Managed Services Delivery Lead

INNOVATIQ SOLUTIONS PTE. LTD.; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

INNOVATIQ SOLUTIONS PTE. LTD. is seeking an experienced Program Manager and Escalation Manager to own the end-to-end delivery of the MS solution.

The role acts as a key IT management partner, coordinating between ITOC and the account team for service-related issues and integration actions. The candidate will master escalation processes, engage Product Engineering when needed, and ensure clear communication of milestones and decisions to the client.

Qualifications

• Certification in PMP/Prince2/ITIL preferred.
• Prior experience in Managed Services with enterprise clients a plus.
• Knowledge of technology fundamentals and trends is essential.
• Excellent ability to influence across and up – achieving/beating expected business outcomes.
• Demonstrate strong business, programming, and analytical skills - break down business challenges into solutions with a clear path forward.

Responsibilities

• Provide overall responsibility for the MS delivery and act as the customer’s IT management focal for service-related issues and escalations.
• Serve as the point of contact within ITOC and as the remote service advocate within the client.
• Partner with the customer to ensure team knowledge of critical IT services and business objectives.
• Escalate calls to extended support, engaging additional resources as needed, for resolution.
• Coordinate with Product Engineering during escalation and design issues.

Skills

PMP/Prince2/ITIL

Managed Services

Escalation Management

Stakeholder Engagement

Leadership

Problem Solving

Negotiation

Communication

Job description

INNOVATIQ SOLUTIONS PTE. LTD. is seeking an experienced Program Manager and Escalation Manager to own the end-to-end delivery of the MS solution.

The role acts as a key IT management partner, coordinating between ITOC and the account team for service-related issues and integration actions. The candidate will master escalation processes, engage Product Engineering when needed, and ensure clear communication of milestones and decisions to the client.