Service Delivery Manager (Ref 26628)

Jobline Resources Pte Ltd; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Jobline Resources Pte Ltd is seeking an experienced IT service management leader to oversee L1–L3 support for production systems in Singapore. You will triage incidents, manage the service desk, and coordinate problem management to prevent recurring issues.

The role emphasizes change management, vendor coordination, and ensuring security/compliance across operations, with ITIL 4 Foundation and cloud certs preferred. A senior manager will lead incident responses and post-incident reviews.

Qualifications

• Bachelor’s degree in IT, CS, Engineering or related field (or equivalent experience).
• 5-8 years in application or infrastructure support and maintenance, incl. 2+ years in a lead or managerial role.
• Experience managing multi-tier support (L1-L3) for production systems under SLA.
• Strong incident, problem, and change management background.
• Experience coordinating vendors and handling customer escalations.
• ITIL 4 Foundation; PMP, PRINCE2, or cloud certifications such as AWS or Azure (preferred).

Responsibilities

• Oversee L1, L2, and L3 support; ensure triage, resolution or escalation within SLA.
• Manage the service desk, including ticket quality, escalation paths, and shift coverage.
• Lead problem management and root cause analysis to prevent Recurring issues.
• Coordinate corrective, preventive, and adaptive maintenance including patches/upgrades.
• Plan and control changes and releases including emergency fixes and maintenance windows.
• Monitor system health, availability, and performance; act on alerts and trends.
• Lead major incident response, communication, and post-incident reviews.
• Manage vendors and third-party support against SLAs.
• Maintain runbooks, knowledge base, and operational docs to enable L1 resolution.
• Ensure security and compliance, vulnerability remediation, audit readiness.
• Report on support performance and maintenance in service reviews.
• Track support budgets, licences, renewals, and manage service risk register.

Skills

Incident management

Problem management

Change management

Leadership/people management

Vendor coordination

Education

Bachelor’s degree in IT / CS / Engineering

Tools

AWS

Azure

ITIL 4 Foundation

PMP/PRINCE2 (preferred)

Job description

Responsibilities

• Oversee L1, L2, and L3 support, ensuring incidents and service requests are triaged, resolved, or escalated within SLA
• Manage the service desk, including ticket quality, escalation paths, and shift coverage
• Manage problem management and root cause analysis to prevent recurring issues
• Coordinate corrective, preventive, and adaptive maintenance, including patching and upgrades
• Plan and control changes and releases, including emergency fixes and maintenance windows
• Monitor system health, availability, and performance, and act on alerts and trends
• Lead major incident response, communication, and post-incident reviews
• Manage vendors and third-party support against contractual SLAs
• Maintain runbooks, knowledge base, and operational documentation to enable L1 resolution and reduce escalations
• Ensure security and compliance, including vulnerability remediation and audit readiness
• Report on support performance and maintenance activities in regular service reviews
• Track support budgets, licences, and renewals, and manage the service risk register

Requirements

• Bachelor’s degree in IT, Computer Science, Engineering, or a related field (or equivalent experience)
• 5-8 years in application or infrastructure support and maintenance, including 2+ years in a lead or managerial role
• Experience managing multi-tier support (L1 to L3) for production systems under SLA
• Strong incident, problem, and change management background
• Experience coordinating vendors and handling customer escalations
• ITIL 4 Foundation; PMP, PRINCE2, or cloud certifications such as AWS or Azure (preferred)

Licence no: 12C6060