Service Delivery Analyst

SIMPLYGO PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

SimplyGo Pte. Ltd. in Singapore is looking for an Analyst II, IT Services to ensure smooth delivery of shared IT services, manage operations, coordinate with stakeholders and vendors, and maintain data centre and infrastructure performance.

You will support compliance, drive service improvements, and assist with continuity and incident response activities as needed. This role involves project participation and after-hours support as required.

Qualifications

• Strong analytical and problem-solving skills.
• Excellent communication, writing, and presentation abilities.
• Self-motivated, able to work independently, and resourceful with strong interpersonal skills.
• Training in Computer Science, Information Technology, Engineering, or related disciplines.
• Minimum 3 years' experience in IT operations, service delivery, or service desk management.
• ITIL, ServiceNow, and PMP certification are advantages.

Responsibilities

• Manage the delivery of shared IT services to meet SLAs and KPIs.
• Oversee service desk operations and track requests, changes and enhancements.
• Coordinate with maintenance contractors on IT service requests, changes and incidents.
• Support management of IT operating expenses, resource utilization and costs.
• Assist with Business Continuity Planning (BCP) and IT Disaster Recovery (DR).
• Participate in project management for new initiatives and ensure timelines and deliverables.

Skills

Analytical skills

Communication skills

Independent worker

Interpersonal skills

Education

Computer Science / IT / Engineering background

Tools

ServiceNow

ITIL

PMP

Job description

Who We Are

We are SimplyGo Pte. Ltd. (SPL) , a wholly owned subsidiary of the Land Transport Authority, and a key player in the Singapore public transport ecosystem. We develop transit ticketing and travel card-related products and services that simplify journeys and create value for our commuters. We believe great ideas come from people who are curious, driven, and eager to learn. Join us if you are looking for an organisation that allows you to make a meaningful impact and provide the support you need to grow.

What You Will Do

At SPL, you are an integral part of our team - driving meaningful projects and witnessing the tangible difference your work makes. As an Analyst II, IT Services, you will be responsible for ensuring the smooth delivery of shared IT services by managing daily operations, coordinating closely with stakeholders and vendors, and maintaining stable data centre and infrastructure performance. You will support compliance, drive service improvements, and assist with continuity and incident response activities as needed.

Key Tasks you will be involved in

• Manage the delivery of shared IT services, ensuring SLAs and customer satisfaction KPIs are met.
• Oversee service desk operations, tracking service requests, system changes, and enhancements across stakeholders.
• Liaise with maintenance contractors on IT service requests, change management, and incident resolution for Data Centre Operations, Technical Services, and IT Infrastructure.
• Address customer requirements using service management best practices, with timely reporting and updates.
• Monitor IT operational risks, system performance, and service availability.
• Oversee hardware and software lifecycle management, including preventive maintenance and planning.
• Support management of IT operating expenses, resource utilization, and service-related costs.
• Recommend and implement improvements to procedures, processes, and policies to enhance operations and service delivery.
• Ensure compliance with operational certifications and participate in IT audits and assessments.
• Assist with Business Continuity Planning (BCP) and IT Disaster Recovery (DR) activities.
• Participate in project management for new initiatives, ensuring timelines and deliverables are met.
• Coordinate with vendors on all IT-related matters.
• Provide after-hours support, including weekends and public holidays, for incidents or system downtime.

This role might be for you if you have:

• Strong training in Computer Science, Information Technology, Engineering, or related disciplines
• Minimum 3 years' experience in IT operations, service delivery, or service desk management.
• Solid understanding of system operations standards; ITIL, ServiceNow, and PMP certification are advantages.
• Strong analytical and problem-solving skills.
• Excellent communication, writing, and presentation abilities.
• Self-motivated, able to work independently, and resourceful with strong interpersonal skills.