Senior Manager, Service Delivery

Singapore Pools; Singapore; On-site; SGD 150,000 - 210,000; Full time

Benefits offered by this job

Comprehensive total rewards package

Health & wellness benefits

Continuous learning and upskilling

Volunteerism and community initiatives

Job summary

Singapore Pools (Pte) Ltd is seeking a Senior Manager of Service Delivery to own end-to-end IT services, drive modernization of ITSM/ITOM/ITAM, and oversee the CMDB with AI-Ops to automate triage.

You will lead incident command during outages, enforce ITIL processes, and ensure services meet strict SLAs while optimizing vendor performance and cross-functional collaboration across the enterprise.

Qualifications

• Degree-qualified in IT or related field with 5–10 years in IT operations/service management
• At least 3+ years in Major Incident Management/SRE or vendor KPI oversight
• Strong IT governance, SOPs and continuous service improvement
• Hands-on experience with enterprise ITSM/ticketing tools and CMDB architecture

Responsibilities

• Oversee end-to-end IT service delivery against SLAs/KPIs and lead Major Incident Management during crises
• Administer, refresh, and configure ITSM/ITOM/ITAM platforms and the Service Desk; implement AI-Ops integration
• Apply ITIL methodologies for change governance; conduct RCA and post-mortems
• Redesign SOPs and automate operational dashboards reporting
• Manage third-party vendors, negotiate SLAs, support contract renewals, ensure audit readiness

Skills

ITIL v4/v5 Foundation

ITIL Intermediate/Expert

Major Incident Management

SRE practices

Vendor SLAs & KPIs

ITSM & CMDB tools

ServiceNow/SMAX/Jira

CMDB architecture

Stakeholder management

Leadership

Education

Degree in IT / Computer Science

Tools

SMAX

ServiceNow

Jira

CMDB

Job description

Who We Are

Singapore Pools was established by the Singapore government on 23 May 1968 to provide safe and trusted betting to counter illegal gambling. As a not-for-profit organisation, it makes contributions to the Tote Board to fund a wide range of causes in social service, community development, sports, arts, education and health sectors.

Date: 28 Jul 2026

Company: Singapore Pools (Pte) Ltd

Work that powers communities.

Who We Are

Singapore Pools was established by the Singapore government on 23 May 1968 to provide safe and trusted betting to counter illegal gambling. As a not-for-profit organisation, it makes contributions to the Tote Board to fund a wide range of causes in social service, community development, sports, arts, education and health sectors.

Since 2004, over $5 billion have been channelled to the Tote Board. In addition, Singapore Pools also contributes about $2 billion annually to the Government in the form of taxes and duties. Its responsible gaming practices have been awarded the highest level of certification (Level 4) by the World Lottery Association's Responsible Gaming Framework since 2012.

Since inception, Singapore Pools' staff have a long-standing commitment to doing good and giving back to those in need. Staff volunteers support activities held all year round, from helping disadvantaged children, youth-at-risk, underprivileged families, and elderly, to conserving the environment.

Job Purpose

The Senior Manager, Service Delivery oversees the end-to-end delivery and continuous improvement of enterprise IT services, acting as the primary owner of the ITSM platform and Major Incident Management (MIM). This role drives the modernization of IT operations by leading the technical refresh of ITSM/ITOM/ITAM systems, maintaining the Configuration Management Database (CMDB), and implementing early-stage AI-Ops agents to automate issue triage. By establishing strong command and control during critical outages and enforcing rigorous ITIL processes, this role ensures strict adherence to SLAs, optimises vendor performance, and delivers highly resilient corporate services.

What You’ll Do

• Service Delivery & Incident Command: Oversee end-to-end IT service delivery against agreed SLAs/KPIs. Lead Major Incident Management (MIM) by establishing command and control during crises, facilitating resolution calls, delegating technical roles, and ensuring timely communication with senior management.
• ITSM Platform & AI-Ops Integration: Lead the administration, refresh, and configuration of enterprise ITSM, ITOM, ITAM platforms, and the Service Desk. Implement AI-Ops, enrich operational data sources, and design complex self-service workflows to automate issue triage.
• Problem & Change Management Governance: Apply structured ITIL methodologies to maintain CAB-Design and CAB-Release workflows. Conduct impact analyses for change readiness and drive Post-Mortem/Root Cause Analysis (RCA) processes to eliminate recurring incidents.
• Process Engineering & Reporting: Redesign and document enterprise-wide Standard Operating Procedures (SOPs). Create and automate monthly Business Technology (BT) operational performance and service availability dashboard reports.
• Vendor & Stakeholder Management: Serve as the primary point of contact for service delivery alignment. Manage third-party vendors, negotiate SLAs, support contract renewals, ensure strict audit readiness, and provide mentorship to subordinate Service Desk personnel.

Who You Are

• Degree-qualified in Information Technology, Computer Science, Business Administration or a related field, with 5-10 years experience in IT operations, service management, or infrastructure management. Within this period, at least 3+ years must have invovled in Major Incident Management, SRE, or managing vendor SLAs and KPIs.
• Hold certification in ITIL v4/v5 Foundation (required) and ITIL Intermediate or Expert (preferred).
• IT Service Operations: Deep expertise in Service Desk Operations, Escalation Management, and Major Incident Management. Proven ability to confidently command high-stress operational crises and drive multi-disciplinary teams toward rapid resolution.
• Platform Proficiency: Advanced hands-on experience designing workflows and managing enterprise ITSM/ticketing tools (e.g., SMAX, ServiceNow, Jira) and CMDB architecture.
• Technical Acumen: Strong cross-domain understanding of IT infrastructure, cloud services, networks, cybersecurity, and monitoring tools to accurately diagnose issues and evaluate change impacts.
• Governance & Methodologies: Solid grasp of IT governance frameworks, SOP compliance, and driving continuous service improvement based on data trend analysis.
• Professional Skills: Exceptional analytical, decision-making, and problem-solving abilities. Strong verbal and written communication skills to foster cross-team collaboration and deliver clear executive updates.

What We Offer

• Comprehensive total rewards package
• Health & wellness benefits
• Continuous learning and upskilling opportunities
• Volunteerism and community initiatives