Service Delivery Manager

Jobline Resources Pte Ltd; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Jobline Resources Pte Ltd in Singapore seeks a seasoned IT Service Delivery Lead to oversee L1–L3 support, ensure SLA compliance, and drive incident resolution across production systems.

You will manage the service desk, coordinate vendors, lead problem and change management, and supervise patches, releases, and maintenance windows.

ITIL 4 Foundation is required; PMP/PRINCE2 or cloud certs are preferred. The role requires 5–8 years in infra support, with 2+ years in a lead position.

Qualifications

• Bachelor's degree in IT, Computer Science, Engineering, or related field (or equivalent)
• 5-8 years in application or infrastructure support with 2+ years in a lead/managerial role
• Experience managing multi-tier support (L1–L3) for production systems under SLA
• Strong incident, problem, and change management background
• Experience coordinating vendors and handling customer escalations
• ITIL 4 Foundation; PMP, PRINCE2, or cloud certifications (preferred)

Responsibilities

• Oversee L1, L2, and L3 support with triage, resolution, or escalation within SLA
• Manage the service desk, ticket quality, escalation paths, and shift coverage
• Manage problem management and root-cause analysis to prevent recurrences
• Coordinate corrective, preventive, and adaptive maintenance including patching/upgrades
• Plan and control changes and releases including emergency fixes and maintenance windows
• Monitor system health, availability, and performance and act on alerts/trends
• Lead major incident response, communication, and post-incident reviews
• Manage vendors and third-party support against contractual SLAs
• Maintain runbooks, knowledge base, and operational documentation to reduce escalations
• Ensure security and compliance including vulnerability remediation and audit readiness
• Report on support performance and maintenance in regular service reviews
• Track support budgets, licences, renewals, and manage the service risk register

Skills

Leadership experience

Incident management

Problem management

Change management

Vendor coordination

Education

Bachelor's degree in IT/CS/Engineering

Job description

Responsibilities

• Oversee L1, L2, and L3 support, ensuring incidents and service requests are triaged, resolved, or escalated within SLA
• Manage the service desk, including ticket quality, escalation paths, and shift coverage
• Manage problem management and root cause analysis to prevent recurring issues
• Coordinate corrective, preventive, and adaptive maintenance, including patching and upgrades
• Plan and control changes and releases, including emergency fixes and maintenance windows
• Monitor system health, availability, and performance, and act on alerts and trends
• Lead major incident response, communication, and post-incident reviews
• Manage vendors and third-party support against contractual SLAs
• Maintain runbooks, knowledge base, and operational documentation to enable L1 resolution and reduce escalations
• Ensure security and compliance, including vulnerability remediation and audit readiness
• Report on support performance and maintenance activities in regular service reviews
• Track support budgets, licences, and renewals, and manage the service risk register

Requirements

• Bachelor’s degree in IT, Computer Science, Engineering, or a related field (or equivalent experience)
• 5-8 years in application or infrastructure support and maintenance, including 2+ years in a lead or managerial role
• Experience managing multi-tier support (L1 to L3) for production systems under SLA
• Strong incident, problem, and change management background
• Experience coordinating vendors and handling customer escalations
• ITIL 4 Foundation; PMP, PRINCE2, or cloud certifications such as AWS or Azure (preferred)

Licence no: 12C6060