Service Delivery Manager

Jurong Port's multipurpose port operating expertise includes efficient handling of general, bulk and containerized cargo, management and operations of the Tuas Offshore Marine Centre, and Lighter Terminals in Penjuru and Marina South. Besides Singapore, Jurong Port is involved in overseas joint ventures in China and Indonesia. In 2016, Jurong Port's local and overseas terminals handled close to 35 million tons of general and bulk cargo, and 560,000 TEUs of container cargo.

Job scope:

To lead the Service Delivery and IT helpdesk team to establish a robust Service Design and Service management framework with internal and external Stakeholders, serving as the key custodian of JP's Service Delivery Standards to ensure that maintenance and support deliverables meet business operation needs by maintaining optimal system uptime.

Strategic planning:

• Develop strategy roadmap for JP vendors to align with overall JP digital strategy and business objectives.
• Constant review of JP's application landscape to strategize optimum approach to on/off boarding of new/sunset applications
• Constant review vendors' SLA baselines against vendor's performance to area for improvement on the service levels.
• Product evaluation for future planning in accordance to application evolvement

Vendor Operation:

• Identify potential improvements to systems to minimise data patching
• Analyse recurrence of problems, issues and defects to implement effective preventive actions with Service Delivery Team.
• Work with Digitalisation Division – Enterprise Architect, Technical Team to resolve application issues
• Manage IT Helpdesk team to streamline processes for application support and end user computing services.
• Drives continued cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training
• Establish and review existing SOPs such as incident and change request management.
• Review and manage change requests from business users which include ensure relevant justification are provided, prioritizing the requests based on its criticality, working with Product Manager to determine if requests should be part of product roadmap.
• Perform JPOnline application administration tasks such as grant assignable to DSA for external customer and staff, conduct yearly access review for DSA.
• Manage a team of system analysts who will provide level 2 support to applications that are developed in house or by principal vendors.

Vendor management:

• Proactively manage vendors based on contractual obligations to ensure KPIs and SLA are met, resolve issues in a timely manner to minimise downtime and disruption to the business.
• Review vendors deliverables including classification of Change requests, Service requests, incident reports, monthly resource utilization reports, etc.
• Ensure monthly reports are submitted by vendors on timely manner and review their performances, prepare monthly service reports to the management.
• Ensure vendors adhere to processes and perform incident, release and change management.
• Establishment of quality control processes to ensure the vendor's deliverables meet the required standards.
• Work with vendors and project teams review existing processes to drive cost reduction and improve efficiencies.
• Explore and work with vendors and internal stakeholders to implement process automations.
• Ensure the tasks performed are compliance to existing SOPs.
• Negotiation with vendor to ensure the additional cost to onboard new application is reasonable.
• Ensure maintenance of new systems are transitioned to vendor smoothly, including knowledge transfer is conducted for the vendor.
• Devise and propose strategies to management for cost effective ways to maintain and support applications across the organisation.
• Monitor and manage the costs associated with vendor to ensure alignment with budget and awarded contract values.

Compliance:

• Assess and mitigate application related cybersecurity risks efficiently by putting in place appropriate mitigation controls
• Monitor for security vulnerabilities and perform risk assessments if any security vulnerabilities unable to be patched
• Carried IT tasks in accordance with IT policies, standards and procedures as laid out in the QMS Manage network related audits
• Manage applications related audits
• Conduct application and system landscape review regularly and plan for technology upgrade/refresh by vendors to comply with Cyber Security requirements and maximising the lifespan of applications

People Engagement:

• Lead, motivate and build up the team competency to oversee and manage vendor
• Conduct regular feedback and performance reviews for team members.
• Provide leadership and guidance to the team in terms of vendor management including best practices.
• Build team dynamics and improve team performance.
• Lead team to collaborate and coordinate between the vendors and internal teams and stakeholders for change requests, enhancements, and working closely to restore services when incidents/outage occurs.
• Conduct regular reviews to ensure adherence to all support processes and tool standards carried out by the team and vendors.
• Manage IT staff by recruiting, training, and coaching staff, communicating job expectation.
• Conduct regular feedback sessions with team members on performance, and other related HR matters.
• Ensure regular communications to keep the team up to date by sharing information, latest updates on projects, challenges, lesson learned.
• Set staff KPI with clear communication on job expectation
• Be a good listener to understand team members' challenges, coach/mentor them to overcome work challenges.

Educational Qualifications

• Degree in computer science, computer engineering, information technology or relevant field
• Possess relevant IT certifications eg PMPITIL will be preferred

Relevant experience

• Degree in computer science, computer engineering or information technology
• Good understanding of ITIL methodologies related to vendor such as incidents, problems and change management. ITIL certification would be an advantage.
• Minimum 5 years in application maintenance and support, and vendor management
• Minimum 3 years in team management.
• Minimum 3 years of project management.
• Knowledge of the following skillset:
• Unix, Redhat scripting
• Programming language Java 8 and above
• Knowledge of middleware e.g. Weblogic, Tomcat, SpringBoot
• Automation tools
• Build tools : Maven, Jenkins
• Databases : Oracle, MSSQL, SQL skills
• SDLC methodology : Waterfall, Agile

Characteristics

• Good communication skills to communicate with technical and non-technical stakeholders to understand their requirements and resolve issues.
• Independent and effective team manager.
• Process strong analytical skills.
• Preferably with experience in logistic or port operation industry.
• Strong leadership who can constantly motivate team and overcome impediments faced by team members.