Service Delivery Manager
4 days ago
**Only Singaporean citizen needs to apply.
**Service Delivery Management**: Ensures smooth handover and transition of the migrated infrastructure to the existing operations (Ops) team. Oversee the project’s service delivery, manage stakeholders and expectations, and coordinate between teams to ensure a seamless transition with mínimal disruption. The SDM is responsible for maintaining service quality throughout and post-transitions.
**Skillset Requirements**:
- Project Management and Transition Expertise
- Cloud Infra Knowledge (AWS)
- Service Management Framework (ITIL/ITSM) Proficiency
- Communication and Stakeholders Management Experiences
- Transition and Transformation Planning
- Risk Management Skills
- Min 3 Years Experience
**Scope of Work**:
1) Develop a detailed transition & transformation plan outlining the phases of transition from migration to ongoing operations. Ensure the operations teams are prepared to manage the new or updated infrastructure, with clear roles and responsibilities.
Define SLOs for ongoing support.
2) Facilitate knowledge transfer sessions with the cloud engineering and operations teams. Ensure thorough documentation of the cloud infrastructure, processes, monitoring, and security measures is provided to the Ops team. Oversee the creation of runbooks, playbooks, and operational manuals for the Ops team.
3) Act as the primary liaison between project stakeholders (Cloud Engineers, DevOps, SRE, Helpdesk, and Ops teams). Provide regular updates to leadership, stakeholders, and teams on transition progress, ensuring transparency in handover timelines. Address concerns from the operations team and escalate issues where necessary to ensure they have the tools, training, and support they need.
4) Monitor the quality of the migration process and its impact on ongoing operations. Ensure all support frameworks (incident management, ticketing systems, etc.) are properly in place and aligned with the newly migrate infrastructure. Oversee testing and validation of systems, including DR (Disaster Recovery) and failover tests before the handover.
5) Implement a post-handover support phase, during which the migration team provides escalated support for any issues encountered by the Ops team. Track and resolve any post-handover issues related to performance, security, or availability. Ensure lessons learned from the handover process are documented for future transitions.
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