Service Delivery Manager

About Logicalis Asia Pacific

Logicalis Asia Pacific is a leading AI-driven technology integrator in the APAC region, with a presence in over 30 territories and more than 10,000 clients globally. The company specializes in delivering lifecycle services across cloud, connectivity, collaboration, cybersecurity, and managed services, embedding real-time visibility and insights into clients' digital landscapes. The organization fosters a collaborative and inclusive culture, investing heavily in professional certifications, consulting capabilities, and cross-border opportunities, and is recognized as a Great Place to Work® across multiple APAC markets.

Role Overview and Responsibilities

• Ensure achievement of Service Level Agreements (SLAs), operational efficiency, and customer satisfaction metrics (CSAT/NPS).
• Manage the customer support process to facilitate swift resolution of customer-related issues while building and leading a technically skilled, independent, and cooperative support team.
• Implement and comply with effective case management and customer support practices that meet established SLAs.
• Oversee daily customer support activities and team leadership, maintaining high standards of quality and strategic direction.
• Work towards achieving certifications related to Service Desk or ISO standards.
• Organize and maintain an efficient support team aligned with business goals in a productive work environment.
• Analyze and improve support metrics including business and customer impacts and team performance, while providing detailed reports.
• Take ownership of escalated issues, monitor key performance indicators such as first response time and resolution speed, and ensure customer satisfaction.
• Identify and communicate technical issues internally and externally and maintain comprehensive internal knowledge bases to guide appropriate responses.
• Continuously uphold and enhance service levels, advancing critical operational processes to scale and enhance customer value.
• Drive ongoing improvement and evolution of support services through new processes and systems enabling scalability and excellence.
• Develop a career progression framework for support personnel to foster professional growth.
• Provide regular updates and alert management to potential or actual service problems.

Desired Traits

• Strong dedication to customer satisfaction and delivering high-quality service.
• Self-driven with the ability to independently achieve goals.
• Excellent team collaborator who works well across departments.
• Deep operational process knowledge to optimize efficiency.
• Advocate for governance and data-driven service improvements.
• Ability to handle high priority issues effectively with urgency.
• Positive attitude and resilience under pressure.
• Strong skills in customer relationship and team management.
• Proficiency in analytics and data-driven decision-making.

Qualifications and Experience

• Fluent verbal and written communication skills in English.
• Bachelor’s degree in Engineering, Computer Science, Business, or a related discipline.
• ITIL Foundation certification (v3, v4 or above) is mandatory.
• Experience with ITSM platforms such as ServiceNow, Remedy, or Atlassian tools.
• High technical aptitude and competency.
• Proven multitasking and time management abilities.
• Expertise in documentation and reporting standards.
• Minimum of 5 years of relevant industry experience in service delivery.
• Track record in introducing or enhancing processes, governance structures, and operational efficiency frameworks.
• Experience managing escalations and customer expectations effectively.

Additional Information

Applicants must provide expected salary details and notice period when applying. Only shortlisted candidates will be contacted. Logicalis is fully committed to data privacy, and candidate personal data is handled according to a strict Data Protection Notice for Job Applicants. The organization values diversity and inclusion to create an environment where all employees can succeed.