Service Delivery Manager

The Service Delivery Manager is accountable for delivering SESAMi's e-Procurement and e-Invoicing solutions to enterprise clients. This role requires a balance of project management discipline, business analysis and requirements management, stakeholder management, and technical awareness, ensuring projects are delivered to scope, budget, and quality expectations.

DUTIES AND RESPONSIBILITIES

1. Project Delivery & Execution

2. Lead multiple concurrent e-Procurement and e-Invoicing implementation projects from initiation to closure.

3. Develop detailed project plans including scope, schedules, deliverables, and milestones.
4. Manage dependencies across functional teams (Product, Engineering, QA, Customer Care).
5. Ensure deliverables comply with IMDA, IRAS, LHDN, Peppol, and other regulatory frameworks.

6. Monitor and control project costs, ensuring alignment with approved budgets.

7. Business Analysis & Requirements Management

8. Work closely with stakeholders (internal and external) to gather, analyze, and document business requirements.

9. Translate business needs into detailed functional specifications, user stories, and acceptance criteria.
10. Conduct gap analysis to identify opportunities for product enhancements or new features.

11. Collaborate with QA and UAT teams to validate solutions against requirements.

12. Stakeholder & Client Engagement

13. Serve as the primary point of contact for clients during project execution.

14. Build strong relationships with client stakeholders to manage expectations, escalations, and change requests.
15. Conduct steering committee and progress review meetings with clients and internal stakeholders.

16. Present daily/weekly status updates and risk reports to SESAMi leadership.

17. Risk, Quality & Compliance

18. Identify project risks early, maintain a risk register, and implement mitigation actions.

19. Ensure project compliance with industry standards, best practices, and internal governance.
20. Oversee QA planning (SIT, UAT) and ensure that testing outcomes meet acceptance criteria.

21. Drive continuous improvement initiatives to enhance delivery methodologies.

22. Vendor & Partner Management

23. Manage relationships with third-party vendors, subcontractors, and technology partners.

24. Monitor vendor deliverables, ensuring they meet contractual obligations.

25. Support contract negotiations and procurement decisions related to project delivery.

26. Other Duties

27. Perform additional responsibilities as assigned by the Head of Service Delivery to support organizational objectives.

28. Promote a collaborative team culture, encouraging cross-functional knowledge sharing.

QUALIFICATIONS

1. Bachelor's degree in IT, Business, Engineering, or related field; or equivalent relevant experience.
2. Minimum 5–7 years of proven project management experience in SaaS and ERP-related projects, and Business Analysis within SaaS, fintech, or e-invoicing solutions.
3. Solid experience in IT software project delivery, including infrastructure, cloud, and security.
4. Strong leadership, problem-solving, and decision-making skills.
5. Excellent communication, organization, and time management abilities.
6. Proficiency in project management tools (e.g., Microsoft Project, Jira, Trello).
7. Team management experience preferred but not mandatory.
8. Professional certifications (PMP, PRINCE2, CAPM) are an advantage.
9. Strong knowledge of e-Invoicing standards and regulatory frameworks (IMDA, IRAS, LHDN, OpenPeppol) is an advantage.

COMPETENCIES REQUIRED

Soft Skills

• Strong leadership and people management skills.
• Excellent communication and interpersonal skills for stakeholder management.
• Conflict resolution and problem-solving abilities.
• Strategic thinking with the ability to align delivery with business goals.
• High adaptability and resilience in a dynamic environment.

Functional Skills

• Service delivery lifecycle management (onboarding, support, escalations, reporting).
• SLA/KPI tracking, reporting, and governance.
• Incident and problem management.
• Resource planning and workload management.
• Process improvement and change management.

Knowledge

• Knowledge of service delivery best practices and frameworks (ITIL preferred).
• Familiarity with e-Procurement, e-Invoicing, SaaS, or fintech services (advantageous).
• Understanding of compliance and regulatory requirements in digital services.
• Awareness of tools and platforms for service management (e.g., Jira).