Senior Service Delivery Manager

OPUS IT Services Pte Ltd; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

OPUS IT Services Pte Ltd in Singapore is seeking a seasoned Service Delivery Manager to oversee stable operations after go-live, lead L1–L3 support, and ensure incidents are resolved within SLA.

You will coordinate with customers and vendors, manage change, patching, and maintenance, monitor health and performance, and drive continuous service improvements while maintaining security and audit readiness. A ITIL 4 Foundation and 2+ years in a lead role are preferred.

Qualifications

• 5-8 years in application or infrastructure support and maintenance, including 2+ years in a lead or managerial role.
• Experience managing multi-tier support (L1 to L3) for production systems under SLA.
• Strong incident, problem, and change management background.
• ITIL 4 Foundation; PMP, PRINCE2, or cloud certifications such as AWS or Azure (preferred).
• Experience coordinating vendors and handling customer escalations.

Responsibilities

• Oversee L1, L2, and L3 support, ensuring incidents and service requests are triaged, resolved, or escalated within SLA
• Manage the service desk, including ticket quality, escalation paths, and shift coverage
• Manage problem management and root cause analysis to prevent recurring issues
• Coordinate corrective, preventive, and adaptive maintenance, including patching and upgrades
• Plan and control changes and releases, including emergency fixes and maintenance windows
• Monitor system health, availability, and performance, and act on alerts and trends
• Lead major incident response, communication, and post-incident reviews
• Manage vendors and third-party support against contractual SLAs
• Maintain runbooks, knowledge base, and operational documentation to enable L1 resolution and reduce escalations
• Ensure security and compliance, including vulnerability remediation and audit readiness
• Report on support performance and maintenance activities in regular service reviews
• Track support budgets, licences, and renewals, and manage the service risk register

Skills

ITSM knowledge

ServiceNow/Jira

Cloud & infra support

Team leadership

Stakeholder comms

Incident & change mgmt

Education

Bachelor's degree in IT/CS/Engineering

Tools

ServiceNow

JIRA Service Management

Job description

Service Delivery Manager (SDM)

Responsible for the stable, secure, and reliable operation of the system after go-live. Leads the L1, L2, and L3 support teams and coordinates with the customer and vendors to ensure issues are resolved within agreed SLAs and the system stays available and up to date.

Key Responsibilities

• Oversee L1, L2, and L3 support, ensuring incidents and service requests are triaged, resolved, or escalated within SLA
• Manage the service desk, including ticket quality, escalation paths, and shift coverage
• Manage problem management and root cause analysis to prevent recurring issues
• Coordinate corrective, preventive, and adaptive maintenance, including patching and upgrades
• Plan and control changes and releases, including emergency fixes and maintenance windows
• Monitor system health, availability, and performance, and act on alerts and trends
• Lead major incident response, communication, and post-incident reviews
• Manage vendors and third-party support against contractual SLAs
• Maintain runbooks, knowledge base, and operational documentation to enable L1 resolution and reduce escalations
• Ensure security and compliance, including vulnerability remediation and audit readiness
• Report on support performance and maintenance activities in regular service reviews
• Track support budgets, licences, and renewals, and manage the service risk register

Qualifications

• Bachelor's degree in IT, Computer Science, Engineering, or a related field (or equivalent experience)
• 5-8 years in application or infrastructure support and maintenance, including 2+ years in a lead or managerial role
• Experience managing multi-tier support (L1 to L3) for production systems under SLA
• Strong incident, problem, and change management background
• Experience coordinating vendors and handling customer escalations
• ITIL 4 Foundation; PMP, PRINCE2, or cloud certifications such as AWS or Azure (preferred)

Skills

• Strong ITSM knowledge and tools (e.g. ServiceNow, JIRA Service Management)
• Working knowledge of cloud, infrastructure, monitoring, and application support
• Familiarity with patching, vulnerability management, and DevSecOps practices
• Team leadership, including shift planning and capability development across support tiers
• Clear communication, stakeholder management, and calm decision-making under pressure