Service Delivery Manager

ITCAN PTE. LIMITED; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading IT service provider in Singapore is seeking an experienced IT Project Manager. In this role, you'll oversee support-related queries, ensure service quality, and maintain key relationships. The ideal candidate will have a strong background in IT project management, possess process improvement skills, and hold relevant certifications. This position offers dynamic challenges and opportunities for travel.

Qualifications

• 9 years of IT project management experience.
• Understanding of Software Development Lifecycle (SDLC).
• Self-motivated with a positive ‘can-do’ attitude.
• Certification in IT Service Management and/or ITIL (v3 or above).
• Able to travel as required.

Responsibilities

• Act as a focal point for all support related queries and issues.
• Review transition plans and enhancement milestones.
• Ensure service reviews and alignment with customer expectations.
• Notify and escalate critical issues to relevant directors.
• Review and approve service request schedules and risk plans.

Skills

Process improvement methodologies

Presentation skills

Negotiation skills

Interpersonal skills

Persuasive techniques

Education

Degree in Information Systems or Computer Science

Job description

Responsibities

• Act as a focal point for all support related queries and issues.
• Review transition plans, enhancement milestones and deliverables in consultation with support teams and customer.
• Review with support team to ensure that all support tasks and deliverables meet quality and service levels.
• Ensure that regular reviews of the services provided (Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)) are conducted to maintain alignment between the services and the expectations of the customer.
• Notify/escalate any ‘out of scope’ variations to services to Program Director / Service Delivery Director (SDD).
• Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director (SDD).
• Review and approve service request/enhancement effort, schedules and risk plans.
• Review and raise resource requirement.
• Responsible for resource forecasting and planning.
• Review, monitor and report project health status.

Requirement

• Typically, 9 years IT project management experience.
• Strong knowledge in process improvement methodologies and tools.
• Understanding of Software Development Lifecycle (SDLC)..
• Degree in Information Systems, Computer Science or equivalent.
• Self-motivated with a positive “can-do” attitude, creative with excellent presentation, negotiation and interpersonal skills including strong persuasive techniques.
• Able to lead, develop and maintain respectful and trusting relationship.
• Certification in IT Service Management and/or ITIL (v3 or above).
• Able to travel as required.