Onshore IT Service Delivery Leader

ernst & young advisory pte. ltd.; Singapore; On-site; SGD 150,000 - 210,000; Full time

Job summary

EY is seeking a seasoned Service Delivery Manager to lead a large-scale IT operations and managed services engagement in Singapore. The SDM will be responsible for end-to-end service delivery, governance, stakeholder management, and leadership of a fully onshore team of 40–50 professionals.

The ideal candidate has 15+ years in IT and at least 5 years in a SDM/Operations leadership role, with a strong track record in ITSM, incident/problem/change, and service reporting.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Systems, or related field.
• 15+ years IT industry experience.
• 5+ years in Service Delivery/Operations leadership.
• Experience leading large-scale IT operations or managed services.
• Experience managing 40–50 personnel onshore delivery teams.
• Strong ITSM, governance, and service-excellence track record.

Responsibilities

• Lead and manage large-scale IT operations and support services.
• Own service delivery performance, ensuring SLA/KPI compliance.
• Establish governance, controls, reporting, and escalation procedures.
• Drive service excellence through continuous improvement and automation.
• Provide leadership during major incidents, disruptions, and escalations.
• Lead onshore team of 40–50 personnel and drive accountability.
• Manage resource planning, workforce development, and succession planning.
• Coach and mentor team leads and key personnel.
• Oversee Incident, Problem, Change, Release, and Knowledge Management processes.
• Drive improvements for stability, reliability, and platform modernization.
• Manage operational risks, business continuity, and security/compliance.
• Act as primary contact for senior client stakeholders and executives.
• Lead governance meetings, reviews, and executive reporting.
• Ensure adherence to policies and regulatory requirements.
• Monitor service performance metrics and drive corrective actions.
• Prepare for audits and governance reviews.

Skills

Leadership

ITSM

Incident Management

Change Management

Governance

Stakeholder Management

Automation

Cloud Operations

Project Management

Communications

Education

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

Tools

ITIL

PMP

PRINCE2 Practitioner

Scrum Master

Azure

AWS

Google Cloud

Job description

EY is seeking a seasoned Service Delivery Manager to lead a large-scale IT operations and managed services engagement in Singapore. The SDM will be responsible for end-to-end service delivery, governance, stakeholder management, and leadership of a fully onshore team of 40–50 professionals.

The ideal candidate has 15+ years in IT and at least 5 years in a SDM/Operations leadership role, with a strong track record in ITSM, incident/problem/change, and service reporting.