Senior Managed Services Operations Specialist (Delivery and Operations)

NTT SINGAPORE PTE. LTD.; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A multinational technology services provider in Singapore is seeking a Service Delivery Manager to ensure the end-to-end delivery of IT infrastructure services. The ideal candidate will demonstrate extensive experience in managed services delivery, oversee compliance with ITIL standards, and manage vendor relationships. Strong communication and leadership skills along with a relevant degree are required. This role offers an opportunity to drive continuous improvement initiatives within a dynamic environment.

Qualifications

• Bachelor’s degree or equivalent in Information Technology or related field.
• ITIL certification is desirable.
• Experience in managed services delivery within a large scale technology environment.

Responsibilities

• Ensure end-to-end delivery of IT infrastructure services.
• Act as the technical authority across infrastructure towers.
• Ensure adherence to security baselines and data protection policies.
• Lead and mentor operations teams (L1–L3 engineers).
• Identify and implement automation and optimization opportunities.
• Provide service dashboards and performance reports.

Skills

Service delivery management

Technical governance

Incident management

Security compliance

Vendor management

Continuous improvement

Communication skills

Education

Bachelor's degree in Information Technology

Tools

ITIL certification

Job description

1. Service Delivery Oversight

• Ensure end-to-end delivery of IT infrastructure services (network, cloud, server, storage, workplace, EUC, and service desk).
• Maintain service levels and KPIs as per contractual commitments.
• Oversee incident, problem, and change management processes for compliance with ITIL standards.
• Conduct daily/weekly service reviews to track performance, risks, and escalations.
• Manage shift operations and ensure 24x7 coverage, including effective handover between teams.

2. Technical Governance & Operations

• Act as the technical authority across infrastructure towers, providing direction to SMEs and engineers.
• Review monitoring and alerting frameworks to ensure proactive issue detection.
• Oversee patching, upgrades, capacity planning, system health checks.
• Drive root cause analysis (RCA) for major incidents and ensure timely preventive actions.
• Govern change implementation, ensuring risk assessment and rollback plans are in place.

3. Compliance, Security & Risk Management

• Ensure adherence to security baselines, data protection policies, and audit requirements.
• Work closely with the information security team for vulnerability remediation and compliance reporting.
• Maintain risk registers and implement mitigation plans for operational and service risks.
• Validate license compliance, software asset management, and infrastructure documentation.

4. People & Vendor Management

• Lead and mentor the operations teams (L1–L3 engineers, shift leads, service desk managers).
• Define clear roles, responsibilities, and performance metrics.
• Manage third‑party vendors and OEM partners, including SLA and contract adherence.
• Drive training and upskilling programs to maintain technical capability across technologies.
• Foster a culture of accountability, collaboration, and continuous improvement.

5. Continuous Service Improvement (CSI)

• Identify and implement automation, orchestration, and optimization opportunities.
• Review operational trends to reduce recurring incidents and improve MTTR.
• Champion problem management initiatives and share lessons learned.
• Introduce knowledge management practices to build operational maturity.
• Develop and track improvement roadmaps aligned with client objectives.

6. Reporting & Stakeholder Communication

• Provide daily/weekly/monthly service dashboards and performance reports.
• Conduct service review meetings with clients and internal management.
• Present incident summaries, SLA compliance, and risk updates to leadership.
• Communicate proactively during major incidents and planned outages.
• Support governance forums, audits, and client satisfaction reviews.

Academic qualifications and certifications

• Bachelor’s degree or equivalent degree in Information Technology or Computing or related field.
• ITIL certification is desirable.

Required experience

• Advanced demonstrated work experience in Managed Services delivery within a large scale (preferably multi‑national) technology services environment.
• Advanced demonstrated experience gained in a Managed Services delivery environment including technical and service management exposure.
• Advanced demonstrated experience in managing customer escalation situations and objection handling.
• Advanced demonstrated Managed Services operations experience.