Service Delivery Manager

Jurong Port Pte Ltd; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Jurong Port Pte Ltd recherche un leader pour diriger l'équipe de support d'application et de helpdesk. Le candidat idéal aura plus de 5 ans d'expérience en gestion de fournisseurs et en support d'application tout en étant capable de motiver l'équipe pour atteindre les KPIs fixés. Des qualifications en informatique et des certifications en gestion de projet comme PMP et ITIL sont préférées. Ce rôle nécessite également une compréhension des méthodologies ITIL et une expérience en logistique ou en opérations portuaires.

Qualifications

• Minimum 5 ans d'expérience en support d'application et gestion de fournisseur.
• Minimum 3 ans en gestion d'équipe et gestion de projet.
• Connaissance des méthodologies ITIL requise.

Responsibilities

• Diriger l'équipe IT Helpdesk et atteindre les objectifs de service.
• Analyser les problèmes récurrents et mettre en œuvre des actions correctives.
• Gérer les fournisseurs et s'assurer du respect des SLA.

Skills

Communication

Leadership

Analyse

Education

Degree in computer science

IT certifications (PMP, ITIL)

Tools

Unix

Java 8+

Middleware

Automation tools

Databases

SDLC methodologies

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.
• Constant review of JP’s application landscape to strategize optimum approach to on/off boarding of new/sunset applications.
• Constant review vendors' SLA baselines against vendor’s performance to identify areas for improvement on the service levels.
• Product evaluation for future planning in accordance with application evolution.

Vendor Operation:

• Identify potential improvements to systems to minimize data patching.
• Analyze recurrence of problems, issues and defects to implement effective preventive actions with Service Delivery Team.
• Work with Digitalisation Division – Enterprise Architect, Technical Team to resolve application issues.
• Manage IT Helpdesk team to streamline processes for application support and end user computing services.
• Drive continued cost reductions and efficiencies across supported portfolios through Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training.
• Establish and review existing SOPs such as incident and change request management.
• Review and manage change requests from business users, ensuring relevant justification, prioritization based on criticality, and collaboration with Product Manager for roadmap inclusion.
• Perform JPOnline application administration tasks, including granting access and conducting yearly access reviews.
• Manage a team of system analysts providing level 2 support for in-house or vendor-developed applications.

Vendor management:

• Proactively manage vendors based on contractual obligations to meet KPIs and SLAs, resolving issues promptly to minimize downtime.
• Review vendors' deliverables including change requests, incident reports, and resource utilization.
• Ensure timely submission of reports and review vendor performance, preparing monthly service reports for management.
• Ensure vendors adhere to incident, release, and change management processes.
• Establish quality control processes to meet standards.
• Collaborate with vendors and internal teams to review processes for cost reduction and efficiency improvements.
• Implement process automations in collaboration with vendors and stakeholders.
• Ensure compliance with SOPs.
• Negotiate costs for onboarding new applications.
• Ensure smooth transition and knowledge transfer for new systems with vendors.
• Devise strategies for cost-effective application maintenance and support.
• Monitor and manage costs aligned with budgets and contracts.

Compliance:

• Assess and mitigate cybersecurity risks through appropriate controls.
• Monitor security vulnerabilities and perform risk assessments for unpatched vulnerabilities.
• Conduct IT tasks in accordance with policies and standards, managing network and application audits.
• Review application landscape regularly and plan upgrades to comply with cybersecurity requirements and maximize lifespan.

People Engagement:

• Lead, motivate, and develop the team to manage vendors effectively.
• Conduct performance reviews and provide leadership and guidance on 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, coaching, and HR processes for staff.
• Maintain effective communication and set clear KPIs.
• Mentor team members to overcome challenges.

Educational Qualifications

• Degree in computer science, engineering, IT, or relevant field.
• Relevant IT certifications (e.g., PMP, ITIL) preferred.

Relevant experience

• Degree in relevant IT fields.
• Understanding of ITIL methodologies; ITIL certification advantageous.
• At least 5 years in application support and vendor management.
• Minimum 3 years in team management and project management.
• Knowledge of Unix, scripting, Java 8+, middleware, automation tools, databases, and SDLC methodologies.

Characteristics

• Excellent communication skills.
• Independent and effective team leader.
• Strong analytical skills.
• Experience in logistics or port operations preferred.
• Strong leadership and motivation skills.