Senior IT Delivery & AI-Driven Service Manager

JOBSTER PRIVATE LTD.; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

JOBSTER PRIVATE LTD. in Singapore seeks an experienced IT Service Manager to lead managed services, govern incident/change processes, and drive AI-enabled improvements. You will coordinate vendors, monitor service delivery, and engage stakeholders to deliver reliable IT infrastructure and applications.

The role emphasizes customer interaction, analytics, and continuous service improvement with a focus on automation and AI-driven monitoring.

Qualifications

• Degree or Diploma in Computer Science, IT, or related disciplines.
• Minimum 5 years working experience as an application lead.
• Self-driven and able to work in a team and independently.
• Strong understanding of service management and ITIL basics.
• Experience with Atlassian products, Jira, Scrum or Kanban is a plus.

Responsibilities

• Actively manage and interact with customers to assist on product services, queries, and relationship building.
• Monitor progress and obtain updates on incident resolution, providing timely updates to tenants.
• Conduct regular reviews on incident resolution rates and service request fulfilment turnaround.
• Communicate advisories requested by product teams and issue timely maintenance notifications.
• Build standard templates, knowledge bases, and AI-enabled chat/response tools.
• Collate feedback and analytics to advise product design/engineering on improvements and new features.
• Participate in process development, monitor outcomes, and provide feedback for fitness.
• Review customer service requests, ensure quality of delivery, and prioritize deliverables.
• Perform overall management of managed services: service delivery and operational deliverables.
• Manage day-to-day production activities, ensuring operations run smoothly.
• Implement ITIL service management and security measurement to meet SLA requirements.
• Govern adherence to incident management and change management processes.
• Monitor, control, and support service delivery with proper procedures.
• Handle vendor management to meet standards and timelines.
• Regular operational reviews using automation and AI-driven monitoring tools.
• Explore and deploy AI/automation solutions to enhance efficiency and customer experience.

Skills

Self-driven

Team player

Communication

Time management

Analytical

Problem solving

Empathy

Stakeholder management

Adaptability

Education

Degree or Diploma in Computer Science/IT

Tools

Jira

Atlassian suite

AWS

Azure

Google Cloud

RPA tools

AI chatbots

Predictive monitoring

Workflow automation

Job description

JOBSTER PRIVATE LTD. in Singapore seeks an experienced IT Service Manager to lead managed services, govern incident/change processes, and drive AI-enabled improvements. You will coordinate vendors, monitor service delivery, and engage stakeholders to deliver reliable IT infrastructure and applications.

The role emphasizes customer interaction, analytics, and continuous service improvement with a focus on automation and AI-driven monitoring.