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Urgent! IT Service Delivery Manager (SCDS/EL) Job Opening In Singapore, Singapore – Now Hiring ST Engineering

IT Service Delivery Manager (SCDS/EL)



Job description

Responsibilities
Ensure that all processes and procedures are followed
Lead troubleshooting efforts for complex environments to identify and eliminate network or system configuration issues
Lead the troubleshooting and performing of root causes failure analysis for infrastructures issues
Manage the delivery of infrastructure across AWS environments, On-prem, VMware, hyper-converged technology ensuring alignment with SLAs and customer expectations.

Oversee the daily operations environments, including incident management, Service Request, change control, and problem resolution.


Strong understanding in dashboards and tools (e.g. eG, Managed Engine, SolarWinds, AWS Monitor) to ensure real-time health and performance visibility of operation environments.


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 in creating overall ITSM processes and IT Service Desk setup including ticketing system, utilizing the ITIL framework to enhance service efficiency.


Spearhead and focus in strategically preparing and building the day-2 / operational plan, such as engineer work schedule, operation yearly activity calendar, preventive maintenance (PM) schedule, patch management schedule, 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.


Resource and Capacity Management- 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 any vulnerabilities proactively.

Reporting and Documentation Provide detailed service delivery reports, tracking SLAs, KPIs, and incident metrics.


Responsible for the operation CAPEX & OPEX such as Asset management update (CMDB), software & licenses renewal, hardware maintenance renewal, vendor supports review & renewal
Responsible in preparing and presenting weekly and monthly reporting to client stakeholders on the account updates
Ensure that regular reviews of the services provided SLAs and KPIs are conducted to maintain alignment between the services and the expectations of the customer
Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations
Participate in leadership activities and providing performance feedback and developmental coaching
Requirements
Diploma and above in IT / Software / Engineering fields
Min 12 years of experience in IT service delivery management; project and program management; resource and vendor management; client and stakeholder management; problem and incident management.


ITIL 3 & 4 certified
Preference to have experience in OT technologies such as Security and Access Control Systems Facial recognition system, Access Control System
Must be willing to go down to ground and be hands-on to understand situation when problem arise
Willing to travel on-site at Jurong Island
Experience handling government agencies with understanding of IM8 processes, Government Commercial Cloud (GCC) and Whole-Of-Government (WOG) operation structure is an added advantage
Strong knowledge of networks, servers, virtualization, and cloud technologies.


Experience with monitoring tools, ITSM platforms, and disaster recovery planning.


Experience with contract and vendor management
Independent, self-driven, highly customer focused and able to work under high-pressure environment especially during emergency restoration of services
Good communication skills, keen to learn and a team player
Ability to work independently, plan and provide system solution
Ability to manage stakeholders and vendors
Able to work in a fast-paced environment
Able to work well in a matrix team
Seniority level
Associate
Employment type
Full-time
Job function
Information Technology
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