Service Delivery Manager & Enterprise IT & Cloud Operations

TATA CONSULTANCY SERVICES ASIA PACIFIC PTE. LTD.; Singapore; On-site; SGD 120,000 - 150,000; Full time

Job summary

A leading IT consultancy firm based in Singapore is seeking a Service Delivery Manager to ensure the efficient delivery of IT infrastructure services and application operations. This role includes overseeing cloud solutions on AWS and Azure, managing service level agreements, and driving continuous improvements for infrastructure and application performance. The ideal candidate will have 15+ years in IT management, including 5 years in leadership, and possess strong technical and soft skills in cloud technologies, team leadership, and compliance.

Qualifications

• Minimum of 15 years' experience in IT infrastructure management.
• At least 5 years in a leadership role.
• Strong knowledge of Linux Servers and enterprise network management.

Responsibilities

• Ensure efficient delivery of IT infrastructure services.
• Manage cloud environments for high availability.
• Lead operational activities and continuous improvement.

Skills

Leadership

Communication

Problem-solving

Stakeholder management

Education

ITIL Foundation or higher

AWS Certified Solutions Architect – Professional

Microsoft Certified: Azure Solutions Architect Expert

Tools

JIRA

Confluence

Intune

Job description

Position Overview

The Service Delivery Manager, based in Singapore, is responsible for ensuring the efficient and reliable delivery of IT infrastructure services as well as application operations. The scope of this role includes overseeing the successful implementation and management of cloud-based solutions and services on Amazon Web Services (AWS) and Microsoft Azure platforms, cybersecurity operations, airline domain application operations and modern digital workplace services.

The Manager leads operational activities, manages service level agreements, and drives continuous improvement to enhance infrastructure as well as application performance, availability, and security.

Key Responsibilities

• Ensure comprehensive delivery of infrastructure services, covering cloud infrastructure with AWS, Azure Cloud, Networking devices and digital workplace technologies.
• Manage cloud environments, ensuring high availability, scalability, and cost optimization.
• Oversee provisioning, monitoring, and governance of cloud resources.
• Implement FinOps practices for cloud cost management.
• Manage end-to-end application services for airline domain (Loyalty, Operations)
• Oversee operations for middleware components such as IBM MQ, IBM WAS, Apache Active MQ, Rabbit MQ, Apache Kafka.
• Monitor Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and ensure compliance with ITIL processes.
• Manage service requests, incidents, problems, and change management for infrastructure services, maintaining operational stability.
• Oversee daily operations of infrastructure, cloud environments, End-user computing services and Cyber Security Operations.
• Design and implement advanced security architectures—network, cloud, endpoint, IAM, Zero-Trust.
• Evaluate, select, deploy and manage cybersecurity tools (PAM, SIEM, IDS/IPS, EDR, vulnerability scanners).
• Conduct vulnerability assessments, penetration tests, Command Cyber Readiness Inspections (CCRI), and digital forensics to strengthen security posture.
• Lead threat hunting activities, security incident response exercises, and remediation efforts.
• Perform risk assessments, threat modeling, audit support, and generate Plans of Action and Milestones (POA&Ms) for remediation.
• Ensure compliance with security standards and regulatory requirements.
• Mentor and lead cybersecurity teams focused on detection, response, assessments, and secure-by-design practices.
• Collaborate with IT, legal, compliance, product, and engineering teams to embed security in all initiatives.
• Implement proactive monitoring and capacity planning to anticipate and address infrastructure needs.
• Serve as the primary liaison between IT teams, business units, and external vendors.
• Manage vendor contracts, monitor performance, and manage escalations as necessary.
• Lead and mentor infrastructure support teams to ensure effective service delivery and team development.
• Ensure infrastructure security and compliance with relevant regulatory standards.
• Conduct regular audits and risk assessments to identify and address vulnerabilities.
• Request and work towards project audit clearance from vendors such as AWS, Azure, and IBM.
• Identify opportunities for cost optimization and service enhancements to deliver value.
• Implement recent technologies and processes to enhance infrastructure resilience.
• Serve as a trusted advisor to senior leadership and external stakeholders, providing expert guidance and support.
• Lead the end-to-end delivery of AWS and Azure projects, ensuring adherence to timelines, budgets, and quality standards.
• Establish governance frameworks to support cloud delivery and maintain compliance.
• Function as the primary point of contact for clients and internal teams, communicating project status, risks, and mitigation plans to senior leadership.
• Implement best practices for cloud operations, monitoring, and optimization, while ensuring compliance with security standards and regulatory requirements.
• Drive adoption of modern workplace technologies and provide training/support to users.
• Ensure security compliance and governance across digital workplace solutions.
• Oversee deployment and lifecycle management of devices, applications, and virtual desktop environments.
• Ensure network security, performance, and reliability. Manage network upgrades and vendor support.
• Administer and maintain Microsoft 365 services including Exchange Online, SharePoint, Teams, and OneDrive.
• Manage Intune for device compliance, application deployment, and endpoint security.
• Implement security best practices across M365 and Azure AD environments.
• Manage end-user computing platforms (Windows, macOS, mobile devices) and collaboration tools (Microsoft 365, Teams, SharePoint).
• Develop and execute the digital workplace strategy aligned with business objectives.
• Manage L1, L2, L3 support teams for enterprise applications. Drive automation and continuous improvement in application support.

Required Skills & Qualifications

• Domain Knowledge: Familiarity with airline operations, reservation systems, loyalty programs, and regulatory compliance.
• Project Management: Strong expertise in Agile, Waterfall, and hybrid delivery models.
• Experience: Minimum of 15 years’ experience in IT infrastructure management, including at least 5 years in a leadership role.
• Technical Expertise: Strong knowledge of Linux Servers, Storage, Networking fundamentals and enterprise network management, Cloud platforms (AWS/Azure), Microsoft 365 suite (Teams, SharePoint, OneDrive). Endpoint Management tools (Intune).
• Frameworks & Tools: Familiarity with the ITIL framework, JIRA, Confluence and service management tools.
• Certifications: ITIL Foundation or higher; AWS Certified Solutions Architect – Professional or AWS Certified DevOps Engineer; Microsoft Certified: Azure Solutions Architect Expert. Microsoft 365 Certified: Enterprise Administrator.
• Soft Skills: Excellent leadership, communication, and stakeholder management skills; strong problem-solving and decision-making abilities.