IT Service Delivery Manager

15 hours ago

Singapore River CERTIS GROUP - GHR Full time $120,000 - $180,000 per year

About the Role:

We are seeking a dynamic and results-driven IT Service Delivery Manager to join our GTO Operations team. In this key role, you will be responsible for ensuring the efficient and effective delivery of IT services across the organisation. You will work closely with internal stakeholders, external vendors, and cross-functional teams to ensure IT services align with business objectives, maintain high levels of operational excellence, and continuously improve service performance.

What You'll Do:

  • Oversee the end-to-end delivery of IT services, ensuring services are delivered to agreed SLAs (Service Level Agreements), meeting quality standards and business needs.
  • Manage the service delivery lifecycle, from design and implementation to monitoring and optimization.
  • Build and maintain strong relationships with business leaders, department heads, and end users to understand their needs and ensure the IT services align with business objectives.
  • Regularly assess service performance and identify opportunities for improvement.
  • Work closely with internal teams to optimize processes, streamline workflows, and implement best practices to enhance service quality and efficiency.
  • Lead the resolution of major incidents and problems, ensuring timely recovery and root cause analysis.
  • Manage relationships with third-party vendors and service providers to ensure service levels are consistently met and contractual obligations are fulfilled.
  • Oversee change and release management processes to ensure smooth and seamless IT service transitions.
  • Ensure that IT services comply with relevant regulatory, security, and quality standards. Proactively manage risks to the organization's IT environment and take corrective actions to mitigate any potential disruptions.
  • Develop and present detailed service delivery reports, including KPIs and metrics, to senior leadership.

What You Bring

  • Bachelor's degree in Information Technology, Computer Science or a related field. ITIL, or other service management certifications are a plus.
  • Minimum of 5-7 years of experience in IT service delivery or IT operations management, preferably in a large-scale or complex organization. Experience with managing IT infrastructure, applications, and cloud services is highly desirable.
  • Strong understanding of IT service management frameworks (ITIL), incident and problem management, change management, and service reporting. Familiarity with cloud technologies, IT infrastructure, and enterprise applications.
  • Proven leadership skills with the ability to manage teams and influence cross-functional stakeholders. Strong communication, negotiation, and interpersonal skills.
  • Ability to analyze complex issues, identify root causes, and implement effective solutions to improve service delivery and operational efficiency.
  • A strong focus on customer satisfaction and service excellence, with the ability to drive continuous improvement initiatives that positively impact the user experience.

Why Join Us?

  • Unlock Your Growth Potential: Benefit from unparalleled support for your professional development with Certis Corporate University, the first of its kind in Asia.
  • Empower Change: Make a lasting impact through innovative initiatives that transform local communities and global industries.
  • Join a Culture of Innovation: Be a part of our team of innovators, working together to drive technological advancements towards a Safer, Smarter, And Better tomorrow for all.

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