HPC IT Service Delivery Lead

A*STAR - Agency for Science, Technology and Research; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

NSCC, part of A*STAR, is seeking a Service Delivery Manager to ensure reliable operation and continuous improvement of HPC and research IT services. The role coordinates service delivery across internal teams and providers, focusing on stability, execution, and governance.

The ideal candidate will have ITIL-aligned process experience, strong stakeholder management, and a track record of improving service performance.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline.
• Minimum 5 years of experience in IT Service Management or IT operations.
• Proven experience managing ITIL-aligned processes in enterprise environments.
• Experience working with managed service providers or outsourced IT operations.
• Familiarity with ITSM platforms such as ServiceNow, ManageEngine, Jira Service Management, BMC, or equivalent.
• Experience in infrastructure-heavy environments (HPC, data centres, cloud, or enterprise IT) is preferred.

Responsibilities

• Oversee day‑to‑day service operations to ensure stability and continuity.
• Coordinate internal teams and managed service providers to restore and deliver services efficiently.
• Incident and Major Incident Management: coordinate escalation, response, and resolution.
• Review changes for risk, impact, and readiness; oversee change scheduling to minimise disruption.
• Drive root‑cause analysis for recurring or high‑impact issues and track corrective actions.
• Monitor service performance against SLAs and KPIs; coordinate with providers to meet contractual obligations.
• Maintain service catalogue and request workflows; monitor fulfilment performance and identify automation opportunities.
• Maintain service dashboards and operational reports; translate data into actionable insights for management.

Skills

Service coordination

Stakeholder management

Analytical thinking

Communication

Governance & documentation

Education

Bachelor’s degree in IT/CS/Engineering

Tools

ServiceNow

ManageEngine

Jira Service Management

BMC

Job description

NSCC, part of A*STAR, is seeking a Service Delivery Manager to ensure reliable operation and continuous improvement of HPC and research IT services. The role coordinates service delivery across internal teams and providers, focusing on stability, execution, and governance.

The ideal candidate will have ITIL-aligned process experience, strong stakeholder management, and a track record of improving service performance.