Integrated Solutions Service Team Ldr 1
Who we are
Johnson Controls is a world leader in smart buildings, creating safe, healthy and sustainable spaces. For nearly 140 years, we’ve made buildings better and now we’re transforming them again with our award-winning digital technologies and services. We’re using artificial intelligence and data-driven solutions to give you deeper insight into your building’s health, sustainability and performance. It’s changing the way we design, operates and maintains indoor environments and driving to a new era of autonomous buildings.
We deliver the blueprint of the future for industries such as healthcare, schools, data centers, airports, stadiums, hotels, manufacturing and beyond through OpenBlue, our comprehensive suite of connected solutions.
Johnson Controls offers the world’s largest portfolio of building technology, software and services. Supported by a team of more than 100,000 dedicated employees working across 150 countries, we’re helping customers achieve their sustainability goals and power their mission.
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What you will do:
The Service Delivery Manager (SDM) is responsible for ensuring the effective delivery of IT and business services to clients or internal stakeholders. This role focuses on maintaining high service standards, managing customer relationships, and continuously improving service delivery processes to meet organizational goals and SLA commitments.
What we offer:
Competitive salary plus overtime paid at premium rates.
Service vehicle, mobile phone, tablet, PPE, and any specialist equipment provided.
25 days paid holidays plus bank holidays.
Comprehensive benefits package, including pension, life assurance, employee assistance program, and discounts on Johnson Controls products.
Extensive training and career development opportunities.
Dedication to safety with our Zero Harm policy.
How you will do it:
Service Delivery Management
Oversee end-to-end service delivery to ensure quality, efficiency, and alignment with SLAs/KPIs
Monitor service performance and implement corrective actions where needed
Ensure timely resolution of incidents, service requests, and escalations
Client & Stakeholder Management
Act as the primary point of contact for clients or internal business units
Build and maintain strong relationships with key stakeholders
Conduct regular service review meetings and provide performance reports
Operational Excellence
Drive continuous service improvement initiatives
Identify risks and implement mitigation strategies
Ensure adherence to ITIL processes (Incident, Problem, Change Management)
Team Leadership
Manage and guide service delivery teams (technical and non-technical)
Allocate resources effectively to meet service requirements
Support training, mentoring, and performance management of team members
Governance & Compliance
Ensure services comply with organizational policies, security standards, and regulatory requirements
Maintain documentation, reporting, and audit readiness
Vendor & Financial Management
Manage third-party vendors and service providers
Oversee contract performance and compliance
Track budgets, billing, and cost optimization
Key Skills & Competencies
Strong understanding of ITIL framework and service management principles
Excellent communication and stakeholder management skills
Proven ability in problem-solving and decision-making
Strong leadership and team management skills
Analytical mindset with experience in reporting and metrics tracking
Ability to manage multiple priorities in a fast-paced environment
Qualifications & Experience
Bachelor’s degree in IT, Computer Science, Business Administration, or related field
5–12 years of experience in IT service delivery or operations management
ITIL certification (preferred)
Experience in managing client-facing roles and cross-functional teams