Service Delivery Manager

The Service Delivery Manager (SDM) for Retail POS will lead the implementation of a managed service for a retail POS platform, transitioning it from project-based deployment to an operational steady state.

Embedded within the customer organisations Squad, the SDM will ensure high performance in service-related processes. They will drive improvement initiatives as needed, take ownership of critical incidents, coordinate with resolution teams, and facilitate clear communication among stakeholders for post-incident reviews.

Initially, the SDM will establish the service delivery framework, ensuring alignment with strategic program goals, and then manage the end-to-end service delivery on an ongoing basis with a focus on service operations and deployment.

Responsibilities

1. Initial Service Design and Implementation (Establishment Phase):

• Function Design & Strategy Development: Develop and implement the service delivery function, identifying gaps, establishing strategic plans, and aligning service structures with customer objectives.
• Stakeholder Engagement: Act as the primary liaison with internal and external stakeholders, ensuring alignment and clear expectations throughout the setup process.
• Transition to Steady-State Operations: Oversee setup of service management processes, operational readiness, and transition planning.

2. Ongoing Service Management (Operational Phase):

• Service Management & Improvement: Oversee the day-to-day managed service operations and POS platform operations.
• Regularly review processes for efficiency and effectiveness, implementing improvements as required.
• Identifying needs. Determining the need for updates and upgrades for the customer.
• SLA & Performance Management: Ensure SLA compliance, monitor service performance metrics, and make data-driven adjustments to maintain or improve service levels. The SDM will monitor indicators to guarantee that
• systems, procedures, and methodologies are in place to support outstanding service delivery
• Financial Management: Manage budgets and expenses related to the service, ensuring financial objectives align with customer contracts and internal goals.
• Quality Assurance: Lead efforts to maintain high-quality service delivery by monitoring KPIs, managing risks, and implementing quality control measures.
• Customer Relationship Management: Serve as the escalation point and trusted advisor for the customers leadership, driving satisfaction through proactive communication and responsive service adjustments.

Agile Team Requirements

• Functionally report into customer product owner and be embedded into customer squad at customer location (Philippines based)
• Previous experience in Agile Teams and working environments

Required Skills and Experience:

• Demonstrated experience in Service Delivery Management, specifically in retail POS systems.
• Strong background in service design and implementation
• Excellent problem-solving and decision-making abilities
• Knowledge of IT infrastructure, cloud technologies, and familiarity with POS system operations for retail or convenience store environments.
• Proficiency in project and service management methodologies (e.g., PMP, ITIL, Agile).
• Excellent communication and stakeholder management skills, with a focus on aligning team goals with customer objectives.

Preferred Qualifications:

• Bachelors degree in information technology, Business, or a related field.
• Experience working in an Agile Team Structure
• Certifications in PMP, ITIL, or Agile methodologies.
• Prior experience in managing POS systems for large-scale retail environments.
• Prior experience in convenience & fuel related software development and deployment will be considered favourably

All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.

Kindly email your resume in a detailed Word format to [email protected]

People Profilers Pte Ltd

• 20 Cecil Street, #08-09, Plus Building, Singapore 049705
• EA Licence Number: 02C4944
• EA Registration Number: R22109328
• EA Personnel: Franzizca Mah