Service Delivery Manager

Jurong Port; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A leading company in the marine industry is looking for a Service Delivery Lead to oversee the IT helpdesk team and vendor operations. The role requires strategic planning, vendor management, and team leadership to ensure effective service delivery and IT support. Candidates should have a degree in IT or a relevant field, along with 5+ years of experience in application support and team management, and possess strong analytical and communication skills.

Qualifications

• At least 5 years in application support and vendor management.
• At least 3 years in team management and project management.
• Good understanding of ITIL methodologies; certification advantageous.

Responsibilities

• Lead the Service Delivery and IT helpdesk team.
• Establish a robust Service Design and management framework.
• Manage vendors and ensure compliance with SLAs.

Skills

Vendor management

Team management

Analytical skills

Communication skills

Education

Degree in computer science, computer engineering, information technology

IT certifications such as PMP, ITIL

Tools

Java 8+

Unix

Oracle

MSSQL

Automation tools

Job description

Jurong Port’s multipurpose port operating expertise includes efficient handling of general, bulk and containerized cargo, management and operations of the Tuas Offshore Marine Centre, and Lighter Terminals in Penjuru and Marina South. Besides Singapore, Jurong Port is involved in overseas joint ventures in China and Indonesia. In 2016, Jurong Port’s local and overseas terminals handled close to 35 million tons of general and bulk cargo, and 560,000 TEUs of container cargo.

Job scope:

To lead the Service Delivery and IT helpdesk team to establish a robust Service Design and Service management framework with internal and external Stakeholders, serving as the key custodian of JP’s Service Delivery Standards to ensure that maintenance and support deliverables meet business operation needs by maintaining optimal system uptime.

Strategic planning:

• Develop strategy roadmap for JP vendors to align with overall JP digital strategy and business objectives.
• Review JP’s application landscape to strategize the onboarding and sunset of applications.
• Review vendor SLA baselines against performance to identify areas for improvement.
• Evaluate products for future planning based on application evolution.

Vendor Operation:

• Identify system improvements to minimize data patching.
• Analyze recurring problems and defects to implement preventive actions.
• Collaborate with Digitalisation Division – Enterprise Architect, Technical Team to resolve application issues.
• Manage IT Helpdesk team to streamline application support and end-user services.
• Drive cost reductions and efficiencies via Root Cause Analysis, Knowledge management, Performance tuning, and user training.
• Establish and review SOPs such as incident and change request management.
• Manage change requests, ensuring proper justification, prioritization, and alignment with product roadmaps.
• Perform JPOnline application administration tasks, including access reviews.
• Manage a team of system analysts providing level 2 support for in-house and vendor-developed applications.

Vendor management:

• Manage vendors proactively to meet KPIs and SLAs, resolving issues promptly.
• Review vendor deliverables and performance reports.
• Ensure timely submission and review of vendor reports.
• Ensure compliance with processes and perform incident, release, and change management.
• Establish quality control processes for vendor deliverables.
• Collaborate with vendors and stakeholders to improve processes and implement automation.
• Negotiate costs for onboarding new applications.
• Ensure smooth transition and knowledge transfer for new systems.
• Propose cost-effective strategies for application maintenance and support.
• Monitor and control vendor-related costs within budgets.

Compliance:

• Mitigate cybersecurity risks through appropriate controls.
• Monitor security vulnerabilities and conduct risk assessments.
• Adhere to IT policies, standards, and procedures.
• Manage application and system audits.
• Plan technology upgrades to comply with cybersecurity requirements and maximize application lifespan.

People Engagement:

• Lead, motivate, and develop the team.
• Conduct performance reviews and provide leadership in vendor management best practices.
• Build team dynamics and improve performance.
• Coordinate between vendors and internal teams for change requests and incident resolution.
• Ensure adherence to support processes and standards.
• Manage recruitment, training, and coaching of staff.
• Maintain effective communication and set clear KPIs.
• Coach and mentor team members to overcome challenges.

Educational Qualifications

• Degree in computer science, computer engineering, information technology, or relevant field.
• Relevant IT certifications such as PMP, ITIL preferred.

Relevant experience

• Degree in computer science, engineering, or IT.
• Good understanding of ITIL methodologies; certification advantageous.
• At least 5 years in application support and vendor management.
• At least 3 years in team management and project management.
• Knowledge of Unix, scripting, Java 8+, middleware (Weblogic, Tomcat, SpringBoot), automation tools, build tools (Maven, Jenkins), databases (Oracle, MSSQL), SDLC methodologies (Waterfall, Agile).

Characteristics

• Strong communication skills for technical and non-technical stakeholders.
• Independent, effective team manager.
• Strong analytical skills.
• Experience in logistics or port operations preferred.
• Leadership qualities to motivate and overcome team challenges.