification support. We pay your ITIL 4 Foundation exam fee. • Growth as we expand across Southeast Asia. What you'll do Run the service desk queue and SLAs • Own SLA performance across all clients; act on at-risk tickets before they breach • Assign and reassign work in our PSA (HaloPSA), and handle escalations when a ticket stops moving • Be the single point of contact for clients during major incidents (P1), by day or night for clients on 24x7 service levels • Own the on-call roster, working with our after-hours NOC team Deliver client projects • Plan and roster engineer time between projects and the daily queue, and publish the weekly roster every Friday • Track milestones, send weekly client updates and run post-project reviews Lead the team • Host the morning and closing huddles every day • Run one-to-ones, performance reviews and OKRs for our L1, L2 and NOC engineers • Lead the building and upkeep of our knowledge base, and assign the work to engineers • Review the time-entry errors our AI flags, and correct them with each engineer Report to clients • Send monthly service reports and run Quarterly Business Reviews (QBRs) with clients, together with Sales • Write post-incident reports after major incidents Help build AI operations • Take an active part in shaping how Evernet uses AI in managed IT: share what you see in the queue and propose improvements What we're looking for • 5+ years in IT service delivery (MSP or in-house), with real responsibility for queue and SLA results • Experience directing engineers, including ones more technical than you • Hands-on use of a PSA tool such as HaloPSA, ConnectWise or Autotask • Working knowledge of ITIL (incident, problem, change, request) • ITIL 4 Foundation, or the commitment to pass it within 6 months of joining (we pay for the exam) • Experience running small IT projects and handing them over to support • Enough grounding in networks, servers and Microsoft 365 to judge urgency and route work • Clear written and spoken English, for client updates and incident calls • Able to take over client communication for major incidents after hours Nice to have: MSP background; experience running a NOC, a shift-based team or a team across time zones; HaloPSA and IT Glue; service reporting in Excel or Power BI; PRINCE2 Foundation or CAPM; Microsoft 365 Fundamentals (MS-900); hands-on use of AI tools in operations. A degree is not required. How you work These matter more to us than any tool or certificate: • You take ownership. When something slips, you fix the process, not blame the person. • You speak up. You flag a broken process or a bad number on the day, and propose a fix. • You reach out to clients first. Clients hear from you before they need to chase. • You stay curious. You ask why things keep happening, and keep learning, especially about AI. • You write things down. Decisions live on the ticket, not in your head. Your first 90 days • Week 2: you run the morning huddle and make assignment decisions • Day 30: you own the queue end to end, and know each engineer's real capability by domain, not just their title • Day 60: the Friday roster, milestone tracking and weekly client updates run without prompting • Day 90: both of your numbers are moving the right way, and you can explain why Good to know • After hours: when the NOC hands you a major incident, you take over client communication. This runs every week, not on a rota, and is paid as a weekly on-call allowance plus call-out pay. • Based outside Singapore? You travel to Singapore regularly, for the team, clients and main contractors. • Security screening: some clients require security screening and a confidentiality undertaking before you work on their service. • Right to work: if you are based in Singapore, you need the right to work here, 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-au…