Overview
Our client, a security solutions provider, has been established for more than 25 years, with a strong reputation in the industry.
They specialize in delivering comprehensive turn-key security systems, from design and integration to maintenance and support, serving clients in government, trade and commercial sectors.
They are looking for a Service Delivery Manager to join their team and contribute to their ongoing success.
Job Responsibilities
Lead troubleshooting efforts for complex environments to identify and eliminate network or system configuration issues
Lead the troubleshooting and performing of root cause failure analysis for infrastructure issues
Manage the delivery of infrastructure across AWS environments, on‐prem, VMware, and hyper-converged technology, ensuring alignment with SLAs and customer expectations
Oversee daily operational environments, including incident management, service requests, change control, and problem resolution
Contribute to project and transition plans, schedules, budgets, resource allocation, and risk management strategies for OT/IT Infra & Apps projects, aligning with Industry 4.0, Whole-Of-Government (WOG) and IM8 standards
Spearhead the creation of ITSM processes and IT Service Desk setup, including ticketing system implementation, utilizing the ITIL framework to enhance service efficiency
Lead and focus on strategically preparing and building the day-2 / operational plan, such as engineer work schedules, annual operation activity calendars, preventive maintenance (PM) schedules, patch management schedules, and audit activity
Conduct regular service reviews with clients, providing insights on operational health, upcoming changes, and performance metrics.
Build and maintain strong relationships with client stakeholders, acting as an advisor and advocating for client needs internally.
Coordinate with internal teams to ensure service adjustments meet evolving client requirements
Oversee infrastructure resource allocation and capacity planning to ensure optimal service delivery and performance
Collaborate with cybersecurity teams to monitor and maintain security controls, addressing vulnerabilities proactively.
Provide reporting and documentation with detailed service delivery reports, tracking SLAs, KPIs, and incident metrics
Responsible for operation CAPEX & OPEX such as asset management updates (CMDB), software & licenses renewal, hardware maintenance renewal, and vendor support reviews
Prepare and present weekly and monthly reports to client stakeholders on account updates
Ensure regular reviews of service-provided SLAs and KPIs to maintain alignment with customer expectations
Liaise with third-party vendors, customer technical teams, and other interfacing application team leaders to ensure smooth BAU support operations
Participate in leadership activities and provide performance feedback and development coaching
Requirements
At least 8 years’ Service Delivery Manager experience in IT domain
Experience with government projects will be an added advantage
Strong understanding of dashboards and tools (e.g., eG, ManageEngine, SolarWinds, AWS Monitor) to ensure real-time health and performance visibility of operation environments
ITIL 3 & 4 certified
(EA Reg No: 20C0312)
Please email a copy of your detailed resume to
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Only shortlisted candidates will be notified.
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