Senior / IT Operations Delivery Manager (AMK)

MAESTRO HUMAN RESOURCE PTE. LTD.; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

A leading IT management firm in Singapore is seeking a highly experienced individual to lead and manage the operational reliability and security of mission-critical IT systems. The role requires 10-15 years of IT operations experience, with a focus on compliance and service delivery to government agencies. Candidates should possess a Bachelor's or Master's in a relevant field and significant leadership experience in mission-critical environments. This position also involves vendor management and stakeholder communication, ensuring robust operational and risk management practices.

Qualifications

• 10–15+ years in IT operations for mission‑critical systems.
• 5+ years in managerial roles leading multi‑disciplinary teams.
• Proven experience in government/public safety domains.

Responsibilities

• Own uptime/availability targets for critical systems.
• Lead Major Incident Management and post‑incident reviews.
• Ensure adherence to government ICT governance and cybersecurity directives.

Skills

IT operations management

Incident management

Cybersecurity compliance

Service management

Vendor management

Stakeholder engagement

Education

Bachelor’s/Master’s in Computer Science, Information Systems, Engineering

Tools

ITIL

HA architectures

Virtualization

Container platforms

Hybrid cloud

Job description

Job Purpose

Lead and manage the operational reliability, security, and lifecycle of mission‑critical IT systems that support MHA agencies. Ensure 24/7 availability, compliance with government ICT/cybersecurity policies, and efficient service delivery to frontline operations (e.g., policing, border control, emergency response, custodial management).

Scope of Accountability

• Mission‑critical systems (case management, incident response, identity/border systems, logistics/asset, sensemaking platforms)
• Hosting environments (on‑prem DCs, private cloud, Government cloud)
• ITSM processes (Incident, Problem, Change, Release, Configuration, Capacity, Availability)

Key Responsibilities

1) Operational Excellence & Reliability

• Own uptime/availability targets for critical systems
• Lead Major Incident Management (MIM) and post‑incident reviews; drive root cause analysis and preventive actions.
• Maintain configuration baselines (CMDB), capacity plans, and performance tuning.

2) Cybersecurity & Compliance (Government/MHA Context)

• Ensure adherence to government ICT governance (e.g., IM8‑equivalent policies), cybersecurity directives, and agency‑specific standards.
• Oversee identity/access management, data protection, and audit readiness; manage evidence for internal/external audits.

3) Service Management & Vendor Governance

• Run ITSM processes per agreed SLAs/OLAs; continuously improve service quality.
• Govern MSPs/third‑party vendors: performance reviews, backlog management and contract renewals.

6) Stakeholder Engagement & Communication

• Serve as the operational point of contact to agency operations leaders; translate operational needs into technical actions and service improvements.
• Provide risk registers, and executive briefings; escape risks early with mitigation options.
• Coordinate operational readiness.

7) People Leadership & Culture

• Build a high‑performing operations team (24/7 coverage where applicable)
• Coach engineers on incident handling, secure operations, and documentation discipline.
• Foster a safety‑first, compliance‑first, and continuous improvement culture.

Required Qualifications & Experience

• Bachelor’s/Master’s in Computer Science, Information Systems, Engineering or related field.
• 10–15+ years in IT operations for mission‑critical systems; 5+ years in managerial roles leading multi‑disciplinary teams.
• Proven experience in government/public safety domains (e.g., policing/dispatch).
• Strong grounding in ITIL (Incident/Problem/Change/Release), vulnerability/patch management, and secure operations.
• Hands‑on familiarity with HA architectures, DR orchestration, virtualization, container platforms, and hybrid cloud (Gov/private/on‑prem).
• Track record managing vendors/MSPs under strict SLAs, with financial and contractual accountability.
• Experience with audit engagements.

Preferred/Good‑to‑Have

• Security clearance eligibility and experience handling classified environments.
• Knowledge of government ICT governance (e.g., IM8‑equivalent), PDPA/data protection

5 day week @ AMK