IT Service Delivery Lead

5 days ago

Singapur, Singapore HEALTH MANAGEMENT INTERNATIONAL PTE. LTD. Full time

Position Summary:

We are seeking a service-oriented and technically proficient IT Service Delivery Lead to oversee the planning, execution, and continuous improvement of IT end-user support services. This role will lead the desktop support team and act as the key liaison between IT and business users, ensuring timely and high-quality service delivery. The ideal candidate combines hands-on technical knowledge with strong leadership and communication skills to ensure service excellence across the organisation.

Key Responsibilities:

Service Leadership & Team Management

  • Lead the IT service delivery team, managing daily operations, service performance, and staff development.
  • Maintain strong, collaborative relationships with internal clients and stakeholders to ensure high levels of satisfaction.
  • Act as the single point of contact for service delivery matters, performance reviews and escalations.

Service Quality & Client Engagement

  • Gather and act on user and client feedback to enhance service quality and operational efficiency.
  • Ensure service delivery aligns with business goals, customer expectations, and compliance requirements.
  • Drive a culture of accountability and continuous improvement across the IT support function.

Operational Oversight

  • Oversee the full lifecycle of IT support services, including incident resolution, service requests, asset management, and change control.
  • Coordinate with cross-functional IT teams (e.g., Infrastructure, Security, Applications) to ensure seamless service integration and issue resolution.
  • Ensure all IT service documentation is accurate and up-to-date, including SOPs, knowledge base, and inventory records.

Technical & Compliance Oversight

  • Support endpoint management, desktop imaging, software deployment, and patch management.
  • Ensure compliance with internal policies and healthcare sector cybersecurity standards.
  • Provide technical guidance and support for complex user or system issues as needed.

Vendor & Stakeholder Management

  • Manage vendor relationships to ensure timely procurement, support, and maintenance of end-user IT equipment and services.
  • Collaborate with public agencies (where applicable), internal teams, and external partners to troubleshoot and resolve issues efficiently.
  • Conduct regular service performance reviews and improvement planning sessions with key stakeholders.

Requirements:

  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Minimum 5 years of relevant IT experience, with at least 3 years in a team leadership or service delivery role.
  • Strong technical knowledge in end-user computing, Microsoft 365, Active Directory, endpoint security, and ITSM platforms (e.g., JIRA).
  • Strong interpersonal and communication skills, with a proven ability to manage both users and technical teams.
  • ITIL certification or working knowledge of ITIL principles is preferred.
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