Operations Manager / Service Delivery Manager

Operations Manager / Service Delivery Manager Cybersecurity & Managed Services | Singapore About the Role We are looking for a hands-on, people-first Operations Manager to run the day-to-day operations of our cybersecurity and managed services business. This role also doubles up as Service Delivery Manager for our key managed service accounts, owning the health of our client relationships and the performance of our Level 1 engineers deployed on-site and remotely to service them daily. You will sit at the intersection of operations, people management, and customer success — ensuring our internal engine runs smoothly while making sure our clients feel the value of our service every single day. What You'll Be Doing Operations Management Own end-to-end day-to-day operations across the business, ensuring resources, schedules, tools, and processes run smoothly Build and continuously improve internal SOPs, workflows, and operational KPIs Manage vendor and subcontractor relationships that support service delivery Support budgeting, resource planning, and operational reporting to leadership Service Delivery Management Act as the primary point of contact for key managed service clients, owning contract performance and SLA adherence Oversee the daily deployment, performance, and wellbeing of technical team placed at client sites Run regular service reviews with clients, addressing escalations and identifying opportunities to expand the relationship Coordinate rostering, coverage, and escalation pathways to ensure uninterrupted service delivery Partner with technical team to ensure incidents are resolved within contracted timelines People & Culture Manage, coach, and develop the technical team, ensuring performance, morale, and retention Champion our core values and cybersecurity-first mindset across daily operations Support recruitment, onboarding, and workforce planning for service delivery roles What We're Looking For 3+ years of experience in operations management, service delivery, or account management — ideally within IT services, managed services, or cybersecurity Proven experience managing client contracts and SLAs, ideally in a managed services environment Experience managing or supervising a team of technical engineers or support staff Strong stakeholder management skills — comfortable being the face of the company to clients and internal teams alike Solid understanding of IT/cybersecurity service operations (ITIL knowledge a plus) Excellent organizational skills with the ability to juggle operational and client-facing priorities A calm, resilient, team-first mindset — someone who leads by example during incidents and pressure situations Familiarity with ISO27001, Cyber Trust Mark and PDPA is an advantage Our Core Values In the fast-paced, ever-evolving world of cybersecurity and IT infrastructure, our core values anchor everything we do. Core Value What It Means Customer First Deliver unparalleled customer experiences and meet customer needs Integrity & Trust We handle sensitive data and critical infrastructure. Trust is our currency — we act ethically, transparently, and responsibly in every action Cyber Security First Cybersecurity isn't just a service we sell; it's a mindset we live and breathe — applying rigorous security protocols internally, just as we do for our customers Challenger Spirit in Innovation & Continuous Learning We always question if there's a better way than the old-school approach, and actively encourage upskilling and forward-thinking solutions Teamwork with Respect & Resilience We win as a team. When critical systems face incidents, we collaborate calmly and resiliently to resolve them Working With Us: What You Should Know As a cybersecurity company, we hold ourselves to the same standards we deliver to our clients. Here's a snapshot of how we operate internally: Information Security Company devices, networks, and accounts are for business use, with Multi-Factor Authentication (MFA) enabled across all corporate accounts Strict compliance with Singapore's Personal Data Protection Act (PDPA) — client and employee data stays on approved platforms only A clean desk and screen-lock culture, protecting both digital and physical information at all times Credential sharing is never taken lightly — access is managed responsibly and deliberately A Respectful, Safe Workplace We're committed to a zero-tolerance stance on bullying, harassment, or discrimination, in line with the Tripartite Advisory on M…