20000081 - Manager of IT Project Management
Lenovo Group
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Descrizione del lavoro
Lenovo is seeking an experienced Service Delivery and IT Operations Manager in Singapore to oversee day-to-day managed services across Cloud, Network, Systems, Security, and Applications. The role ensures SLA adherence, incident response, and continuous improvement through automation and governance.
The candidate will manage multi-agency teams, drive KPI-driven reviews, and coordinate with vendors while upholding ITIL, ISO standards, and GovTech requirements. Accommodation may be discussed.
Competenze
- Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
- 5–8 years of experience in service delivery, operations, or IT service management.
- Proven experience managing multi-agency or multi-customer clusters with shared operational teams.
Mansioni
- Lead day-to-day operations across all managed services (Cloud, Network, Systems, Security, and Applications).
- Ensure SLAs, OLAs, and KPIs are met with data-driven performance reviews.
- Manage major incidents and disaster recovery scenarios with structured response.
- Govern change control lifecycle with risk assessment and CAB participation.
- Oversee Day-2 Operations, monitoring, patching, backup, and performance optimization.
Conoscenze
Formazione
Strumenti
Descrizione del lavoro
We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via our StoryHub .
Key Responsibilities:
Service Delivery & Operational Excellence
- Lead and oversee day-to-day operations across all managed services (Cloud, Network, Systems, Security, and Applications).
- Ensure strict adherence to defined SLAs, OLAs, and KPIs, driving accountability and data-driven performance reviews.
- Maintain service continuity and incident response readiness, including after-hours escalation management.
- Conduct post-incident reviews (PIRs), ensuring lessons learned and RCA findings translate into sustainable corrective actions.
- Champion service improvement initiatives (e.g., automation, observability dashboards, and event correlation tuning).
- Implement and govern all ITIL process pillars — Incident, Request, Problem, Change, Knowledge, and Asset Management.
- Own the operational governance framework, including SOPs, escalation matrices, RACI charts, and service catalog alignment.
- Lead weekly/monthly governance cadences (SLA review, backlog health, change risk review, vulnerability remediation).
- Ensure compliance with GovTech OCP/ORA policies, ISO 20000/27001, and internal audit controls.
- Identify operational risks and compliance gaps, drive mitigation, and track closure with stakeholders.
- Partner with cybersecurity and compliance teams on access control, privileged account, and break-glass governance.
- Act as the primary customer interface and trusted advisor, ensuring clear communication and stakeholder satisfaction.
- Conduct monthly and quarterly business reviews (MBR/QBR), presenting operational insights, trends, and risk posture.
- Manage multi-agency or multi-stakeholder relationships, balancing priorities and ensuring unified service outcomes.
- Coordinate with third-party vendors and internal towers (NOC, SOC, CloudOps, Network, DBA) for integrated service management.
- Drive proactive engagement and feedback loops, ensuring alignment with evolving business and compliance requirements.
Operational Support & Coordination
- Oversee Day-2 Operations, including monitoring, patching, backup, and performance optimization.
- Ensure incident prioritization and escalation discipline, enforcing communication templates and real-time updates.
- Manage major incidents and DR scenarios, ensuring structured response, timeline documentation, and customer assurance.
- Govern change control lifecycle, ensuring risk assessment, CAB participation, and proper rollback validation.
- Ensure operational readiness for new deployments (Day-1 to Day-2 transition, hyper-care, acceptance testing).
5. Reporting, Metrics, and Compliance
- Produce monthly performance reports and dashboards detailing SLA attainment, MTTR, backlog aging, and RCA metrics.
- Track and analyze trending data to identify recurrent issues and propose automation or process improvements.
- Present governance scorecards and risk registers to both internal leadership and customer stakeholders.
- Leverage data from ServiceNow / ITSM platforms, CloudWatch, Grafana, and Zabbix for real-time health visibility.
6. People & Resource Management
- Manage and mentor shared pools of engineers (L1–L3) across multiple service domains.
- Oversee workload allocation, shift rosters, and on-call readiness, ensuring 24×7 coverage and staff well-being.
- Lead performance reviews, coaching plans, and skill development, aligning to service needs and ITIL maturity goals.
- Support hiring, onboarding, and succession planning to maintain operational stability.
7. Strategic Service Improvement & Transformation
- Lead service transformation initiatives, aligning operations to cloud-native and automation-first models.
- Collaborate with solution architects and PMO to ensure smooth service transition and continual improvement.
- Drive efficiency gains through SOP refinement, AI-Ops, automation, and proactive monitoring adoption.
- Support leadership in developing innovation roadmaps and service maturity frameworks.
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
- 5–8 years of experience in service delivery, operations, or IT service management, with at least 3 years in a cloud or managed services environment.
- Proven experience managing multi-agency or multi-customer clusters with shared operational teams
Technical Expertise:
- Strong understanding of AWS / Azure / GCP environments and their operational frameworks.
- Proficient in ITIL v4 processes and governance; ITIL certification preferred.
- Hands-on experience with ITSM tools (e.g., ServiceNow, JIRA, Remedy).
- Familiarity with cloud monitoring platforms (e.g., CloudWatch, Azure Monitor, Zabbix, Grafana).
- Experience in change control, incident RCA, and problem management.
- Working knowledge of compliance standards (ISO27001, ITSM audit, or GovTech OCP/ORA).
Soft Skills:
- Strong leadership and communication skills with the ability to influence cross-functional teams.
- Excellent stakeholder engagement and customer relationship management.
- Analytical mindset with a continuous improvement and risk mitigation focus.
- Ability to manage multiple priorities in a fast-paced environment.
Certifications:
At least 2 of the following AWS certifications:-
- AWS Certified Solutions Architect - Professional
- AWS Certified Solutions Architect - Associate
- AWS Certified Security – Specialty
- AWS Certified DevOps Engineer – Professional (DOP-C02)
#LPS
Additional Locations: * Singapore - Central Singapore - Singapore * Singapore - Central Singapore - SINGAPORE
If you require an accommodation to complete this application, please contact ability@lenovo.com
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