IT Service Desk Lead: SLA Champion & Team Growth

Beyond2u Sdn Bhd; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Beyond2u Sdn Bhd is seeking a Service Delivery Manager to oversee IT services delivery, ensuring SLA adherence and service quality. You will manage the Service Desk team, handle escalations, and drive improvements across processes and documentation.

The role requires a degree in CS/IT, 3+ years leading IT Service Desk operations, and proficiency with ServiceNow. PMP or ITIL familiarity is a plus and a customer-centric mindset is essential.

Qualifications

• Degree in Computer Science, Information Technology, or related field.
• PMP or similar certification is an added advantage.
• Experience with ITIL processes and IT service management.

Responsibilities

• Oversee delivery of IT services and ensure SLAs and quality standards.
• Handle escalations and major incidents with timely resolution.
• Manage daily manpower resourcing for the Service Desk team and buffer engineers.
• Mentor and evaluate Service Desk staff; lead recruitment and training.

Skills

Leadership

Stakeholder management

Communication

Time management

Education

Bachelor's degree in CS/IT

Tools

ServiceNow

Job description

Beyond2u Sdn Bhd is seeking a Service Delivery Manager to oversee IT services delivery, ensuring SLA adherence and service quality. You will manage the Service Desk team, handle escalations, and drive improvements across processes and documentation.

The role requires a degree in CS/IT, 3+ years leading IT Service Desk operations, and proficiency with ServiceNow. PMP or ITIL familiarity is a plus and a customer-centric mindset is essential.