Service Delivery Manager

7 days ago

Singapore PCCW SOLUTIONS INSYS PTE. LTD. Full time
The ICT Service Delivery Manager (SDM) is responsible for overseeing the end-to-end delivery and management of IT services, ensuring SLAs, customer satisfaction, and operational efficiency. This role involves working closely with cross-functional teams, including Cloud Operations, DevOps, and Cybersecurity, to drive high standards in service delivery and continuous improvement.
Key Responsibilities:
  • Service Delivery Management -Manage the delivery of IT services across IT environments, ensuring alignment with SLAs and customer expectations. Oversee the daily operations of IT environments, including incident management, change control, and problem resolution.
  • Act as the primary point of contact for clients, addressing their needs, concerns, and requests promptly and professionally.
  • IT Operations and Monitoring- Implement and monitor dashboards and tools (e.g., CloudWatch, Azure Monitor) to ensure real-time health and performance visibility of IT environments. Proactively identify issues and work with the engineering team to resolve incidents and perform root cause analysis. Lead continuous improvement initiatives to optimize IT service performance and cost efficiency.
  • Stakeholder and Client Engagement- Conduct regular service reviews with clients, providing insights on operational health, upcoming changes, and performance metrics. Build and maintain strong relationships with client stakeholders, acting as an advisor and advocating for client needs internally. Coordinate with internal teams to ensure service adjustments meet evolving client requirements.
  • Resource and Capacity Management- Oversee resource allocation and capacity planning to ensure optimal service delivery and performance.
  • Ensure resource adjustments are made in response to forecasted demand and workload trends.
  • Governance, Compliance, and Security -Ensure that cloud services comply with internal policies, standards, and external regulatory requirements.
  • Collaborate with cybersecurity teams to monitor and maintain security controls, addressing any vulnerabilities proactively. Reporting and Documentation Provide detailed service delivery reports, tracking SLAs, KPIs, and incident metrics. Maintain documentation related to cloud architecture, operational procedures, and incident records.

Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Experience: 4-5 years in service delivery management, with at least 3 years in cloud service delivery or cloud operations.

Technical Expertise:
  • Strong understanding of ICT service delivery environments. Familiarity with incident management, and ITIL processes.
  • Experience in cost management, FinOps, or budget tracking within cloud environments.
  • Knowledge of automation tools and frameworks to enhance service efficiency.

Soft Skills: Excellent communication, leadership, and client relationship management skills.

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