Service Delivery Manager, Cloud Operations

pcs security private limited; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

PCS Security Private Limited invites an experienced leader to steer cloud service delivery for enterprise clients. You will drive strategy, oversee post-delivery operations, and ensure SLA compliance across AWS/Azure/GCP and Broadcom VMware Private Cloud.

You will champion ITIL practices, manage escalations, and collaborate with Infrastructure, Engineering and Application teams to align service delivery with business goals. Strong communication and cross-functional leadership are essential.

Qualifications

• Bachelor degree in CS/CE or related discipline.
• 8+ years in IT service delivery with 3+ years in cloud operations.
• Proven ability to lead cross-functional teams and manage enterprise clients.
• Strong communication and stakeholder-management skills.

Responsibilities

• Act as the Service Director's delegate, 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.
• 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.
• 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.
• 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.
• 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.
• Provide on-call support for critical systems and networks.
• Maintain disaster recovery readiness and ensure security and compliance across cloud environments (as required)

Skills

Leadership

Communication

Analytical

Attention to detail

Enterprise client experience

Education

Bachelor degree in CS/CE or related

Tools

ITIL Foundation

Broadcom VMware Private Cloud

Cloud platforms (AWS/Azure/GCP)

Job description

Pre-requisition

• Bachelor Degree in Computer Science, Computer Engineering or related discipline
• >8 years work experience in IT service delivery with min 3 years in cloud operations
• Able to demonstrate strong leadership, excellent communication, and strong analytical skills to attend to detail.
• Experience in managing enterprise clients and cross-functional teams.

Job Description:

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)

Technical Skill Sets:

• Cloud platforms AWS, Azure, GCP, Broadcom VMware Private Cloud
• Certification ITIL Foundation
• Good understanding of Cloud Governance and DevOps practices