Service Delivery Manager; Remote
Singapore
Listed on 2026-03-03
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IT/Tech
IT Support, IT Project Manager
Company Overview
Evernet Systems is a Managed Service Provider headquartered in Singapore, serving small and mid-size businesses across a range of industries. Founded 12 years ago, we believe every organisation deserves seamless, fully managed IT that simply works.
Our mission is to be the most valuable IT partner to our clients, delivering Managed IT, Secure IT, and AI-augmented Productivity. We are transforming from a traditional MSP into a Modern Infrastructure Provider (MIP), driven by our core belief in AI-augmented productivity that maximises human potential. We operate with a growth mindset: 1% improvement every day.
Our Brand Promise: Productivity and Peace of Mind - Delivered.
If you want to build something meaningful alongside the founders, driving service excellence in a high-trust environment, and being part of an MSP that’s reimagining how managed IT is delivered - you may be the person we’re looking for.
Evernet Systems is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
How We WorkEvernet operates on outcomes, not hours. You will have a structured daily huddle, a weekly reporting cadence, and clear KPIs - beyond that, you own your time. Our tool stack includes a PSA/ticketing system (HaloPSA), project management platform (Click Up), centralised Knowledge Base (IT Glue), service delivery dashboards (MSPBots), and Microsoft Teams for team communication.
You will be trusted to manage up, manage across, and lead your team without hand-holding. This is a remote role, but you are expected to be present, responsive, and engaged during Singapore business hours (09:00–18:00 SGT).
This role begins as a contract engagement (minimum 6 months) with a clear path to permanent conversion based on performance. Evernet is building for the long term - we want this to be a career move, not a short-term gig.
Role SummaryThis is NOT a passive monitoring role. We are hiring a Service Delivery Manager who will be the operational backbone of Evernet Systems ensuring that every client’s IT environment is operational, reliable, and secure 24×7. If our core value “Behave Like a Winner Take Ownership and Be Accountable” resonates with how you already work, keep reading.
Let’s be upfront: we’re not looking for just another employee. We’re looking for someone who wants to build something together with us someone who takes pride in running a tight operation, who gets energised by seeing clients succeed because of your team’s work, and who wants to shape how a growing MSP delivers service. If you just want a stable role doing the same thing every day, this isn’t the right fit.
If you want to be part of building something better, read on.
You are responsible for two things above all else:
service delivery excellence and project delivery discipline
. You own the client experience from ticket to resolution, from project kickoff to go-live. You manage the engineering team’s day-to-day operations scheduling, time entries, ticket queue health, SLA compliance and you coordinate projects from scoping through delivery.
You work in close partnership with the Senior Systems Engineer (Technical Lead), who owns all technical decisions, escalations, and solution quality. The split is clean:
you own the “when, who, and how much” of delivery; the Tech Lead owns the “what and how” of engineering
. Together, you and the Technical Lead run the full operations of Evernet’s service delivery.
Teamwork is the heartbeat of success in this role. You form a tight alliance with the Technical Lead and the engineering team to navigate the complexities of service delivery, balancing client expectations with Evernet’s strategic objectives.
Key Responsibilities1) Service Delivery Management (Primary)
- SLA Management: Monitor SLA compliance daily. Identify tickets at risk of breaching and take preemptive action before they do. Ensure Evernet delivers on its service commitments to every client.
- Ticket Queue Health: Own the daily ticket queue monitor for unassigned tickets, ageing tickets, stale tickets, and SLA-breach risks.
- Project Scoping &…
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