Service Delivery Manager - HPC Managed Services

Tyson Jay; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Tyson Jay Management Pte Ltd in Singapore is seeking an experienced IT Service Management professional to stabilize daily operations and govern ITIL-aligned processes across incident, change, and problem management. You will lead major incident handling, perform post-incident reviews, and drive corrective actions with vendors.

Responsibilities include governing changes, leading root-cause analysis, tracking SLAs/KPIs, maintaining dashboards and reports, and supporting audit/compliance work.

Qualifications

• 5+ years in IT service management or IT operations.
• Experience running ITIL-aligned processes in enterprise environments.
• Experience with managed service providers or outsourced IT operations using ITSM platforms such as ServiceNow, Jira Service Management or BMC.
• ITIL 4 Foundation certification.

Responsibilities

• Manage daily service operations so that services stay stable and keep running smoothly.
• Run incident, major incident, change, problem and service request processes consistently across the service.
• Lead major incident handling from escalation through to resolution, then hold post-incident reviews and follow corrective actions through.
• Govern the change process and assess each change for risk and readiness before it goes ahead.
• Lead root-cause analysis and follow known errors until they are fully closed.
• Track performance against SLAs and KPIs and hold vendors accountable for the service they deliver.
• Keep the service catalogue, request workflows, dashboards and management reports accurate and up to date.
• Help configure and improve ITSM tools, keep process documentation current, and support audit and compliance work.

Skills

Incident management

Change management

Problem management

Vendor management

Education

Degree in IT/CS/Engineering

ITIL 4 Foundation

Job description

Responsibilities

• Manage daily service operations so that services stay stable and keep running smoothly.
• Run the incident, major incident, change, problem and service request processes consistently across the service.
• Lead major incident handling from escalation through to resolution, then hold post-incident reviews and follow corrective actions through.
• Govern the change process and assess each change for risk and readiness before it goes ahead.
• Lead root-cause analysis and follow known errors until they are fully closed.
• Track performance against SLAs and KPIs and hold vendors accountable for the service they deliver.
• Keep the service catalogue, request workflows, dashboards and management reports accurate and up to date.
• Help configure and improve ITSM tools, keep process documentation current, and support audit and compliance work.

Requirements

• Degree in IT, Computer Science, Engineering or a related field.
• At least 5 years in IT service management or IT operations, including running ITIL-aligned processes in enterprise environments.
• Experience working with managed service providers or outsourced IT operations, using ITSM platforms such as ServiceNow, Jira Service Management or BMC.
• ITIL 4 Foundation certification.

Tyson Jay Management Pte Ltd | EA Licence No. 24C2479

Ivan Lim | EA Personnel Reg No. R1109856