Senior Service Delivery Manager (Ref 26546)

JOBLINE RESOURCES PTE. LTD.; Singapore; On-site; SGD 150,000 - 210,000; Full time

Job summary

JOBLINE RESOURCES PTE. LTD. is seeking an experienced IT project manager to oversee infrastructure cloud support and delivery. You will act as the primary focal point for queries, review transition plans with clients, and ensure tasks meet quality and SLA standards across environments.

You will also drive cloud solution initiatives, modernization efforts, and capacity planning while mentoring and leading technical teams to achieve high performance and strong client satisfaction.

Qualifications

• Degree in Information Systems or Computer Science or equivalent.
• 7–10 years of IT project management experience with infrastructure services.
• Knowledge of process improvement methodologies and tools.

Responsibilities

• Act as the primary focal point for support-related queries across infrastructure cloud environments.
• Review transition plans, milestones, and deliverables with clients and teams.
• Ensure support tasks meet agreed quality standards and service levels.
• Conduct regular SLA and KPI reviews to align services with client expectations.
• Escalate out-of-scope variations or critical issues to service delivery leadership.
• Provide regular service delivery reports to clients.
• Lead infrastructure cloud solution initiatives including system upgrades and technology refresh projects.
• Oversee health checks, incident resolution, and risk mitigation plans.
• Foster a collaborative, high-performing team culture.

Skills

IT project management

Leadership

Stakeholder management

Mentoring

Infrastructure services

Education

Bachelor's degree in Information Systems or Computer Science

ITIL Foundation certification

Job description

Responsibilities

• Act as the primary focal point for support-related queries and issues across infrastructure cloud environments


• Review transition plans, milestones, and deliverables with clients and teams


• Ensure support tasks consistently meet agreed quality standards and service levels


• Conduct regular SLA and KPI reviews to align services with client expectations


• Escalate out-of-scope variations or critical issues to service delivery leadership


• Provide regular, transparent service delivery reports to clients

Infrastructure Cloud Solutions (Day 1 Focus – 50%)

• Lead infrastructure cloud solution initiatives including system upgrades and technology refresh projects


• Drive modernisation and transformation efforts in collaboration with technical teams


• Identify and implement opportunities to enhance infrastructure capabilities


• Support pre-sales activities in coordination with account managers


• Contribute to solution design and service improvement proposals

Operational Excellence (Day 2 Focus – 50%)

• Oversee health checks, application monitoring, and incident resolution


• Approve service requests, schedules, and risk mitigation plans


• Forecast and plan resource requirements for ongoing projects


• Monitor and report on project health status

Team Leadership & Development

• Liaise with partners, technical teams, and interfacing leaders to ensure smooth operations


• Delegate and monitor tasks assigned to team members


• Provide coaching, leadership, and constructive performance feedback


• Enhance team performance through mentoring and capability building


• Foster a collaborative, high-performing team culture

Requirements

• Degree in Information Systems, Computer Science, or equivalent - 7–10 years of IT project management experience, with demonstrated expertise in infrastructure services


• Knowledge of process improvement methodologies and tools

Professional Certifications

• ITIL Foundation certification (required)

Preferred Attributes

• Strong leadership and mentoring abilities


• Positive, can-do attitude with excellent interpersonal skills


• Effective communication, presentation, and negotiation skills


• Creative and proactive approach to problem-solving


• Experience with infrastructure cloud platforms and technology refresh initiatives

Licence no: 12C6060