IT Service Delivery Manager (Many Positions)

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

Job summary

A leading IT service provider in Singapore is looking for an experienced individual to manage IT service delivery and infrastructure operations. The ideal candidate will have at least 12 years in IT management, possess ITIL certification, and excel in project and vendor management. Responsibilities include ensuring SLA compliance, daily operational oversight, and collaboration with technical teams. This role calls for solid networking knowledge and a proactive problem-solving approach, making it essential to have a background in cloud infrastructure and ITSM practices.

Qualifications

• Minimum 12 years of experience in IT service delivery.
• ITIL v3 and v4 certified.
• Strong knowledge in networking, servers, virtualization, and cloud infrastructure.

Responsibilities

• Lead troubleshooting and root cause analysis for IT issues.
• Manage infrastructure delivery and ensure SLA compliance.
• Oversee daily operations including incident and change management.

Skills

Networking

Project management

Vendor management

Communication

Troubleshooting

ITIL practices

Education

Diploma or higher in IT, Software, or Engineering

Tools

AWS

VMware

Monitoring tools (e.g., SolarWinds)

ITSM platforms

Job description

Responsibilities:

• Ensure adherence to established processes and procedures.
• Lead complex troubleshooting and root cause analysis for network, system, and infrastructure issues.
• Manage infrastructure delivery across AWS, on-premises, VMware, and hyper-converged environments, ensuring SLA compliance and customer satisfaction.
• Oversee daily operations, including incident, change, and problem management.
• Utilize monitoring tools (e.g., eG, ManageEngine, SolarWinds, AWS Monitor) for real‑time operational visibility.
• Support OT/IT infrastructure projects by contributing to planning, budgeting, resource allocation, and risk management aligned with Industry 4.0, WOG, and IM8 standards.
• Develop ITSM processes and establish IT Service Desk operations based on ITIL best practices.
• Plan and implement Day‑2 operations (e.g., engineering schedules, annual activity calendars, PM, patch management, audits).
• Conduct regular service reviews with clients, delivering performance insights and addressing evolving needs.
• Manage infrastructure capacity and resource planning to ensure optimal performance.
• Collaborate with cybersecurity teams to maintain security controls and proactively resolve vulnerabilities.
• Maintain comprehensive service reports (SLAs, KPIs, incidents) and documentation.
• Manage operational CAPEX/OPEX, including asset tracking (CMDB), license renewals, hardware maintenance, and vendor contracts.
• Provide regular account updates and reports to clients.
• Conduct periodic SLA and KPI reviews to ensure service alignment with customer expectations.
• Coordinate with vendors, client technical teams, and interfacing systems to ensure seamless BAU operations.

Requirements:

• Diploma or higher in IT, Software, or Engineering disciplines.
• Minimum 12 years of experience in IT service delivery, project/program management, and vendor/client management.
• ITIL v3 and v4 certified.
• Preferably experienced in OT systems (e.g., facial recognition, access control).
• Hands‑on and willing to troubleshoot on‑site as needed.
• Experience working with government agencies and familiarity with IM8, GCC, and WOG frameworks is a plus.
• Strong knowledge in networking, servers, virtualization, and cloud infrastructure.
• Proficient in monitoring tools, ITSM platforms, and disaster recovery planning.
• Skilled in vendor and contract management.
• Excellent communication skills, a fast learner, and a collaborative team player.

Only shortlisted candidates will be notified.

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

(EA Reg No: 20C0312)