Service Delivery Manager / Operations Manager

UPPER SPRING CONSULTING PTE. LTD.; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

A global technology and engineering consulting firm is seeking an experienced Service Delivery Manager in Singapore to lead the operational reliability and lifecycle management of critical IT systems supporting government agencies. Responsibilities include ensuring system availability, adherence to cybersecurity policies, and managing service delivery. Candidates should have at least 10 years in IT operations, strong ITIL knowledge, and experience in public safety domains. This role offers the opportunity to build a high-performing operations team and engage with senior stakeholders.

Qualifications

• Min 10 years of experience in IT operations for mission‑critical systems with 5 years in managerial roles.
• Proven experience in government / public safety domains.
• Strong grounding in ITIL and secure operations.
• Hands‑on familiarity with HA architectures and hybrid cloud.
• Track record managing vendors under strict SLAs.

Responsibilities

• Lead and manage operational reliability and security of IT systems.
• Ensure adherence to government ICT governance and standards.
• Run ITSM processes and continuously improve service quality.
• Serve as operational contact for agency operations leaders.
• Build a high‑performing operations team and foster a safety-first culture.

Skills

Operational Excellence

ICT

Service Management

Root Cause Analysis

Reliability

Stakeholder Engagement

IT Operations

Emergency Response

Evidence

ITIL

Case Management

Orchestration

Virtualization

Audit

Incident Management

Service Delivery

Job description

Roles & Responsibilities

We are representing our client in the global technology and engineering sector to look for an experienced Service Delivery Manager to lead and manage the operational reliability, security, and lifecycle of mission‑critical IT systems that support government agencies.

Ensure 24 / 7 availability, compliance with ICT / Cybersecurity policies, and efficient service delivery to frontline operations (e.g., policing, border control, emergency response, custodial management).

• Mission-critical systems (case management, incident response, identity / border systems, logistics / asset, sensemaking platforms)
• Hosting environments (on-prem DCs, private cloud, Government cloud)
• ITSM processes (Incident, Problem, Change, Release, Configuration, Capacity, Availability)

Responsibilities

(A) Operational Excellence & Reliability

• Own uptime / availability targets for critical systems
• Lead Major Incident Management (MIM) and post‑incident reviews, drive root cause analysis and preventive actions.
• Maintain configuration baselines (CMDB), capacity plans, and performance tuning.

(B) Cybersecurity & Compliance

• Ensure adherence to government ICT governance (e.g., IM8-equivalent policies), cybersecurity directives, and agency-specific standards.
• Oversee identity / access management, data protection, and audit readiness; manage evidence for internal / external audits

(C) Service Management & Vendor Governance

• Run ITSM processes per agreed SLAs / OLAs; continuously improve service quality.
• Govern MSPs / third‑party vendors : performance reviews, backlog management and contract renewals.

(D) Stakeholder Engagement & Communication

• Serve as the operational point of contact to agency operations leaders; translate operational needs into technical actions and service improvements.
• Provide risk registers, and executive briefings; elevate risks early with mitigation options.
• Coordinate operational readiness.

(E) People Leadership & Culture

• Build a high‑performing operations team (24 / 7 coverage where applicable)
• Coach engineers on incident handling, secure operations, and documentation discipline.
• Foster a safety‑first, compliance‑first, and continuous improvement culture.

Requirements

• Min 10 years of experience in IT operations for mission‑critical systems with 5 years in managerial roles leading multi‑disciplinary teams.
• Proven experience in government / public safety domains (e.g., policing / dispatch).
• Strong grounding in ITIL (Incident / Problem / Change / Release), vulnerability / patch management, and secure operations.
• Hands‑on familiarity with HA architectures, DR orchestration, virtualization, container platforms, and hybrid cloud (Gov / private / on‑prem).
• Track record managing vendors / MSPs under strict SLAs, with financial and contractual accountability.
• Experience with audit engagements.

Tell employers what skills you have

• Operational Excellence
• ICT
• Service Management
• Root Cause Analysis
• Reliability
• Stakeholder Engagement
• IT Operations
• Emergency Response
• Evidence
• ITIL
• Case Management
• Orchestration
• Virtualization
• Audit
• Incident Management
• Service Delivery