{"id":1944166,"url":"https://alion.io/job/evernet-systems-it-service-delivery-manager-managed-services","title":"IT Service Delivery Manager (Managed Services)","company":{"id":3903462,"name":"Evernet Systems","domain":"evernet.com.sg","url":"https://alion.io/company/evernet-systems","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Singapore"],"countries":["SG"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":6000,"max":8000,"currency":"SGD","period":"month","gross":true,"usd_annual":74964},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Power BI","optional":true}],"status":"live","first_seen_at":"2026-10-06T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-10-06T00:00:00Z","board_verified":false,"closed_at":null,"days_open":13,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":13},"description":"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.\nLocation: Singapore preferred. Remote considered, with regular travel to Singapore\nType: Full time\nHours: Weekdays 09:00–18:00 SGT, plus after-hours major-incident communication for clients on 24x7 service levels\nReports to: Technical Director\nSalary: Basic Salary + Performance Bonus + On-call Allowance\nAbout the role\nThis is a hands-on role for someone who loves to take charge and make things happen.\nYou 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.\nYou 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.\nWhat we offer\nReal 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.\nJudged 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.\nDirect founder access. Work closely with our founders; your input shapes how the company runs.\nAt the front of AI in managed IT. Help build our AI operations as we grow from a traditional MSP into a Managed Intelligence Provider.\nA clear start. A structured first 90 days, so you know what good looks like.\nCertification support. We pay your ITIL 4 Foundation exam fee.\nGrowth as we expand across Southeast Asia.\nWhat you'll do\nRun the service desk queue and SLAs\nOwn SLA performance across all clients; act on at-risk tickets before they breach\nAssign and reassign work in our PSA (HaloPSA), and handle escalations when a ticket stops moving\nBe the single point of contact for clients during major incidents (P1), by day or night for clients on 24x7 service levels\nOwn the on-call roster, working with our after-hours NOC team\nDeliver client projects\nPlan and roster engineer time between projects and the daily queue, and publish the weekly roster every Friday\nTrack milestones, send weekly client updates and run post-project reviews\nLead the team\nHost the morning and closing huddles every day\nRun one-to-ones, performance reviews and OKRs for our L1, L2 and NOC engineers\nLead the building and upkeep of our knowledge base, and assign the work to engineers\nReview the time-entry errors our AI flags, and correct them with each engineer\nReport to clients\nSend monthly service reports and run Quarterly Business Reviews (QBRs) with clients, together with Sales\nWrite post-incident reports after major incidents\nHelp build AI operations\nTake an active part in shaping how Evernet uses AI in managed IT: share what you see in the queue and propose improvements\nWhat we're looking for\n5+ years in IT service delivery (MSP or in-house), with real responsibility for queue and SLA results\nExperience directing engineers, including ones more technical than you\nHands-on use of a PSA tool such as HaloPSA, ConnectWise or Autotask\nWorking knowledge of ITIL (incident, problem, change, request)\nITIL 4 Foundation, or the commitment to pass it within 6 months of joining (we pay for the exam)\nExperience running small IT projects and handing them over to support\nEnough grounding in networks, servers and Microsoft 365 to judge urgency and route work\nClear written and spoken English, for client updates and incident calls\nAble to take over client communication for major incidents after hours\nNice 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.\nHow you work\nThese matter more to us than any tool or certificate:\nYou take ownership. When something slips, you fix the process, not blame the person.\nYou speak up. You flag a broken process or a bad number on the day, and propose a fix.\nYou reach out to clients first. Clients hear from you before they need to chase.\nYou stay curious. You ask why things keep happening, and keep learning, especially about AI.\nYou write things down. Decisions live on the ticket, not in your head.\nYour first 90 days\nWeek 2: you run the morning huddle and make assignment decisions\nDay 30: you own the queue end to end, and know each engineer's real capability by domain, not just their title\nDay 60: the Friday roster, milestone tracking and weekly client updates run without prompting\nDay 90: both of your numbers are moving the right way, and you can explain why\nGood to know\nAfter 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.\nBased outside Singapore? You travel to Singapore regularly, for the team, clients and main contractors.\nSecurity screening: some clients require security screening and a confidentiality undertaking before you work on their service.\nRight to work: if you are based in Singapore, you need the right to work here, or must be eligible for a work pass.\nAbout Evernet\nEvernet 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-augmented productivity. We are moving from a traditional MSP to a Managed Intelligence Provider (MIP), and we work with a growth mindset: 1% better every day.\nOur brand promise: Productivity and Peace of Mind, Delivered.\nHow to apply\nApply through the link in this advert. Your application is held in our recruiting system and handled in line with Singapore's Personal Data Protection Act. If your experience matches, we will invite you to a short first-round call.\nEvernet Systems is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.\nSkills\nMicrosoft 365, Technical Specialists, Teamwork, resolve incident tickets, Client Reviews, monitoring SLAs, Effective Client Communication, Weekly Bulletin, Adapt to Change, Engineering, Night Care, Client Development, Ticket Operations, IT Service Delivery, support of IT projects","description_format":"text","description_chars":6760,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Singapore","iso":"SG","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-06T04:28:45Z"}],"visa":[],"liveness":{"score":74,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.82,"p_room":0.9,"age_days":11,"expected_fill_days":30,"reasons":["seen:11","win:mid"],"computed_at":"2026-10-17T05:46:00Z"},"pay":{"stated_usd_annual":74964,"is_top_pay":false},"html_url":"https://alion.io/job/evernet-systems-it-service-delivery-manager-managed-services","json_url":"https://alion.io/job/evernet-systems-it-service-delivery-manager-managed-services.json","meta":{"generated_at":"2026-10-19T02:04:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1199,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3903462},"rest":"https://alion.io/mcp/rest/get_company?id=3903462"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fevernet-systems-it-service-delivery-manager-managed-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fevernet-systems-it-service-delivery-manager-managed-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fevernet-systems-it-service-delivery-manager-managed-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/evernet-systems-it-service-delivery-manager-managed-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fevernet-systems-it-service-delivery-manager-managed-services"}]}