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  • IT Service Delivery Manager - Singapore - ST ENGINEERING URBAN SOLUTIONS LTD.

    ST ENGINEERING URBAN SOLUTIONS LTD.
    ST ENGINEERING URBAN SOLUTIONS LTD. Singapore

    5 days ago

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    Description

    Job Description

    We are seeking an experienced IT Service Delivery Manager to lead our team in delivering high-quality services to our clients. The ideal candidate will have a strong background in IT service delivery management, project and program management, resource and vendor management, client and stakeholder management, problem and incident management.

    Key Responsibilities:

    • Ensure that all processes and procedures are followed to deliver high-quality services to our clients.
    • Lead troubleshooting efforts for complex environments to identify and eliminate network or system configuration issues.
    • Perform root cause failure analysis for infrastructure issues and manage the delivery of infrastructure across AWS environments, On-prem, VMware, and hyper-converge technology.
    • Oversee daily operations environments, including incident management, Service Request, change control, and problem resolution.
    • Utilize 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.
    • Create overall ITSM processes and IT Service Desk setup, utilizing the ITIL framework to enhance service efficiency.
    • Prepare and build operational plans, such as engineer work schedules, operation yearly activity calendars, preventive maintenance schedules, patch management schedules, and audit activities.
    • Conduct regular service reviews with clients, providing insights on operational health, upcoming changes, and performance metrics.
    • Manage infrastructure resource allocation and capacity planning to ensure optimal service delivery and performance.
    • Collaborate with cybersecurity teams to monitor and maintain security controls and address vulnerabilities proactively.
    • Provide detailed service delivery reports, tracking SLAs, KPIs, and incident metrics.
    • Manage CAPEX & OPEX, including asset management updates, software & licenses renewals, hardware maintenance renewals, and vendor support reviews & renewals.

    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.
    • Prior experience in OT technologies such as Security and Access Control Systems, Facial recognition systems, and Access Control Systems is preferred.
    • Ability to work independently, be hands-on, and 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.
    • Independent, self-driven, highly customer-focused, and able to work under high-pressure environments especially during emergency restoration of services.
    • Good communication skills, keen to learn, and a team player.
    • Ability to work independently, plan, and provide system solutions.
    • Able to manage stakeholders and vendors.
    • Able to work in a fast-paced environment and well in a matrix team.

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