Service Delivery Manager

4 weeks ago

Singapore Jurong Port Full time

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.

Responsibilities include:

  • Developing strategic roadmaps for JP vendors aligned with JP's digital strategy and business goals.
  • Reviewing application landscape for onboarding and sunset strategies.
  • Monitoring vendor SLAs and performance for continuous improvement.
  • Evaluating products for future application development.
  • Identifying system improvements to minimize data patching and recurring issues.
  • Collaborating with IT teams to resolve application issues.
  • Managing the IT Helpdesk team to streamline support processes.
  • Driving cost reductions and efficiencies through root cause analysis, knowledge management, and user training.
  • Reviewing SOPs related to incident and change management.
  • Handling change requests, prioritizing based on criticality, and coordinating with product managers.
  • Administering JPOnline applications and managing access controls.
  • Leading a team of system analysts providing level 2 support.

Vendor Management:

  • Managing vendors to meet contractual KPIs and SLAs, resolving issues promptly.
  • Reviewing vendor deliverables and performance reports.
  • Ensuring compliance with processes and quality standards.
  • Driving process automation and cost-effective support strategies.

Compliance:

  • Managing cybersecurity risks and implementing mitigation controls.
  • Monitoring security vulnerabilities and conducting risk assessments.
  • Ensuring adherence to IT policies, standards, and conducting audits.
  • Planning technology upgrades to meet cybersecurity standards.

People Engagement:

  • Leading, motivating, and developing the team.
  • Conducting performance reviews and providing leadership in vendor management.
  • Fostering team collaboration and communication.
  • Recruiting, training, and coaching staff.

Educational Qualifications:

  • Degree in computer science, engineering, IT, or related fields.
  • Relevant IT certifications such as PMP, ITIL preferred.

Relevant Experience:

  • At least 5 years in application support and vendor management.
  • At least 3 years in team management and project management.
  • Knowledge of Unix, Java, middleware, automation tools, databases, and SDLC methodologies.

Characteristics:

  • Excellent communication skills.
  • Independent and effective leadership.
  • Strong analytical and process skills.
  • Experience in logistics or port operations preferred.
  • Leadership capability to motivate and overcome team challenges.
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