Service Delivery Manager - IT Operations & Incident Lead

NSCC; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

A*STAR Research is seeking a Service Delivery Manager to oversee NSCC's HPC and research IT services, ensuring stability, performance, and continuous improvement. The role coordinates across internal teams and external service providers to meet targets.

The position emphasizes hands-on operational execution, service governance, and proactive communication with stakeholders. Relevant ITIL-aligned experience and MSP collaboration are essential for success.

Qualifications

• Bachelor’s degree in IT, CS, Engineering, or related field.
• Minimum 5 years in ITSM or IT operations.
• Experience with managed service providers.
• Familiarity with ITSM platforms such as ServiceNow, ManageEngine, Jira Service Management, BMC, or equivalent.
• Experience in infrastructure-heavy environments (HPC, data centres, cloud) preferred.

Responsibilities

• Oversee day-to-day service operations to ensure stability and continuity.
• Coordinate Incident, Major Incident, Change, Problem, and Service Request processes.
• Coordinate internal teams and providers to restore and deliver services efficiently.
• Coordinate major incidents, including escalation, response, and resolution.
• Ensure timely stakeholder communication during disruptions.
• Conduct post-incident reviews and track corrective actions.
• Oversee change process to assess, approve, and implement.
• Coordinate changes to minimise disruption and monitor outcomes.
• Drive root-cause analysis for recurring issues and track known errors.
• Maintain service dashboards and reports, and monitor SLAs and KPIs.

Skills

ITIL-aligned ITSM

Stakeholder management

Incident & problem mgmt

Process improvement

Education

Bachelor's degree in IT/CS/Engineering

Tools

ServiceNow

ManageEngine

Jira Service Management

BMC

Job description

A*STAR Research is seeking a Service Delivery Manager to oversee NSCC's HPC and research IT services, ensuring stability, performance, and continuous improvement. The role coordinates across internal teams and external service providers to meet targets.

The position emphasizes hands-on operational execution, service governance, and proactive communication with stakeholders. Relevant ITIL-aligned experience and MSP collaboration are essential for success.