Senior Cloud Service Delivery Lead

pcs security private limited

Singapore

On-site

SGD 120,000 - 180,000

Full time

3 days ago

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Job summary

PCS Security Private Limited invites an experienced leader to steer cloud service delivery for enterprise clients. You will drive strategy, oversee post-delivery operations, and ensure SLA compliance across AWS/Azure/GCP and Broadcom VMware Private Cloud.

You will champion ITIL practices, manage escalations, and collaborate with Infrastructure, Engineering and Application teams to align service delivery with business goals. Strong communication and cross-functional leadership are essential.

Qualifications

Bachelor degree in CS/CE or related discipline.
8+ years in IT service delivery with 3+ years in cloud operations.
Proven ability to lead cross-functional teams and manage enterprise clients.
Strong communication and stakeholder-management skills.

Responsibilities

Act as the Service Director's delegate, overseeing team priorities and strategic initiatives.
Drive cloud and service adoption strategies, aligning with business goals and customer needs.
Lead post-delivery operations including contract renewals, asset tracking, and maintenance reporting.
Responsible for the delivery and operations of Broadcom VMware Private Cloud services, ensuring SLA compliance and system reliability.
Manage escalations and Severity 1 incidents, coordinating with internal teams and communicating with customers and stakeholders.
Monitor cloud infrastructure performance and proactively identify areas for optimization and automation.
Serve as the primary escalation point for service issues and customer complaints.
Ensure transparent communication with customers throughout the escalation and resolution process.
Present monthly SLA summaries and service performance reports to clients.
Champion ITIL processes (Incident, Problem, Change) and guide the operations team in adoption and compliance.
Identify and implement process improvements and tool enhancements to support service delivery.
Facilitate Service Improvement Plans and ensure continuous service enhancement.
Prepare and present performance reports, improvement plans, and compliance metrics.
Oversee vendor management and ensure adherence to contractual obligations.
Collaborate with Infrastructure, Engineering, and Application teams to align service delivery with business needs.
Provide on-call support for critical systems and networks.
Maintain disaster recovery readiness and ensure security and compliance across cloud environments (as required)