Service Delivery Manager

neurones it asia pte. ltd.; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

neurones it asia pte. ltd. is seeking an experienced Service Delivery Manager to oversee the global support chain and ensure efficient escalation handling for 24x7 production and integration environments in Asia.

The role requires leading a multicultural team of 10–20 people, coordinating with regional and central teams in Europe, and driving improvements through regular reviews and training plans. Fluent English and ITIL certification are essential.

Qualifications

• Degree in Computer Engineering, CS or IT.
• Experience with data integration tech such as API, ETL/ELT, ESB.
• ITIL certified with production support and development experience.
• Experience coordinating RCA and trend analysis in incidents.
• Able to lead a multicultural team of 10–20 in Asia; fluent English.

Responsibilities

• Oversees the support chain and escalation process efficiency.
• Prioritizes actions based on SLAs.
• Leads internal and external support teams and escalation groups.
• Supports Incident and Problem Managers; coordinates contractor meetings and reports.
• Prepares monthly action plans for Steering Committees.
• Develops team skills with training plans and motivation.
• Leverages NEURONES rear base resources to optimize services.
• Monitors the global user support chain.
• Collaborates with regional and central teams in Europe for 24x7 operations.

Skills

Data integration

API integration

ETL/ELT

ITIL certified

Agile/Sprint

Incident management

Problem management

RCA analysis

Team leadership

Multicultural teams

Education

Degree in Computer Engineering, Computer Science or Information Technology

Tools

ESB

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