Service Delivery Manager (Cloud Operations)

THIRD PARTY CONSULTING PTE. LTD.; Singapore; On-site; SGD 100,000 - 150,000; Full time

Job summary

A leading consulting firm in Singapore is seeking a Service Director to oversee cloud service delivery and operations. The role demands leadership in managing teams and driving cloud adoption strategies while ensuring SLA compliance. Candidates should have a Bachelor's degree in IT or related fields, coupled with over 8 years of IT service delivery experience, including 3 years in cloud operations. Strong analytical, communication, and stakeholder management skills are crucial. This position offers opportunities for continuous improvement and governance in ITIL processes.

Qualifications

• 8+ years in IT service delivery, with 3+ years in cloud operations.
• Hands-on experience with Broadcom VMware Private Cloud is essential.
• Knowledge of cloud governance and DevOps practices.

Responsibilities

• Act as the Service Director's delegate, overseeing team priorities.
• Drive cloud and service adoption strategies aligned with business goals.
• Monitor cloud infrastructure performance and identify areas for optimization.

Skills

Leadership skills

Communication skills

Analytical skills

Stakeholder management

Education

Bachelor's degree in Computer Science, IT, or related field

Tools

Broadcom VMware Private Cloud

AWS

Azure

GCP

Job description

Role and Responsibilities

Leadership & Strategy

• Act as the Service Director's delegate when required, overseeing team priorities and strategic initiatives.
• Drive cloud and service adoption strategies, aligning with business goals and customer needs.
• Lead post-delivery operations including contract renewals, asset tracking, and maintenance reporting.

Cloud Service Delivery & Operations

• Responsible for the delivery and operations of Broadcom VMware Private Cloud services, ensuring SLA compliance and system reliability.
• Manage escalations and Severity 1 incidents, coordinating with internal teams and communicating with customers and stakeholders.
• Monitor cloud infrastructure performance and proactively identify areas for optimization and automation.

Customer & Stakeholder Engagement

• Serve as the primary escalation point for service issues and customer complaints.
• Ensure transparent communication with customers throughout the escalation and resolution process.
• Present monthly SLA summaries and service performance reports to clients.

Process Excellence & ITIL Adoption

• Champion ITIL processes (Incident, Problem, Change) and guide the operations team in adoption and compliance.
• Identify and implement process improvements and tool enhancements to support service delivery.
• Facilitate Service Improvement Plans and ensure continuous service enhancement.

Reporting & Governance

• Prepare and present performance reports, improvement plans, and compliance metrics. Oversee vendor management and ensure adherence to contractual obligations.
• Collaborate with Infrastructure, Engineering, and Application teams to align service delivery with business needs.

Availability & Support

• Provide on-call support for critical systems and networks.
• Maintain disaster recovery readiness and ensure security and compliance across cloud environments (as required).

Knowledge and Skills Requirements

• Bachelor's degree in Computer Science, IT, or related field
• 8+ years in IT service delivery, with 3+ years in cloud operations
• Hands-on experience with Broadcom VMware Private Cloud is essential.
• Familiarity with other cloud platforms (AWS, Azure, GCP) is highly valued.
• ITIL Foundation certification preferred; knowledge of cloud governance and DevOps practices.
• Strong leadership, communication, and stakeholder management skills.
• Experience in managing enterprise clients and cross-functional teams.
• Strong analytical skills and attention to detail. Excellent communication skills, both written and verbal.