IT Service Delivery Manager

PEOPLE PROFILERS PTE. LTD.; Singapore; On-site; SGD 110,000 - 160,000; Full time

Job summary

PEOPLE PROFILERS PTE. LTD. is seeking an IT Service Delivery Manager for a major enterprise project in Singapore.

You will lead end-to-end IT service delivery, drive ITIL practices, and manage incidents, changes, and performance across infrastructure, networks, and cybersecurity, while guiding a team of engineers to ensure reliable end-user experiences.

Qualifications

• Bachelor's degree in cybersecurity, computer engineering, information technology, or a related field.
• Minimum 5 years in IT service management, IT operations, or technical service delivery.
• At least 2 years in a leadership, supervisory, or service management role.
• Experience delivering across infrastructure, network, systems, and cybersecurity environments.

Responsibilities

• Manage end-to-end delivery of IT services meeting SLAs, OLAs, and KPIs.
• Own service performance metrics and drive improvements across teams.
• Lead ITIL practices including incident, problem, change, and service level management.
• Coordinate incidents, service issues, and operational concerns with stakeholders.
• Oversee infrastructure and cybersecurity project delivery, upgrades, and migrations.
• Conduct regular service reviews and report on service health and risks.
• Champion user-centric service culture and mentor engineering staff.
• Coordinate with internal and vendor teams to manage dependencies.

Skills

ITIL Certification

SLA Management

Incident Management

Problem Management

Change Management

Service Level Management

Stakeholder Management

Vendor Coordination

Team Leadership

Resource Planning

Education

Bachelor's Degree in Cybersecurity

Bachelor's Degree in Computer Engineering

Bachelor's Degree in Information Technology

Tools

Cisco Networking

VMware

Windows

RHEL

Job description

We are looking for a IT Service Delivery Manager to work on a enterprise project.

Job Description

• Manage the end-to-end delivery of IT services, ensuring infrastructure, network, systems, and cybersecurity services meet agreed service levels, performance, availability, and operational requirements.

• Own and monitor SLAs, OLAs, service performance metrics, and operational KPIs, identifying service gaps and driving corrective and continuous improvement initiatives.

• Drive the adoption and effective execution of ITIL service management practices, including Incident, Problem, Change, Request, and Service Level Management.

• Act as the key service delivery and escalation point for stakeholders, coordinating technical teams to ensure incidents, service issues, and operational concerns are addressed in a timely manner.

• Coordinate the delivery of infrastructure and cybersecurity projects, system upgrades, migrations, and service improvements, ensuring activities are completed within agreed scope, timeline, and service requirements.

• Conduct regular service reviews and performance reporting, communicating service health, risks, recurring issues, improvement actions, and operational priorities to relevant stakeholders.

• Champion a customer- and user-centric service culture, ensuring technical services and solutions provide a reliable and efficient end-user experience.

• Lead and mentor a team of Network, Systems, and Cybersecurity Engineers, including resource planning, workload prioritisation, performance management, and capability development.

• Work closely with internal teams, vendors, and other stakeholders to manage service dependencies and ensure effective delivery of IT services.

• Support operational governance, IT compliance, disaster recovery (DR), and business continuity planning (BCP) to maintain service resilience and readiness.

Job Requirements

• Bachelor's Degree in Cybersecurity, Computer Engineering, Information Technology, or a related field.

• Minimum 5 years of experience in IT Service Management, IT Operations, or Technical Service Delivery.

• At least 2 years of experience in a leadership, supervisory, or service management role.

• Experience managing service delivery across infrastructure, network, systems, and cybersecurity environments is preferred.

• Experienced in SI companies will be preferred

Skill Sets Requirements

IT Service Management & Service Delivery

• ITIL Certification (v3/v4)

• Incident, Problem, Change, and Service Level Management

• SLA / OLA Management

• Service Performance Monitoring and Reporting

• Service Review and Continuous Improvement

Stakeholder & Service Management

• Stakeholder Management

• Service Escalation Management

• Customer / User Experience Management

• Vendor and Cross-functional Coordination

Team & Resource Leadership

• Resource and Capacity Planning

• Team Leadership and Technical Mentorship

• Performance Management

• Experience managing technical teams of 5 or more members

Infrastructure & Cybersecurity Service Delivery

• Working knowledge and service oversight of Cisco Networking

• VMware, Windows, and RHEL environments

• Cybersecurity technologies including Firewalls, SIEM, and EDR

• Ability to coordinate technical specialists without necessarily serving as the hands-on subject matter expert for every technology

Project & Lifecycle Management

• Infrastructure Migration and System Upgrade Coordination

• Security Initiative Lifecycle Management

• Service Transition and Operational Readiness

• Risk, Issue, and Dependency Management

Operational Governance

• IT Compliance and Governance
• Disaster Recovery (DR) Planning
• Business Continuity Planning (BCP)
• Service Resilience and Operational Risk Management