IT Service Delivery Manager

2 weeks ago

Singapore TALENTSIS PTE. LTD. Full time $120,000 - $180,000 per year

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.

(EA Reg No: 20C0312)

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