Global Service Delivery Manager – 24x7 Ops & Escalations

Neurones IT Asia Pte Ltd; Singapore; Sur place; SGD 120 000 - 180 000; Plein temps

Résumé du poste

Neurones IT Asia Pte Ltd is seeking a Service Delivery Manager to oversee the support chain, manage escalations, and ensure SLA adherence across a multicultural team in Asia. The role coordinates incident and problem management while coordinating RCA and action plans with internal and external partners.

You will lead regular team meetings, define training plans, and drive continuous improvement. Collaboration with regional and central teams in Europe supports a 24x7 production and integration

Qualifications

• Degree in Computer Engineering, Computer Science or IT.
• Experience in data integration technologies such as API, ETL, ELT, ESB.
• ITIL certified.
• Experience with Sprint and Agile methodology.
• Experience in Incident and/or Problem Management.
• Experience coordinating RCA and trend analysis.
• Proven ability to manage a multicultural team of 10–20 in Asia.
• Fluent English with excellent written and spoken communication skills.
• Experience in luxury retail environment is a plus.
• Strong interpersonal and problem resolution skills with empathy and assertiveness.

Responsabilités

• Manage the support chain escalation process and control.
• Prioritize actions according to SLAs.
• Supervise support teams and coordinate internal and external escalation groups.
• Support Incident and Problem Managers; coordinate RCA and action plans.
• Organize monthly team meetings; present action plans to Steering Committees.
• Lead and develop team skills; define training plan and maintain motivation.
• Leverage Neurones rear base resources to optimize services.
• Monitor the global user support chain.
• Collaborate with regional and central teams in Europe for 24x7 production and integration.

Connaissances

Data integration

API/ETL/ELT/ESB

Incident management

Problem management

RCA & trend analysis

ITIL

Agile/Sprint

Team leadership

Multicultural leadership

English communication

Formation

Degree in Computer Engineering/CS/IT

Outils

ITIL certification

Description du poste

Neurones IT Asia Pte Ltd is seeking a Service Delivery Manager to oversee the support chain, manage escalations, and ensure SLA adherence across a multicultural team in Asia. The role coordinates incident and problem management while coordinating RCA and action plans with internal and external partners.

You will lead regular team meetings, define training plans, and drive continuous improvement. Collaboration with regional and central teams in Europe supports a 24x7 production and integration