Service Delivery Manager

Neurones IT Asia Pte Ltd; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Neurones IT Asia Pte Ltd is seeking a Service Delivery Manager to oversee the support chain, manage escalations, and ensure SLA adherence across a multicultural team in Asia. The role coordinates incident and problem management while coordinating RCA and action plans with internal and external partners.

You will lead regular team meetings, define training plans, and drive continuous improvement. Collaboration with regional and central teams in Europe supports a 24x7 production and integration

Qualifications

• Degree in Computer Engineering, Computer Science or IT.
• Experience in data integration technologies such as API, ETL, ELT, ESB.
• ITIL certified.
• Experience with Sprint and Agile methodology.
• Experience in Incident and/or Problem Management.
• Experience coordinating RCA and trend analysis.
• Proven ability to manage a multicultural team of 10–20 in Asia.
• Fluent English with excellent written and spoken communication skills.
• Experience in luxury retail environment is a plus.
• Strong interpersonal and problem resolution skills with empathy and assertiveness.

Responsibilities

• Manage the support chain escalation process and control.
• Prioritize actions according to SLAs.
• Supervise support teams and coordinate internal and external escalation groups.
• Support Incident and Problem Managers; coordinate RCA and action plans.
• Organize monthly team meetings; present action plans to Steering Committees.
• Lead and develop team skills; define training plan and maintain motivation.
• Leverage Neurones rear base resources to optimize services.
• Monitor the global user support chain.
• Collaborate with regional and central teams in Europe for 24x7 production and integration.

Skills

Data integration

API/ETL/ELT/ESB

Incident management

Problem management

RCA & trend analysis

ITIL

Agile/Sprint

Team leadership

Multicultural leadership

English communication

Education

Degree in Computer Engineering/CS/IT

Tools

ITIL certification

Job description

We are looking for an SDM, and the scope of your role will be below

• The Service Delivery Manager has a key role in the management and control of the support chain, and guarantees the application and efficiency of the escalation process.
• Manages the prioritization of actions according to the SLAs.
• Supervises the support teams and acts as the central point for all internal and external support teams, coordinating the actions of the various escalation groups.
• Supports the Incident Manager and the Problem Manager by controlling incidents, problems and ongoing changes. Organizes meetings with the different application third-party contractors, establishes the reports and follows up on the action plans.
• Organizes regular meetings with the team to analyze the previous month's results and decide on corrective or preventive measures where necessary. Presents an action plan to the monthly Steering Committees.
• As team leader, is in charge of maintaining and developing the team's skills. Analyses needs, then requests and defines the final training plan. Ensures the motivation of team members.
• Relies on the resources of the NEURONES rear base to optimize the services.
• Monitoring: manager of the global user support chain.
• Works closely with the regional and central teams in Europe to support the 24x7 production and integration environment.

Technical skills

• Degree in Computer Engineering, Computer Science or Information Technology
• Experience in Data Integration Technology such as API, ETL, ELT, ESB
• Experience with both production support (and Application Maintenance Services) and development activities
• ITIL certified
• Experience working in Sprint and Agile methodology
• Experience in Incident Management and/or Problem Management
• Experience performing and coordinating RCA and trend analysis, using established Incident Management techniques
• Proven ability to manage a multicultural team of 10 to 20 people in Asia
• Fluent English with excellent written and spoken communication skills
• Experience in a luxury retail environment is a plus
• Strong interpersonal and problem resolution skills, with the ability to lead a team with empathy and assertiveness