AI-Driven IT Service Delivery Manager

jobster private ltd.

Singapore

On-site

SGD 90,000 - 130,000

Full time

7 days ago

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Job summary

Jobster Private Ltd. in Singapore seeks an experienced IT Service Management Lead to manage customer interactions, incident resolution, and service delivery across IT infrastructure and applications. The role emphasizes AI and automation-driven improvements and strong stakeholder engagement.

You will drive process development, ITIL adherence, and vendor coordination, ensuring SLA compliance and continuous service enhancements. Strong communication is essential for cross-functional collaboration.

Qualifications

Degree or Diploma in CS/Engineering/IT or related discipline.
5+ years as an application lead.
Self-driven and able to work in a team or independently.
Strong understanding of service management.
Experience with Atlassian/Jira and SAAS tools advantageous.
Vendor management and stakeholder engagement experience.
Excellent organizational and time management skills.
Adaptability to new technologies including AI and automation.

Responsibilities

Actively manage and interact with customers for product services and relationship building.
Monitor incident resolution progress and provide timely updates to tenants.
Review incident resolution rates and service request turnaround for improvements.
Communicate advisories and maintenance notifications from product teams.
Build templates, knowledge bases, and AI-enabled chat/response tools.
Collate feedback and analytics to advise product design/engineering on improvements.
Participate in process development and ensure processes are fit for purpose.
Review service requests, ensure quality of delivery, and prioritize deliverables.
Oversee managed services delivery for IT infrastructure and software applications.
Manage day-to-day production activities to ensure smooth operations.
Implement ITIL service management and security measures to meet SLAs.
Govern adherence to incident and change management processes.
Monitor and support service delivery with proper methodologies.
Handle vendor management and ensure timely deliverables.
Lead operational reviews using automation and AI-driven monitoring.
Explore AI/automation solutions to enhance efficiency and customer experience.
Perform other duties as directed by management.