Senior IT Service Delivery Manager (Infrastructure & Cloud)

TALENTSIS PTE. LTD.; Singapore; On-site; SGD 100,000 - 130,000; Full time

Job summary

An IT services company based in Singapore is seeking a seasoned IT Service Delivery Manager to lead complex troubleshooting, manage infrastructure delivery, and develop ITSM processes aligned with ITIL best practices. The ideal candidate will have over 12 years of experience in IT service delivery and strong knowledge in networking, servers, virtualization, and cloud infrastructure. This role requires excellent communication skills and a proactive approach in managing operations and vendor relationships.

Qualifications

• 12+ years of experience in IT service delivery, project/program management.
• Hands-on troubleshooting on-site as needed.
• Experience with government agencies and familiarity with IM8, GCC, WOG.

Responsibilities

• Ensure adherence to procedures and lead troubleshooting for network issues.
• Manage infrastructure across AWS, on-premises, VMware.
• Develop ITSM processes based on ITIL best practices.

Skills

Networking

Virtualization

Cloud infrastructure

ITIL v3 and v4

Vendor and contract management

Project management

Excellent communication skills

Troubleshooting

Education

Diploma or higher in IT, Software, or Engineering disciplines

Tools

Monitoring tools (e.g., eG, ManageEngine, SolarWinds, AWS Monitor)

ITSM platforms

Job description

Responsibilities:

• Ensure adherence to established processes and procedures.
• Lead complex troubleshooting and root cause analysis for network, system, and infrastructure issues.
• Manage infrastructure delivery across AWS, on-premises, VMware, and hyper-converged environments, ensuring SLA compliance and customer satisfaction.

Oversee daily operations, including incident, change, and problem management.

• Utilize monitoring tools (e.g., eG, ManageEngine, SolarWinds, AWS Monitor) for real-time operational visibility.
• Support OT/IT infrastructure projects by contributing to planning, budgeting, resource allocation, and risk management aligned with Industry 4.0, WOG, and IM8 standards.
• Develop ITSM processes and establish IT Service Desk operations based on ITIL best practices.
• Plan and implement Day-2 operations (e.g., engineering schedules, annual activity calendars, PM, patch management, audits).
• Conduct regular service reviews with clients, delivering performance insights and addressing evolving needs.
• Manage infrastructure capacity and resource planning to ensure optimal performance.
• Collaborate with cybersecurity teams to maintain security controls and proactively resolve vulnerabilities.
• Maintain comprehensive service reports (SLAs, KPIs, incidents) and documentation.
• Manage operational CAPEX/OPEX, including asset tracking (CMDB), license renewals, hardware maintenance, and vendor contracts.
• Provide regular account updates and reports to clients.
• Conduct periodic SLA and KPI reviews to ensure service alignment with customer expectations.
• Coordinate with vendors, client technical teams, and interfacing systems to ensure seamless BAU operations.

Requirements:

• Diploma or higher in IT, Software, or Engineering disciplines.
• Minimum 12 years of experience in IT service delivery, project/program management, and vendor/client management.
• ITIL v3 and v4 certified.
• Preferably experienced in OT systems (e.g., facial recognition, access control).
• Hands-on and willing to troubleshoot on-site as needed.
• Experience working with government agencies and familiarity with IM8, GCC, and WOG frameworks is a plus.
• Strong knowledge in networking, servers, virtualization, and cloud infrastructure.
• Proficient in monitoring tools, ITSM platforms, and disaster recovery planning.
• Skilled in vendor and contract management.
• Excellent communication skills, a fast learner, and a collaborative team player.