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Service Delivery Manager
Successfully
Req. VR-120090
We are seeking an experienced Service Delivery Manager to lead delivery excellence across complex, multi-stream engagements at Luxoft. This role sits at the intersection of client management, delivery governance, and people leadership, with direct impact on service quality, team performance, and client satisfaction.
You will work closely with internal delivery teams and client stakeholders to ensure predictable, high-quality outcomes while continuously improving processes and delivery maturity.
Service Delivery & Client Management:
Own end-to-end service delivery for assigned accounts, ensuring adherence to agreed SLAs, KPIs, and quality standards
Initiate and drive recruitment activities in collaboration with Resource Management and Talent Acquisition to meet delivery demand
Monitor hiring pipelines, capacity, and onboarding progress; provide regular delivery and staffing reports
Act as a primary escalation point for delivery risks, issues, and dependencies; proactively communicate and negotiate mitigation plans with clients
Build strong, trusted client relationships while balancing commercial, delivery, and people considerations
Identify delivery and operational inefficiencies and lead continuous improvement initiatives
People Management & Engagement:
Act as local People Manager, ensuring regular engagement, communication, and alignment with organizational goals
Conduct performance appraisals and manage ongoing people processes (PPM, feedback cycles, development planning)
Support team capability growth through training initiatives, coaching, and team-building activities
Foster a high-performance, collaborative, and inclusive team culture
Governance & Reporting:
Prepare and deliver regular and ad-hoc operational, delivery, and management reports
Prepare and deliver regular and ad-hoc operational, and management reports
Weekly reporting on recruitment and onboarding status
Prepare procurement monthly review decks
Must have
5+ years of experience in Service Delivery or Project Delivery Management
Proven experience delivering services within the BFSI domain
Background in a global, corporate, or matrixed environment
Strong leadership and people management capabilities
Excellent stakeholder management, communication, and negotiation skills
Strong problem-solving and decision-making abilities
Customer-centric mindset with a focus on quality and continuous improvement
Advanced proficiency in MS Office (Excel, PowerPoint, reporting)
Nice to have
Experience working with distributed / offshore delivery models
Exposure to delivery governance frameworks, SLAs, and KPI-driven environments
Prior involvement in client transitions or account growth initiatives
Languages
English: C2 Proficient
Seniority
Regular
Singapore, Singapore
Req. VR-120090
Delivery Project Management
BCM Industry
13/01/2026
Req. VR-120090
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