IT Service Delivery Manager (Apps & Infra)

TALENTSIS PTE. LTD.; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A security solutions provider is seeking a Service Delivery Manager in Singapore. You will manage infrastructure delivery, troubleshoot complex issues, and collaborate with clients to enhance service efficiency. A minimum of 8 years' experience and ITIL certification are required. This role involves fostering relationships with stakeholders and ensuring optimal service delivery. Please email your CV to apply.

Qualifications

• At least 8 years of experience as a Service Delivery Manager in IT.
• Experience with government projects preferred.
• ITIL 3 & 4 certification is required.

Responsibilities

• Lead troubleshooting for complex environments.
• Manage infrastructure delivery across various environments.
• Contribute to project and risk management strategies.
• Create ITSM processes and enhance service efficiency.
• Conduct service reviews and maintain client relationships.
• Collaborate with cybersecurity teams to address vulnerabilities.

Skills

Service Delivery Management

Incident Management

Relationship Management

Capacity Planning

ITIL Framework

Tools

AWS Monitor

ManageEngine

SolarWinds

eG

Job description

Overview

Our client, a security solutions provider, has been established for more than 25 years, with a strong reputation in the industry. They specialize in delivering comprehensive turn-key security systems, from design and integration to maintenance and support, serving clients in government, trade and commercial sectors. They are looking for a Service Delivery Manager to join their team and contribute to their ongoing success.

Job Responsibilities

• Lead troubleshooting efforts for complex environments to identify and eliminate network or system configuration issues
• Lead the troubleshooting and performing of root cause failure analysis for infrastructure issues
• Manage the delivery of infrastructure across AWS environments, on‑prem, VMware, and hyper-converged technology, ensuring alignment with SLAs and customer expectations
• Oversee daily operational environments, including incident management, service requests, change control, and problem resolution
• Contribute to project and transition plans, schedules, budgets, resource allocation, and risk management strategies for OT/IT Infra & Apps projects, aligning with Industry 4.0, Whole-Of-Government (WOG) and IM8 standards
• Spearhead the creation of ITSM processes and IT Service Desk setup, including ticketing system implementation, utilizing the ITIL framework to enhance service efficiency
• Lead and focus on strategically preparing and building the day-2 / operational plan, such as engineer work schedules, annual operation activity calendars, preventive maintenance (PM) schedules, patch management schedules, and audit activity
• Conduct regular service reviews with clients, providing insights on operational health, upcoming changes, and performance metrics. Build and maintain strong relationships with client stakeholders, acting as an advisor and advocating for client needs internally. Coordinate with internal teams to ensure service adjustments meet evolving client requirements
• Oversee infrastructure resource allocation and capacity planning to ensure optimal service delivery and performance
• Collaborate with cybersecurity teams to monitor and maintain security controls, addressing vulnerabilities proactively. Provide reporting and documentation with detailed service delivery reports, tracking SLAs, KPIs, and incident metrics
• Responsible for operation CAPEX & OPEX such as asset management updates (CMDB), software & licenses renewal, hardware maintenance renewal, and vendor support reviews
• Prepare and present weekly and monthly reports to client stakeholders on account updates
• Ensure regular reviews of service-provided SLAs and KPIs to maintain alignment with customer expectations
• Liaise with third-party vendors, customer technical teams, and other interfacing application team leaders to ensure smooth BAU support operations
• Participate in leadership activities and provide performance feedback and development coaching

Requirements

• At least 8 years’ Service Delivery Manager experience in IT domain
• Experience with government projects will be an added advantage
• Strong understanding of dashboards and tools (e.g., eG, ManageEngine, SolarWinds, AWS Monitor) to ensure real-time health and performance visibility of operation environments
• ITIL 3 & 4 certified

(EA Reg No: 20C0312)

Please email a copy of your detailed resume to [e-mail] for immediate processing.

Otherwise, you may WhatsApp your latest CV to 6421 4952 for a quicker response.

Only shortlisted candidates will be notified.