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. This role is focused on ensuring the smooth day-to-day operation, governance, and quality of service delivery for a strategic Singapore government account. You will be responsible for coordinating BAU service management activities, monitoring service performance against agreed SLAs, tracking operational issues to resolution, and ensuring timely follow-up on client requests and commitments.

Acting as the key operational liaison between client stakeholders and internal delivery teams, you will oversee service reviews, maintain accurate documentation, support audit and governance requirements, and provide clear, concise reporting on service performance and improvement initiatives. You will play a critical role in driving service consistency, identifying areas for improvement, and ensuring that all deliverables meet the expected quality standards.