Regional IT Service Delivery Lead

HAROLD CONSULTANCY; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

HAROLD CONSULTANCY in Singapore is seeking an experienced IT Service Delivery Lead to oversee IT service delivery & technology initiatives across the APAC region. You will collaborate with business and IT stakeholders to ensure services are aligned with needs and continuously improved.

Responsibilities include governance of IT projects, demand management, incident management, and reporting to management. The role requires strong stakeholder management, service management expertise, and a

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Computing or related discipline.
• IT service management certification is required.
• Proven experience in IT service delivery, IT service management or a similar role.
• Strong understanding of IT infrastructure, applications & enterprise technology environments.
• Knowledge of IT service management principles, processes & quality standards.
• Experience in incidents, escalations, SLAs, OLAs & problem management.
• Experience in project management, IT governance, demand management or PMO functions is desirable.
• Strong stakeholder management & communication skills.
• Customer-focused & service-oriented mindset.

Responsibilities

• Oversee IT service delivery & technology initiatives across APAC.
• Coordinate with business and IT stakeholders to align services with business needs.
• Review, prioritise and track IT demands based on priorities, resources & timelines.
• Monitor progress and elevate risks or issues as required.
• Support budgeting, cost monitoring & resource planning.
• Coordinate with external IT vendors & service providers.
• Provide regular updates & reports to management on IT initiatives & service performance.
• Manage incidents, escalations and major incidents; drive service improvement.

Education

Bachelor's degree in Information Technology, Computer Science, Computing or related discipline

IT service management certification

Stakeholder management

Communication skills

Analytical & problem-solving skills

Organized & detail-oriented

Independent working

Customer-focused mindset

Job description

Scope: APAC

About The Role

We are looking for an experienced IT Service Delivery Lead to oversee IT service delivery & technology initiatives across the APAC region. You will work closely with business & IT stakeholders to ensure technology services & projects are aligned with business needs, delivered effectively & continuously improved. You will be responsible for service management, project governance, demand management, stakeholder coordination & operational performance. You will also play a key role in managing major incidents, improving service quality & ensuring IT services meet agreed business & service requirements.

Key Responsibilities

IT Governance & Demand Management

• Manage & coordinate IT requests & initiatives across the region
• Work with business stakeholders to understand requirements & assess IT needs
• Review, prioritise & track IT demands based on business priorities, resources & timelines
• Monitor progress of IT initiatives & elevate risks or issues where required
• Support IT budgeting, cost monitoring & resource planning
• Coordinate with external IT vendors & service providers
• Provide regular updates & reports to management on IT initiatives & service performance

Project & Portfolio Management

• Support planning, governance & delivery of IT projects across the region
• Establish & maintain project management processes, standards & controls
• Monitor project scope, timelines, budgets, resources, risks & dependencies
• Coordinate project reviews & management meetings
• Support resource allocation & capacity planning
• Prepare project portfolio reports & dashboards for management
• Identify opportunities to improve project delivery processes & operational efficiency
• Ensure projects remain aligned with business priorities & expected outcomes

IT Service Management

• Manage & continuously improve IT service delivery across APAC
• Ensure IT services meet agreed service levels, quality standards & business requirements
• Monitor SLAs & OLAs for incidents, service requests & operational support
• Act as the main point of contact for service-related issues & escalations
• Coordinate management of major incidents, including critical escalations
• Work with relevant teams to identify root causes & prevent recurring incidents
• Drive problem management & service improvement initiatives
• Monitor service performance & identify opportunities to improve customer satisfaction
• Develop communication plans for major incidents, service disruptions & service improvements
• Ensure compliance with agreed service levels & IT service management standards
• Take a proactive approach to identifying operational risks & improving service reliability

Requirements

• Bachelor's degree in Information Technology, Computer Science, Computing or related discipline
• IT service management certification is required
• Proven experience in IT service delivery, IT service management or a similar role
• Good understanding of IT infrastructure, applications & enterprise technology environments
• Strong knowledge of IT service management principles, processes & quality standards
• Experience managing incidents, escalations, SLAs, OLAs & problem management
• Experience in project management, IT governance, demand management or PMO functions is highly desirable
• Strong stakeholder management & communication skills
• Customer-focused & service-oriented mindset
• Strong analytical & problem-solving skills
• Process-oriented, hands-on & detail-oriented
• Able to work independently & manage multiple priorities
• Able to handle confidential & sensitive information appropriately
• Good understanding of current technology trends & their potential business applications