As a Service Delivery Manager, you will lead the delivery governance and operational performance of the Pay2Bill support engagement, ensuring reliable Level 3 breakfix maintenance and deployment support across the application landscape. You will be responsible for driving service quality, incident governance, stakeholder alignment, and operational discipline across the oneyear engagement while ensuring all commitments are delivered in line with agreed scope and timelines.

What You'll Do and How You'll Succeed

Lead daytoday service delivery for the Pay2Bill engagement, ensuring operational support is delivered consistently within the agreed 8×5 model.
Oversee consolidated Level 3 breakfix support across the Pay2Bill application environment.
Govern incident management for priority issues, ensuring Root Cause Analysis is completed for P1 and P2 incidents.
Ensure deployment support is properly coordinated and handed over to Level 2 teams.
Review and manage deployment work plans, including rollback planning, to support stable production releases.
Drive monthly operations reviews with clear updates on service performance, incident trends, risks, and operational actions.
Coordinate across technical teams and stakeholders to ensure alignment on priorities, issue resolution, and deployment readiness.
Maintain delivery discipline by ensuring commitments remain within the defined support scope.
Escalate risks, blockers, and service concerns in a timely manner and drive resolution through the right channels.
Ensure service reporting and operational documentation are accurate, timely, and useful for stakeholder decisionmaking.

We'd Love to Hear From You If...

Experience

You have strong experience in service delivery, application support management, or operational governance within enterprise technology environments.
You have led application support or maintenance engagements involving incident management, deployment coordination, and stakeholder reporting.
You have experience managing priority incidents and operational reviews in a structured support environment.

Technical Expertise

You understand Level 3 support operations, breakfix governance, deployment planning, and rollback readiness.
You are familiar with Root Cause Analysis processes for highpriority incidents.
You can work effectively with technical teams supporting application deployments and L2 handovers.

Ways of Working

You are organised, responsive, and calm under pressure, especially during highseverity incidents.
You communicate clearly with both technical and nontechnical stakeholders.
You balance operational control with practical decisionmaking and strong followthrough.
You are disciplined in keeping delivery aligned to agreed scope and service commitments.

Assignment Details

Contract Duration: 1 year
Shift: 8×5 support model

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Who We Are

Thakral One is a consulting and technology services company headquartered in Singapore, with a pan-Asian presence. We focus primarily around technology-driven consulting, adoption of value-added bespoke solutions, enabling enhanced decision support through data analytics, and embracing possibilities in the cloud. We are heavily inclined towards building capabilities collaboratively with clients and believe strongly in improving grounded and practical outcomes.

This approach is possible through our partnership with leading global technology providers and internal R&D teams. Our clients come from Financial Services, Banking, Telco, Government, Healthcare, and Consumer-oriented organisations.

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