IT Service Delivery Lead — Cloud & ITIL Operations

LPS; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Lenovo is seeking a seasoned Service Delivery Leader to oversee day-to-day operations across Cloud, Network, Systems, and Security. You will ensure SLA adherence, drive incident response, and govern ITIL processes in a large, multi‑customer environment.

You will lead governance cadences, manage cross‑functional stakeholders, and mentor engineers while delivering continuous service improvements and automation initiatives. This role emphasizes 24/7 readiness and data‑driven performance reviews.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• 5–8 years of experience in service delivery, operations, or IT service management, with at least 3 years in a cloud or managed services environment.
• Proven experience managing multi-agency or multi-customer clusters with shared operational teams.

Responsibilities

• Lead day-to-day operations across all managed services (Cloud, Network, Systems, Security, and Applications).
• Ensure SLAs, OLAs, and KPIs adherence with data-driven performance reviews.
• Manage incident response, post-incident reviews, and corrective actions.
• Govern ITIL processes: Incident, Request, Problem, Change, Knowledge, and Asset Management.
• Run governance cadences and ensure compliance with ISO 20000/27001 and GovTech policies.
• Manage stakeholder relationships and conduct MBR/QBR with customers.
• Oversee Day-2 operations: monitoring, patching, backup, performance optimization.
• Produce monthly performance reports and dashboards (MTTR, backlog, RCA).
• Lead and mentor engineers across multiple domains.

Skills

Leadership

Stakeholder management

Analytical mindset

Cloud monitoring

Education

Bachelor’s degree in Information Technology, Computer Science, or a related discipline

Tools

ServiceNow

JIRA

Remedy

CloudWatch

Grafana

Zabbix

Azure Monitor

Job description

Lenovo is seeking a seasoned Service Delivery Leader to oversee day-to-day operations across Cloud, Network, Systems, and Security. You will ensure SLA adherence, drive incident response, and govern ITIL processes in a large, multi‑customer environment.

You will lead governance cadences, manage cross‑functional stakeholders, and mentor engineers while delivering continuous service improvements and automation initiatives. This role emphasizes 24/7 readiness and data‑driven performance reviews.