Service Delivery Manager – Network Managed Services

Goldtech Resources Pte Ltd; Singapore; Sur place; SGD 120 000 - 180 000; Plein temps

Résumé du poste

Goldtech Resources Pte Ltd is seeking an experienced Service Delivery Manager to lead our Network Managed Services and 24x7 operations. You will manage a team of 10 engineers, ensuring SLAs are met and driving improvements through automation and cloud adoption.

The role requires strong ITIL discipline, cloud familiarity (Azure/AWS/GCP), and expert reporting with Power BI and ServiceNow. Effective leadership and stakeholder management are essential for success.

Qualifications

• Minimum 5 years IT operations or service delivery experience.
• 2+ years in a leadership or managerial role.
• Proven experience managing Network Managed Services operations.
• Led a team of at least 10 engineers.
• ITIL Certification is mandatory.
• Experience with cloud technologies and automation.
• Proficient in Power BI and ServiceNow reporting.

Responsabilités

• Lead a team of approximately 10 engineers supporting Network Managed Services and 24x7 network operations.
• Oversee day-to-day service delivery to meet SLAs and customer expectations.
• Act as primary escalation point for major incidents with 24x7 standby support.
• Manage change, incident, and problem management per ITIL practices.
• Drive continuous improvements through automation and cloud adoption.
• Prepare and present operational and performance reports using Power BI and ServiceNow.
• Collaborate with internal teams to enhance service quality and reliability.
• Conduct regular service reviews with clients and address improvement plans.
• Handle staffing, training, development, and performance evaluations for engineers.

Connaissances

Leadership

Stakeholder management

Communication

Problem solving

IT operations

Formation

Bachelor’s degree in Computer Science or related field

Outils

Power BI

ServiceNow

Azure

AWS

GCP

Description du poste

Job Summary

We are seeking an experienced Service Delivery Manager (SDM) to lead and oversee our Network Managed Services operations. The ideal candidate will bring strong leadership skills, a solid background in IT service management, and proven experience managing both services and people.

You will be responsible for managing a team of 10 engineers, ensuring operational excellence, delivering against contractual SLAs, and driving service improvements through automation, cloud technologies, and data-driven reporting.

Key Responsibilities

• Lead and manage a team of approximately 10 engineers supporting Network Managed Services and 24x7 network operations.
• Oversee day-to-day service delivery to ensure contractual SLAs and customer expectations are consistently met.
• Act as the primary escalation point for major incidents, coordinating 24x7 standby support and response efforts.
• Manage change, incident, and problem management processes in alignment with ITIL best practices.
• Drive continuous improvement initiatives through process optimization, automation, and cloud adoption.
• Prepare, analyze, and present operational and performance reports using Power BI and ServiceNow.
• Collaborate with internal teams and stakeholders to enhance service quality, efficiency, and reliability.
• Conduct regular service reviews with clients, addressing performance, issues, and improvement plans.
• Handle people management responsibilities including staffing, training, development, and performance evaluations for the engineering team.

Requirements

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• Minimum 5 years of IT operations or service delivery experience, including 2+ years in a leadership or managerial role.
• Proven experience managing Network Managed Services operations.
• Demonstrated people management experience leading a team of at least 10 engineers.
• Strong background in network infrastructure and operational management.
• Experience supporting 24x7 operations, with standby support responsibilities for escalations and incidents.
• ITIL Certification is mandatory.
• Experience in cloud technologies (Azure, AWS, or GCP) and automation tools.
• Proficiency in creating and presenting reports using Power BI and ServiceNow.
• Excellent communication, leadership, and stakeholder management skills.
• Strong analytical and problem-solving abilities.