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Service Delivery Manager

Service Delivery Manager

QUESSCORP SINGAPORE PTE. LTD.Islandwide, SG
6 days ago
Job description

Roles & Responsibilities

Overview

As a Service Delivery Manager, Service Leadership, you are responsible for overseeing IT infrastructure services, ensuring alignment with ITSM / ITIL methodologies, and maintaining service availability and performance. This role involves managing diverse IT teams, responding to incidents, implementing service continuity measures, and driving process improvements. You will also handle customer relations, mentor junior team members, and lead database and system performance monitoring. Additionally, you will support proposal preparation, certification attainment, and technical project management to enhance operational efficiency.

Responsibilities :

Service Management & Operations

  • Ensure the team conducts health checks, application monitoring, and incident resolution.
  • Track and resolve reported incidents to closure.
  • Align or enhance ITSM / ITIL methodologies in daily operations (e.g., Change, Incident, Problem, Release Management & CMDB).
  • Monitor and measure system performance and availability, implementing corrective actions as needed.
  • Ensure service levels meet requirements and implement action plans when necessary.

Technical Leadership & Project Management

  • Gather business / application requirements and plan, design, install, test, and implement systems.
  • Lead and manage IT teams, including helpdesk, desktop, operators, systems, network, middleware, and database teams.
  • Provide technical project management and mentor junior team leads and engineers.
  • Lead and manage database changes through the change request process.
  • Monitor and optimize database performance and availability.

    • Customer & Stakeholder Management

  • Provide timely updates on incident resolutions and status reports to relevant parties.
  • Maintain good customer service and manage customer relationships effectively.
  • Assist in proposal preparation and solution presentations.

    • Business Continuity & Compliance

  • Implement service continuity measures, including backup / restore procedures and disaster recovery plans.
  • Create and maintain comprehensive documentation for facility management (FM) operations.
  • Attain key certifications for partnerships with major vendors.

    • Requirements :

    Qualifications & Experience :

  • Educational Qualification : Degree or higher.
  • Years of IT Experience : 5-8 years.
  • Strong experience in IT Service Management, aligned with ITIL frameworks.
  • Technical project management experience with leadership responsibilities.
  • Experience managing large, diverse IT teams (helpdesk, systems, network, middleware, database, etc.).
  • Proven ability to monitor and optimize system performance and service availability.

    • Skills & Certifications :

  • Mandatory : ITIL IT Service Management certification.
  • Preferred : PMP, CITPM certification.
  • Strong expertise in ITSM / ITIL methodologies (Change, Incident, Problem, Release Management & CMDB).
  • Ability to lead and mentor junior team leads and engineers.
  • Excellent customer service and stakeholder management skills.
  • Strong analytical, troubleshooting, and problem-solving abilities.

    • Kshama

    Registration No. / Unique Entity Number : 199801439D

    Disclaimer : The company is committed to ensuring the privacy and security of your information. By submitting this form, you consent to the collection, processing, and retention of the information you provide. The data collected (which may include your contact details, educational background, work experience and skills) will be used solely for the purpose of evaluating your qualifications for the position you're applying for. Your data will be stored securely and retained for the duration necessary to fulfill our hiring process. If you are not selected for the position, your data will be kept on file for a limited period in case future opportunities arise. You have the right to access, correct, or delete your data at any time by contacting us at Quess Singapore | A Leading Staffing Services Provider in Singapore (quesscorp.sg)

    Tell employers what skills you have

    Management Skills

    IT Service Management

    Business Continuity

    Service Management

    IT infrastructure

    Customer Relationships

    Service Leadership

    Project Management

    PMP

    ITIL

    Technical Leadership

    Stakeholder Management

    Disaster Recovery

    Service Delivery

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