Senior / Manager, IT Service Delivery

2 weeks ago

Singapore Singapore Post Ltd Full time

Job Description

Accountable for the performance of the IT Products in scope through end to end service delivery & management. Drive innovations that increase the service levels and value from the IT Products in scope. Accountability, management and governance of all elements of IT service management for the IT Products in scope including relationship management and communication with (internal) customer, vendors, internal service management communities and other Group Technology teams. Responsible for working closely with Business/ Operations team to ensure alignment of service delivery to SingPost Group’s customers. Strong collaboration with the business product management team and the wider Group Technology team. Need to ITIL certified / experienced and has been working with outsourcing partner that provides AMS (Application Management Support/Service).
- Develop and embed best practice support model for the IT Products in scope. Delivery of new services in scope within time and budget. Realize optimal system stability against lowest cost.
- Design of the service portfolio and strategy and implement new processes in the service. Drive and support continuous supplier service reviews and tracking, monitoring service performance and progress.
- Incident Management: delivery of 24x7 high performance service, reduction of incidents (zero incident strategy), minimize recovery times.
- Problem Management: structural resolution of incidents by delivering final fix based on RCA, leverage the problem management globally, reduce investigation time, drive improvement plans.
- Change Management: embed effective change management process. Continual improvement: embed process & follow-up service asset and capacity management.
- Ensure CMDB is in place and govern the asset of the service through strong service asset processes.
- Support the infrastructure guidelines definition and perform regular capacity assessments

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