Service Delivery Manager – Government & Enterprise Accounts

At Toku, we create bespoke cloud communications and customer engagement solutions to reimagine customer experiences for enterprises. We provide an end-to-end approach to help businesses overcome the complexity of digital transformation and deliver mission-critical CX through cloud communication solutions. Toku combines local strategic consulting expertise, bespoke technology, regional in-country infrastructure, connectivity, and global reach to serve the diverse needs of enterprises operating at scale. Headquartered in Singapore, Toku supports customers across APAC and beyond, with a growing footprint across global markets.

In this role, you will own end-to-end service delivery for a strategic Singapore government account, ensuring SLA performance, audit readiness, and contractual compliance. You will orchestrate multiple technical teams, translate complex root cause analyses into clear client communications, and proactively strengthen governance and processes across the contract. This is a hands-on, detail-oriented role requiring strong documentation discipline and comfort working within strict governance frameworks. Success in this role depends on your ability to manage complexity, documentation, and cross-functional coordination with precision.

What you will be doing

• Client and Contract Ownership: Act as the primary service delivery lead for assigned accounts (including a complex government account), owning SLA governance, contractual obligations, and overall service performance.

• Ticket and Escalation Governance: Oversee incident, problem, change, and release management across infrastructure, network, database, security, engineering, QA, and services teams to ensure timely, coordinated resolution.

• SLA Monitoring and Reporting: Track, analyse, and report service metrics; produce structured monthly and ad-hoc reports for client and internal stakeholders.

• Incident and LD Documentation: Lead structured incident reporting and contribute to the documentation and defence of contractual matters, including service credits or liquidated damages discussions.

• Cross-Functional Orchestration: Align multiple technical teams to contractual timelines and deliverables, driving accountability without direct authority.

• Service Improvement: Identify governance or process gaps, conduct trend analysis, and implement corrective and preventative actions to strengthen service stability and compliance.

• Technical Interface: Maintain sufficient understanding of cloud and enterprise software environments to interpret technical investigations and communicate impact clearly to non-technical stakeholders.

• Stakeholder Engagement: Conduct regular onsite client meetings (approximately weekly) and maintain strong working relationships to ensure transparency and trust.

• Documentation and Compliance: Maintain accurate Service Management Plans and ensure audit-ready documentation across all service processes.

We’d love to hear from you if you have

• Government Service Experience: Experience managing service delivery or service levels for Singapore government contracts or similarly regulated environments with strong audit and documentation requirements.

• ITIL Certification and Practice: ITIL Foundation certified (ITIL v3 or ITIL 4), with hands-on application of Incident, Problem, Change, and Release Management practices in structured, SLA-driven environments.

• Technical Foundation: Practical experience supporting technical cloud or enterprise software solutions, with a high level understanding of infrastructure design, databases, and web application environments (e.g. JavaScript-based systems) sufficiently to engage technical teams and interpret root cause analyses.

• Service Governance Expertise: Proven experience owning SLA performance, contractual compliance, and formal client reporting.

• Orchestration Capability: Demonstrated ability to coordinate multi-disciplinary technical teams without direct reporting lines to meet contractual deadlines.

• Contractual and Documentation Strength: Strong written communication skills with experience producing formal incident reports and managing service credit or liquidated damages discussions.

• Cloud and Enterprise Exposure: Practical experience supporting cloud-based or enterprise software environments; familiarity with secure or government cloud contexts (e.g. Government Commercial Cloud - GCC) is advantageous.

• Analytical and Improvement Mindset: Ability to identify root causes, close governance gaps, and proactively enhance service processes beyond routine operations.

• Contact Centre or CX Solutions Exposure: Familiarity with Contact Centre or customer engagement solutions is advantageous, but not required

• Location: This role is to be based in Singapore, and operate on a hybrid basis, working remotely with on-site visits

What would you get?

• Training and Development

• Discretionary Yearly Bonus & Salary Review

• Healthcare Coverage based on location

• 20 days Paid Annual Leave (15 days for Malaysia based roles), plus other leave allowances

Toku has been recognised as a LinkedIn Top Startup and by the Financial Times as one of APAC’s Top 500 High Growth Companies. If you’re looking to be part of a company on a strong growth trajectory while working on meaningful, real-world challenges, we’d love to hear from you.