Service Delivery Manager

3 months ago

Singapur, Singapore Thales Full time
Location: Singapore, SingaporeThales people architect solutions at the heart of the defence-security continuum. Interoperable and secure information and telecommunications systems for defence, security, and civil operators, are based upon innovative use of radiocommunications, networks, and cybersecurity. We are ground breaking new digital technologies such as 4G mobile communications, cryptography, cloud computing and big data for use in physical protection systems, and critical information systems.Thales established its presence in Singapore in 1973 to support the expansion of aerospace-related activities in the Asia-Pacific region. Throughout the last four decades, the company grew from strength to strength and is today involved in the primary businesses of Aerospace (including Air Traffic Management), Defence & Security, Ground Transportation and Digital Identity & Security. Thales today employs over 2,100 people in Singapore across all its business areas.

Responsibilities:

Service Management

Maintain positive relationships with customers Identify customer needs and overseeing the service delivery within the business context and the timeline Lead the service delivery team, managing conflict, and ensuring the team’s processes and tasks are carried out effectively and efficiently Organise activities and meeting deadlines Liaise with respective internal team leader as well as external vendors to determine the type of services, delivery criteria and the solutions for issues that arise Manage the incidents and reviews. Provides root cause analysis and incident report for critical incidents Provide reports to customer and Thales management that are timely and accurate

Processes, procedures and documentation

Review existing processes and procedures for corrective maintenance and preventive maintenance to ensure they are carried out efficiently and effectively Develop processes to manage the corrective maintenance and preventive maintenance activities efficiently Develop procedures to manage the corrective maintenance and preventive maintenance activities effectively Review and update customer assets, spares inventory and documentation Ensure completeness of and to upkeep all related baselines of the software and operating system documented

System Maintenance

Ensure the system administration such as scheduled system and security patching, and software deployment are carried out in accordance to requirements Ensure the verification and validation of the system, security and software patches are properly performed at the Integration Validation Verification Qualification (IVVQ) platform and User Acceptance Platform (UAT) before releasing into production Ensure the system defects management routines and tasks are carried out in accordance to the requirements and service level agreement Be involved in the troubleshooting and isolation of defects, including defects caused by failure of hardware, operating system, system software (e.g. Kubernetes) or any Authority Furnished Equipment (AFE) that is interfaced to the system In the cases where the defects cannot be rectified, ensure a workaround for the software or system is timely proposed to mitigate the impact of the defect Identify and liaise with the original equipment vendor, or other Authority’s maintenance contractors to remedy the defect in the software of the system Maintain records of all defects, including defects proven to be due to the hardware, operating system, open-source software COTS software, or any AFE interfacing with the system

Configuration Management

Ensure all documents, hardware, software and operating system shall be controlled in accordance with the guidelines in the approved configuration management plan, for example proper hardware and software configuration control over any activities e.g. defect rectification and software upgrading Ensure the correct configuration of the system is loaded for testing and any other work performed on it Ensure the proper configuration management control is followed during the integration of software release for software verification Ensure the documentation of hardware, software and system configuration items are always up-to-date

Contactability

Authority shall raise and report all system defects and problems via a 24/7 helpdesk hotline provided by Thales to handle and monitor all faults. Ensure the standby maintenance personnel are contactable for response and on-site service Be on 24/7 standby for any escalation by the maintenance personnel

Performance Reports

The following reports are to be provided every month in a format structured determined by the AuthoritySummary of Contractor performance reportsSummary of completed jobs and tasksSummary of outstanding jobs and tasksPreventive maintenance checklist and reportsAuthority furnished spares status and reportsEquipment / modules defects and warranty reportsSerialised inventory included spares report

Obsolescence Management

Monitor, inform and propose alternative replacements to the Authority at least 2 years before any hardware or software obsolescence Provide a yearly declaration that the critical sub-systems / components will not have any obsolescence issues for the following twelve months

Stock Take Requirements

Ensure quarterly stock-take programme are performed on the spares inventory at Thales office and Authority sites. If there is deficiency of the stock during the stock taking, ensure these differences are documented and replenished into the spares inventory

All other related duties

Perform other related duties as assigned or requested

Requirements:

Bachelor’s Degree in Information Technology / Information Systems / Business IT or its equivalent Minimally 5 years of experience in supporting mission critical systems On 24x7 standby Able to cope in a highly pressured fast-paced environment Prior working knowledge in RedHat Enterprise Linux is preferred Prior working knowledge in Windows Server, Windows SQL Server and Microsoft Active Directory is an added advantage Prior working knowledge in Kubernetes, Docker, HyperV, Nginx, and PostgreSQL Good listening and analytical skills Hardworking, outgoing and enthusiastic Positive working attitude Team player, and also able to work independently and with little supervision Able to thrive in a dynamic environment Able to understand the system and software architecture Able to understand the user operations environment Willingness to pick up any new technologies Expected to work in an environment comprising of 80% Linux and Kubernetes and 20% Windows Servers, SQL Server and Active At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now

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