Information Technology Service Delivery Manager

Viseo Pte Ltd Inc.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A leading company in the technology sector is seeking a Service Delivery Manager to support clients in resolving IT concerns. The role demands collaboration with global teams and effective management of ITSM processes, making strong technical and interpersonal skills essential for success.

Qualifications

• Minimum 3 years experience in IT support or helpdesk role.
• Strong technical knowledge in hardware and software troubleshooting.
• Familiarity with ITIL practices is advantageous.

Responsibilities

• Support Global Product Owner by managing ITSM processes.
• Collaborate with ServiceNow Team on process activations.
• Analyze existing processes and identify gaps.

Skills

Troubleshooting

Interpersonal Skills

Problem-solving

Tools

IT support tools

Ticketing systems

Job description

As a Service Delivery Manager for APJ, you will be required to assist our clients in variety of their concerns to support and resolve issues effectively.

Responsibilities:

• As ITSM Manager this associate will support Global Product Owner by managing below key responsibilities:

• Collaborate with ITSM Global Process Managers.

• Support SPOCs in their priority: e.g., adopt one CAB policy for all Tier 1 apps & Tier 2 apps

• Converge Operational Changes & DevOps Changes in terms of processes and in ServiceNow

• Collaborate with ServiceNow Team to activate relevant features of ServiceNow eg: Change Mgt -> blackout windows, CAB Workbench…

• Conduct potential training within ITSM Community

• Simplify ITSM Dashboards in collaboration with GPM & dev. & support on GCP move

• Analyze existing processes, identify the gaps with future processes

• Support ITSM LTIM x journey recommendations on INC/PB/SR

• Besides, as the candidate will work closely with global team, flexible working time is required.

Profile

• Minimum of 3 years of experience in an IT support or helpdesk role, preferably within a fast-paced, multinational environment.

• Strong technical knowledge in troubleshooting hardware, software, and network-related issues.

• Hands-on experience with IT support tools, remote desktop solutions, and ticketing systems.

• Excellent interpersonal and communication skills with the ability to explain technical solutions in a clear and user-friendly manner.

• Strong problem-solving mindset with the ability to work independently and collaboratively within a team.

• Familiarity with ITIL practices and service management frameworks is an advantage.