Lead Large-Scale IT Operations & Service Delivery

Ernst & Young Solutions LLP; Singapore; On-site; SGD 180,000 - 240,000; Full time

Benefits offered by this job

Continuous learning

Flexible working arrangements

Inclusive culture

Job summary

EY Singapore is seeking an experienced Service Delivery Manager to lead a large-scale IT operations and managed services engagement. You will be accountable for end-to-end service delivery, governance, and leadership of a fully onshore team of 40-50 professionals.

The ideal candidate brings 15+ years in IT, 5+ years in SDM/Operations leadership, and proven ability to manage mission-critical services in complex environments. PMP and ITIL/PRINCE2 certifications are preferred.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Systems, or related field.
• Minimum 15 years of IT industry experience.
• At least 5 years in a Service Delivery Manager, Operations Manager, or equivalent leadership role.
• Proven experience leading large-scale IT operations or managed services engagements.
• Experience managing teams of 40-50 personnel, preferably in an onshore delivery model.
• Experience in mission-critical, highly available enterprise environments.
• Strong track record with complex stakeholder landscapes and executive engagements.
• PMP or equivalent project management certification is mandatory.

Responsibilities

• Lead and manage large-scale IT operations and support services.
• Own overall service delivery performance, ensuring SLAs, KPIs, and commitments are met.
• Establish governance, reporting mechanisms, and escalation procedures.
• Drive service excellence through continuous improvement, automation, and optimization.
• Provide leadership during major incidents and escalations.
• Lead an onshore multidisciplinary team of 40-50 personnel.
• Build a high-performance culture focused on accountability and customer satisfaction.
• Coach and mentor team leads to strengthen leadership across the operation.
• Oversee ITSM processes: Incident, Problem, Change, Release, Service Request, Knowledge Management.

Skills

ITSM

Stakeholder management

Leadership

Incident management

Change management

Governance

Automation

Executive engagement

Education

Bachelor’s or Master’s degree in Computer Science / Information Systems

Tools

ITIL v4

PRINCE2 Practitioner

Scrum Master

Cloud certifications (Azure, AWS, Google Cloud)

Job description

EY Singapore is seeking an experienced Service Delivery Manager to lead a large-scale IT operations and managed services engagement. You will be accountable for end-to-end service delivery, governance, and leadership of a fully onshore team of 40-50 professionals.

The ideal candidate brings 15+ years in IT, 5+ years in SDM/Operations leadership, and proven ability to manage mission-critical services in complex environments. PMP and ITIL/PRINCE2 certifications are preferred.