[LPS] Service Delivery Director - AWS

Lenovo; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

Lenovo in Singapore seeks a seasoned Service Delivery leader to oversee multi-government accounts, driving governance, automation, and secure cloud operations. You will partner with GovTech, manage cross-agency portfolios, and mentor SDMs, Technical Leads, and engineering teams to ensure CSI and SLA excellence.

Ideal candidates have 10+ years in IT service delivery with GovTech experience, strong ITIL/ISO frameworks, and hands-on cloud platform familiarity in AWS and Azure GCC.

Qualifications

• Bachelor's degree in Computer Science, IT or related field; advanced degree preferred.
• Minimum 10 years in IT service delivery management with 5+ years in large-scale managed services or cloud ops.
• Proven success managing GovTech contracts, IM8-compliant environments, and multi-agency portfolios.

Responsibilities

• Provide leadership for service delivery across government accounts in GCC and hybrid infrastructure.
• Define and enforce governance frameworks aligned with GovTech standards, IM8, and SLAs.
• Lead end-to-end delivery lifecycle including incident, problem, change, and release management.
• Establish maker-checker and audit-ready processes for accountability and compliance.
• Serve as senior point of contact for agency CIOs and IT heads with proactive escalation.
• Drive automation and AIOps adoption to reduce manual workload and improve detection.

Skills

Service delivery management

Governance frameworks

Cloud operations leadership

Stakeholder management

GovTech contracts

Education

Bachelor's degree in CS/IT

Advanced degree preferred

Tools

AWS GCC

Azure GCC

ITIL

ISO 27001

ServiceNow ITSM

ABLR

Grafana

Job description

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world's largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo's continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo's world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via our StoryHub .

Description and Requirements

Service Delivery Leadership & Governance

• Provide overall leadership for service delivery across multiple government accounts under the GCC and hybrid infrastructure environment.
• Define, implement, and enforce service governance frameworks in alignment with GovTech's ICT standards, IM8, and Ministry-level SLAs.
• Lead the end-to-end delivery lifecycle—covering incident, problem, change, and release management—ensuring consistent adherence to service protocols and escalation paths.
• Establish and maintain robust "maker-checker" and audit-ready processes to ensure accountability and compliance.

Stakeholder & Agency Engagement

• Serve as the senior point of contact for agency CIOs, IT Heads, and GovTech cluster leads, ensuring transparent communication and proactive escalation management.
• Conduct monthly and quarterly service reviews (QSRs) with agencies, highlighting operational performance, incident trends, remediation status, and improvement plans.
• Partner with GovTech and internal delivery teams to ensure alignment of service outcomes with national digital strategies and agency transformation goals.
• Build trusted executive relationships, providing strategic advisory on automation, observability, and cybersecurity readiness.

Operational Excellence & Service Transformation

• Drive automation and AIOps adoption (e.g., observability dashboards, ShipHat initiatives) to reduce manual workload and improve incident detection and response time.
• Oversee cloud service stability, cost optimization (FinOps), and compliance tracking across AWS GCC and Azure GCC platforms.
• Ensure continuous service improvement (CSI) initiatives, leveraging ITSM tool integration (e.g., ServiceNow, Streams) for unified service visibility and SLA reporting.
• Champion structured governance on change freeze windows, security patching, and log review compliance (ABLR).
• Lead and mentor Service Delivery Managers (SDMs), Technical Leads, and Engineering Teams, fostering operational discipline, knowledge retention, and workforce motivation.
• Oversee workforce clearance planning, on/off-boarding, and knowledge transfer (KT) activities to ensure business continuity and compliance with security clearance requirements.
• Drive resource planning and backfill readiness, ensuring adequate coverage across multiple GCC environments and critical agency workloads.
• Promote a One LPS (or equivalent) culture that emphasizes collaboration, accountability, and service excellence.
• Ensure all operations comply with IM8, ISO 27001, GovTech directives, and internal audit requirements.
• Partner with Cybersecurity teams to review security posture, manage vulnerability remediation, and support incident response readiness.
• Maintain audit-ready documentation for SLA evidence, SOPs, KT records, access matrices, and change approval records.
• Proactively identify and mitigate potential single points of failure (SPOF) and operational risks.

Financial & Performance Management

• Manage service contract financials, including forecasting, cost allocation, and TCV optimization.
• Monitor and report service KPIs, SLAs, and compliance metrics to senior management and agency stakeholders.
• Identify and drive opportunities for cost efficiency through automation, shared service delivery, and workload optimization.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related discipline; advanced degree preferred.
• Experience: Minimum 10 years of IT service delivery management experience, with at least 5 years leading large-scale managed services or cloud operations within the Singapore Government or regulated sectors.
• Proven success managing GovTech contracts, IM8-compliant environments, and multi-agency service portfolios.

Technical & Process Competencies

• Deep understanding of AWS GCC, Azure GCC, and hybrid cloud architectures, including associated monitoring tools (CloudWatch, Azure Monitor, Grafana).
• Strong command of ITIL, ISO 20000, and ISO 27001 frameworks, with working knowledge of DevSecOps, AIOps, and FinOps practices.
• Familiarity with GovTech systems such as Streams, ServiceNow ITSM, ABLR, and CTS processes.
• Strong track record in service automation, observability, and structured change management under government compliance.

Leadership & Soft Skills

• Strategic leader with strong stakeholder management, executive communication, and crisis management capabilities.
• Adept at balancing cybersecurity and operational agility in compliance-driven environments.
• Excellent negotiation, presentation, and client engagement skills with a proactive, solution-oriented mindset.
• Collaborative and empathetic leadership style, able to inspire teams through vision, structure, and accountability.

Additional Locations

• Singapore - Central Singapore - Singapore
• Singapore - Central Singapore - SINGAPORE

If you require an accommodation to complete this application, please contact [e-mail]