Service Delivery Manager - Singapore - IHiS

IHiS

Verified Company

Singapore

1 week ago

Posted by:

Wei Jie

beBee Recruiter

Description

Date:5 Jun 2023

Location:

SG

Company:
IHiS

Position Overview:

This is an important role for NEHR Service Delivery team.

The Manager for Service Management will plan, manage, and deliver operations with ITSM methodology, primarily focusing on Change Management and Control.

In addition, he/she needs to support other Service Management processes such as Incident & Problem Management and Service Request Management.

He/She must also be able to prepare and present proposals to seek approval and secure funds for Service Delivery Operations

Role & Responsibilities:

Key Role and Responsibilities

Change and Service Request Management
Responsible for overseeing the coordination of endtoend change activities.
Work with vendors and internal team on all change and service requests, assessing their risk and impact and cost.
Ensure all requests for change (CR) and service requests (SR) are properly classified, recorded, authorized, implemented, and closed.
Chair or attend weekly change and request management meetings including CABs
Investigate, collect data, and report on failed SR and CR
Provide guidance and support on Change and Service Request Management activities according to contractual obligations
Act as an escalation point for change and service requests management related issues
Incident and Problem Management
Manage investigation and resolution of major incidents and problems. These include running conference calls, tracking progress and timeline, providing constant updates to all stakeholder, working with vendors and internal team on the root cause analysis
Manage service improvement plan for major incidents and problems.
Monitor and ensure all minor incidents are tracked and processed effectively
Conduct Post Incident Review
Process Management
Implement, review, maintain related ITSM process and procedures.
Improve and optimize existing operations processes
Disaster Recovery Plan / Business Continuity Plan
Manage and maintain IT recovery plan with internal team and stakeholders
Create and conduct IT DR awareness and training programmes
Integrate business continuity with DR initiatives

Requirements:

Degree in IT or equivalent
At least 5 years of relevant handson experience in in maintaining IT systems using IT Service Management Methodology.
Be able to demonstrate strong ITIL based process management experience.
Familiarity with ITIL and its change management framework and processes are highly desirable.
Strong critical skills such as collaboration, oral, written, and verbal communication skills, and analytical capability.
Strong interpersonal skills to build relationships, facilitate collaboration and influence stakeholders across different teams.
Willingness to adapt to changing priorities, shifting deadlines, and evolving organizational needs.
Strong planning and time management skills.
People, result, and customer oriented with multitasking capabilities.
Able to work under pressure.
Must be able to work independently, as well as in a team environment and be a good team player.

LI-IHIS10