Service Delivery Director - GCC/GCC+ (AWS)

PCCW SOLUTIONS INSYS PTE. LTD.; Singapore; In loco; SGD 180.000 - 240.000; Tempo pieno

Descrizione del lavoro

PCCW Solutions INSYS PTE. LTD. is seeking a Service Delivery Leadership & Governance executive to oversee government accounts within the GCC and hybrid infrastructure.

You will define governance, drive end-to-end delivery, and ensure audit-ready processes across incidents, changes, and releases. Role requires 10+ years in IT service delivery, 5+ years leading large-scale managed services or cloud ops in regulated sectors, and strong GovTech contract experience.

Competenze

• Bachelor’s degree in Computer Science, Information Technology, or related discipline; advanced degree preferred.
• Minimum 10 years of IT service delivery management experience.
• At least 5 years leading large-scale managed services or cloud operations within the Singapore Government or regulated sectors.
• Proven success managing GovTech contracts, IM8-compliant environments, and multi-agency portfolios.

Mansioni

• Provide leadership for service delivery across government accounts under GCC and hybrid infra.
• Define and enforce service governance aligned with GovTech ICT standards, IM8, and SLAs.
• Lead end-to-end delivery lifecycle: incident, problem, change, release management.
• Establish maker-checker and audit-ready processes for accountability.
• Engage senior agency CIOs and IT heads; conduct quarterly service reviews.

Conoscenze

IT service delivery management

Governance & compliance

Leadership

Stakeholder management

Executive communication

Crisis management

Negotiation

Formazione

Bachelor’s degree in Computer Science / Information Technology

Advanced degree preferred

Strumenti

AWS GCC

Azure GCC

CloudWatch

Azure Monitor

Grafana

Streams

ServiceNow ITSM

ABLR

CTS

Descrizione del lavoro

Service Delivery Leadership & Governance

• Provide overall leadership for service delivery across multiple government accounts under the GCC and hybrid infrastructure environment.
• Define, implement, and enforce service governance frameworks in alignment withGovTech’s ICT standards,IM8, andMinistry-level SLAs.
• Lead the end-to-end delivery lifecycle—covering incident, problem, change, and release management—ensuring consistent adherence to service protocols and escalation paths.
• Establish and maintain robust“maker-checker”and audit-ready processes to ensure accountability and compliance.

Stakeholder & Agency Engagement

• Serve as thesenior point of contactfor agency CIOs, IT Heads, and GovTech cluster leads, ensuring transparent communication and proactive escalation management.
• Conductmonthly and quarterly service reviews (QSRs)with agencies, highlighting operational performance, incident trends, remediation status, and improvement plans.
• Partner with GovTech and internal delivery teams to ensure alignment of service outcomes with national digital strategies and agency transformation goals.
• Build trusted executive relationships, providing strategic advisory on automation, observability, and cybersecurity readiness.

Operational Excellence & Service Transformation

• Driveautomation and AIOps adoption(e.g., observability dashboards, ShipHat initiatives) to reduce manual workload and improve incident detection and response time.
• Oversee cloud service stability, cost optimization (FinOps), and compliance tracking acrossAWS GCC and Azure GCCplatforms.
• Ensure continuous service improvement (CSI) initiatives, leveraging ITSM tool integration (e.g.,ServiceNow, Streams) for unified service visibility and SLA reporting.
• Champion structured governance onchange freeze windows,security patching, andlog review compliance (ABLR).

People & Resource Leadership

• Lead and mentorService Delivery Managers (SDMs),Technical Leads, andEngineering Teams, fostering operational discipline, knowledge retention, and workforce motivation.
• Oversee workforce clearance planning, on/off-boarding, and knowledge transfer (KT) activities to ensure business continuity and compliance withsecurity clearance requirements.
• Drive resource planning and backfill readiness, ensuring adequate coverage acrossmultiple GCC environments and critical agency workloads.
• Promote aOne LPS(or equivalent) culture that emphasizes collaboration, accountability, and service excellence.

Governance, Risk & Compliance

• Ensure all operations comply withIM8,ISO 27001,GovTech directives, and internal audit requirements.
• Partner withCybersecurity teamsto review security posture, manage vulnerability remediation, and support incident response readiness.
• Maintain audit-ready documentation forSLA evidence, SOPs, KT records, access matrices, andchange approval records.
• Proactively identify and mitigate potentialsingle points of failure (SPOF)and operational risks.

Financial & Performance Management

• Manage service contract financials, including forecasting, cost allocation, and TCV optimization.
• Monitor and report service KPIs, SLAs, and compliance metrics to senior management and agency stakeholders.
• Identify and drive opportunities for cost efficiency through automation, shared service delivery, and workload optimization.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related discipline; advanced degree preferred.
• Experience:Minimum10 years of IT service delivery managementexperience, with at least5 years leading large-scale managed services or cloud operationswithin theSingapore Government or regulated sectors.
• Proven success managingGovTech contracts,IM8-compliant environments, andmulti-agency service portfolios.

Technical & Process Competencies

• Deep understanding ofAWS GCC, Azure GCC, and hybrid cloud architectures, including associated monitoring tools (CloudWatch, Azure Monitor, Grafana) is a must.
• Strong command ofITIL, ISO 20000, and ISO 27001frameworks, with working knowledge ofDevSecOps,AIOps, andFinOpspractices.
• Familiarity withGovTech systemssuch asStreams,ServiceNow ITSM,ABLR, andCTSprocesses.
• Strong track record in service automation, observability, and structured change management under government compliance.

Leadership & Soft Skills

• Strategic leader with strong stakeholder management, executive communication, and crisis management capabilities.
• Adept at balancing cybersecurity and operational agility in compliance-driven environments.
• Excellent negotiation, presentation, and client engagement skills with a proactive, solution-oriented mindset.
• Collaborative and empathetic leadership style, able to inspire teams through vision, structure, and accountability.