IT Service Delivery Analyst (Government Projects)

Search Index Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

SEARCH INDEX PTE. LTD. is seeking an IT Service Delivery Manager in Singapore to oversee daily operations and ensure service delivery targets are met. You will manage incident resolutions, coordinate with vendors, and support BCP/DR activities.

The ideal candidate should possess a Degree/Diploma in IT, have at least 3 years of relevant experience, and have strong skills in project management and IT service delivery.

This position includes a 5-day work week with office hours.

Qualifications

• Minimum 3 years’ experience in IT Service Delivery / IT Service Desk / IT Operations.
• Strong analytical, troubleshooting, and problem-solving abilities required.
• Good communication, interpersonal and presentation skills needed.

Responsibilities

• Manage daily IT shared services operations to achieve service delivery targets.
• Oversee service desk activities including incident management.
• Coordinate with stakeholders and vendors for IT operations.

Skills

IT Service Delivery

Vendor Management

Stakeholder Management

Project Management

SLA Management

Education

Degree / Diploma in IT or equivalent

ITIL / PMP certification

Tools

ITSM tools like ServiceNow

Job description

• IT Service Delivery

• Project Management

• Vendor Management

• Stakeholder Management

• SLA

Job Scope:

• Manage daily IT shared services operations to ensure service delivery target, SLAs, and customer satisfaction KPIs are achieved.

• Oversee service desk activities including incident management, service requests, system changes, and enhancements.

• Coordinate with internal stakeholders and external vendors for IT operations, maintenance activities, and issue resolution.

• Monitor system performance, service availability, and operational risks to ensure infrastructure stability.

• Support hardware and software asset lifecycle management, including maintenance planning and upgrades.

• Assist in managing IT operational expenses, resource utilization, and service-related cost.

• Identify and implement process improvements to enhance operational efficiency and service quality.

• Ensure compliance with IT policies, certifications, audits, and governance requirements.

• Support Business Continuity Planning (BCP) and Disaster Recovery (DR) activities.

• Participate in IT projects and ensure project timelines and deliverables are achieved.

• Coordinate with vendors and stakeholders on all IT-related matters to ensure smooth service operations.

• Provide timely reporting, issue escalation, and updates on service performance and operational matters.

• Able to provide after-hours and weekend support when required for incident management and critical operational matters.

• Any other ad-hoc duties as assigned

Requirements:

• Possess a Degree / Diploma in IT or equivalent

• Possess ITIL / PMP certification is advantageous

• Minimum 3 years’ experience in IT Service Delivery / IT Service Desk / IT Operations / Infrastructure Support

• Possess Stakeholder Management & Vendor Management experience

• Possess Project Management & SLA experience

• Knowledge of IT service management practices and operational standards

• Experience with ITSM tools such as ServiceNow is advantageous

• Strong analytical, troubleshooting, and problem-solving abilities

• Good communication, interpersonal and presentation skills

Other Information:

• Location: CBD

• Working Hours: 5 Days, Office Hour