Service Delivery Manager (SDM)

TROYTECH INTERNATIONAL CONSULTING PTE LTD; Singapore; Presencial; SGD 90.000 - 150.000; Jornada completa

Descripción de la vacante

TROYTECH INTERNATIONAL CONSULTING PTE LTD is seeking an experienced IT Operations Lead to ensure stable, secure, and reliable system performance after go-live. You will lead L1–L3 support teams, coordinate with customers and vendors, and ensure incidents are resolved within SLAs to maintain system availability.

This role requires 5–8 years in application or infrastructure support, strong incident and change management skills, and ITIL or cloud certifications.

Formación

• Bachelor's degree in IT, CS, Engineering, or related field.
• 5-8 years in application or infrastructure support with at least 2 years in a lead role.
• Experience managing multi-tier support (L1–L3) for production systems under SLA.
• Strong incident, problem, and change management expertise.
• Experience coordinating vendors and handling customer escalations.
• ITIL 4 Foundation, PMP, PRINCE2, or cloud certs (AWS/Azure) preferred.

Responsabilidades

• Lead L1, L2, and L3 support teams to triage, resolve, or escalate incidents and service requests within agreed SLAs
• Manage the service desk operations, ensuring ticket quality, proper escalation paths, and adequate shift coverage
• Conduct problem management and root cause analysis to prevent recurring system issues
• Coordinate corrective, preventive, and adaptive maintenance activities, including patching and system upgrades
• Plan and control changes and releases, managing emergency fixes and maintenance windows effectively
• Monitor system health, availability, and performance; respond proactively to alerts and trends
• Lead major incident response efforts, manage communication, and conduct post-incident reviews
• Manage vendor and third-party support relationships to ensure compliance with contractual SLAs
• Maintain runbooks, knowledge base, and operational documentation to empower L1 resolution and reduce escalations
• Ensure system security and compliance by overseeing vulnerability remediation and audit readiness
• Report support performance and maintenance activities during regular service reviews
• Track support budgets, licenses, renewals, and manage the service risk register

Conocimientos

ITSM knowledge

ServiceNow

JIRA Service Management

Cloud infrastructure

Monitoring systems

DevSecOps practices

Team leadership

Incident management

Change management

Educación

Bachelor's degree in IT/CS/Engineering

Herramientas

ServiceNow

JIRA Service Management

Descripción del empleo

Job Summary

Responsible for ensuring stable, secure, and reliable system operations post go-live by leading multi-tier support teams and coordinating with customers and vendors to resolve issues within SLAs and maintain system availability.

Responsibilities

• Lead L1, L2, and L3 support teams to triage, resolve, or escalate incidents and service requests within agreed SLAs
• Manage the service desk operations, ensuring ticket quality, proper escalation paths, and adequate shift coverage
• Conduct problem management and root cause analysis to prevent recurring system issues
• Coordinate corrective, preventive, and adaptive maintenance activities, including patching and system upgrades
• Plan and control changes and releases, managing emergency fixes and maintenance windows effectively
• Monitor system health, availability, and performance; respond proactively to alerts and trends
• Lead major incident response efforts, manage communication, and conduct post-incident reviews
• Manage vendor and third-party support relationships to ensure compliance with contractual SLAs
• Maintain runbooks, knowledge base, and operational documentation to empower L1 resolution and reduce escalations
• Ensure system security and compliance by overseeing vulnerability remediation and audit readiness
• Report support performance and maintenance activities during regular service reviews
• Track support budgets, licenses, renewals, and manage the service risk register

Qualifications

• Bachelor's degree in IT, Computer Science, Engineering, or related field, or equivalent experience
• 5-8 years of experience in application or infrastructure support and maintenance, including at least 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 expertise
• Experience coordinating vendors and handling customer escalations
• ITIL 4 Foundation certification, PMP, PRINCE2, or cloud certifications such as AWS or Azure (prefered)

Skills

• Strong ITSM knowledge and tools (e.g. ServiceNow, JIRA Service Management)
• Working knowledge of cloud, infrastructure, monitoring, and application support
• Familiarity with patching, vulnerability management, and DevSecOps practices
• Team leadership, including shift planning and capability development across support tiers
• Clear communication, stakeholder management, and calm decision-making under pressure