Services Delivery Manager

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

Job summary

Pointstar is seeking a seasoned IT Operations Team Lead to manage onsite engineers and mentor solving complex issues. The role focuses on driving incident, change, and task SLAs while delivering clear client reports.

You will oversee Windows and Linux systems, perform daily admin tasks, and deploy server/VM builds to support app deployments. Ideal candidates have 5+ years in enterprise IT operations, ITSM/ITAM experience, and strong virtualization skills (vSphere/ESXi/vCenter).

Qualifications

• Proven experience working with enterprise systems and environments.
• Experience in patch management with dependencies planning.
• Proven experience deploying, managing and troubleshooting Windows, File servers, domain controllers, Linux.
• Experience with virtualization and containerization (vSphere preferred).
• Familiar with monitoring systems and generating utilization and alerts reports.
• Experienced with IT change management and enforcing team processes.

Responsibilities

• Lead onsite engineers and act as a mentor to resolve problems that team members cannot resolve.
• Drive and meet SLAs for incident management, change management, and task management; generate client reports.
• Lead and manage engineers to ensure tasks, incidents, and projects are delivered as expected.
• Develop and maintain service management documentation and enforce client processes/workflows.
• Ensure high quality of service delivery to meet agreed SLAs.
• Plan, manage and monitor Windows (Wintel) and Linux systems (90% Windows, 10% Linux).
• Oversee daily system administration tasks, health checks, patching, troubleshooting, and diagnostics.
• Deploy and configure server/VM builds to support application deployments.

Skills

Leadership

Mentoring

Incident management

Change management

ITSM

ITAM

Problem solving

Reporting

SLA management

Team coordination

Tools

vSphere

ESXi

vCenter

Windows Server

Linux

Job description

The candidate is expected to be a team leader to the onsite engineers, as well as a mentor to solve problems that the members cannot resolve. It is crucial for the candidate to drive and meet the SLAs of incident management, change management, and task management, and also generate reports to present to the client.

Job Description:

• At least 5 years of experience operating in an Enterprise environment and service management processes (L2 or L3).
• Expected to be able to solve, provide workaround and guidance to complex technical problems in case L2 engineer cannot resolve.
• Experience in delivering IT operations, incident management, and change management is preferred (ITSM and ITAM).
• Lead and manage engineers, ensuring that tasks, incidents, and projects are delivered as expected.
• Develop and maintain service management documentation.
• Enforce service management according to clients processes and workflows.
• Ensure high quality of service delivery to meet agreed SLAs.
• Plan, manage, and monitor Wintel and Linux systems (90% Windows, 10% Linux).
• Daily operational tasks of system administration (health checks, pre and post-patch checks, troubleshooting, diagnostic).
• Deploy and configure server/VM builds to support the deployment of applications.
• Experienced using vSphere, ESXi and vCenter to manage, deploy, configure and patch will be advantageous for the candidate (vSphere 6 or 7).
• Take proactive actions to ensure that infrastructure meets high levels of availability.
• Plan, manage, execute, and close change requests and deployments.
• Plan and perform patching following best practices (Build, test, snapshot, pilot, release, monitor, rollback).
• Perform an assessment of server environments and recommend changes to improve system performance and overall stability.
• Perform migrations/installations/upgrades of Windows operating systems and installed applications.
• Maintain and operate complex Windows AD and domain controllers.
• Liaise with various vendors or personnel for troubleshooting and resolution.
• Be on standby for urgent matters, and perform hands-on troubleshooting as required.
  

Requirements:

• Proven experience in working with enterprise systems and environments.
• Experience in patch management with dependencies planning.
• Proven working experience in deploying, managing and troubleshooting. Windows, File servers, domain controllers systems, and Linux.
• Experience with virtualization and containerization (vSphere is preferred).
• Familiar with the process of monitoring systems and generating utilization and alerts reports.
• Experienced with the process of IT change management and able to enforce processes for the team.