IT Service Delivery Manager

2 weeks ago

Singapore TALENTSIS PTE. LTD. Full time
Roles & Responsibilities

Responsibilities:

  • Ensure adherence to established processes and procedures.
  • Lead complex troubleshooting and root cause analysis for network, system, and infrastructure issues.
  • Manage infrastructure delivery across AWS, on-premises, VMware, and hyper-converged environments, ensuring SLA compliance and customer satisfaction.
  • Oversee daily operations, including incident, change, and problem management.
  • Utilize monitoring tools (e.g., eG, ManageEngine, SolarWinds, AWS Monitor) for real-time operational visibility.
  • Support OT/IT infrastructure projects by contributing to planning, budgeting, resource allocation, and risk management aligned with Industry 4.0, WOG, and IM8 standards.
  • Develop ITSM processes and establish IT Service Desk operations based on ITIL best practices.
  • Plan and implement Day-2 operations (e.g., engineering schedules, annual activity calendars, PM, patch management, audits).
  • Conduct regular service reviews with clients, delivering performance insights and addressing evolving needs.
  • Manage infrastructure capacity and resource planning to ensure optimal performance.
  • Collaborate with cybersecurity teams to maintain security controls and proactively resolve vulnerabilities.
  • Maintain comprehensive service reports (SLAs, KPIs, incidents) and documentation.
  • Manage operational CAPEX/OPEX, including asset tracking (CMDB), license renewals, hardware maintenance, and vendor contracts.
  • Provide regular account updates and reports to clients.
  • Conduct periodic SLA and KPI reviews to ensure service alignment with customer expectations.
  • Coordinate with vendors, client technical teams, and interfacing systems to ensure seamless BAU operations.
Requirements:
  • Diploma or higher in IT, Software, or Engineering disciplines.
  • Minimum 12 years of experience in IT service delivery, project/program management, and vendor/client management.
  • ITIL v3 and v4 certified.
  • Preferably experienced in OT systems (e.g., facial recognition, access control).
  • Hands-on and willing to troubleshoot on-site as needed.
  • Experience working with government agencies and familiarity with IM8, GCC, and WOG frameworks is a plus.
  • Strong knowledge in networking, servers, virtualization, and cloud infrastructure.
  • Proficient in monitoring tools, ITSM platforms, and disaster recovery planning.
  • Skilled in vendor and contract management.
  • Excellent communication skills, a fast learner, and a collaborative team player.

Your recruiter for this job:

WhatsApp Chally @ 6304 8675 for a quicker response

Connect with me on LinkedIn: https://www.linkedin.com/in/cadeguino/

Chally | chally@talentsis.com.sg

Talentsis Pte Ltd | EA No: 20C0312

Tell employers what skills you have

Excellent Communication Skills
Troubleshooting
Service Management
Asset Tracking
AWS
VMware
Contract Management
Vendor Contracts
Root Cause Analysis
Information Technology
Access Control
Problem Management
Service Desk
Audits
Customer Satisfaction
Solarwinds
ITIL
Disaster Recovery
Virtualization
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