Service Delivery Manager

Date: 16 Oct 2023

Location: Singapore, SG

Company: ST Engineering Group

Job Summary:

The candidate will join our software engineering team, and will be responsible for the design, development, testing and maintenance of software systems. The candidate must be able to work independently and collaboratively with other software and systems engineers. The candidate must possess good problem-solving skills and be committed to deliver quality system.

Job Description:

Date: 24 Oct 2023

Location: Singapore, SG

Company: ST Engineering Group

Responsibilities

• Manage the performance of services and ensure that Service Levels are achieved.
• Engage the customer and/or vendors to ensure the smooth delivery of services.
• Communicate effectively on technical and business issues to both internal team members and customer, must be able to explain complex technical issues in a way that non-technical personnel may understand.
• Engage customer proactively and provide timely response or updates to customer, where required.
• Provide Service Performance Reports at agreed schedule.
• Oversee and control the efficiency of the Systems Operations.
• Plan and execute operations and new projects.
• Lead and mentor a team of engineers in the operations and support of the System Infrastructure (e.g. managing task assignments, ensuring quality of work).
• Ensure that all processes and procedures are followed.
• Perform staff performance review and career development planning for subordinates.
• Able to lead troubleshooting efforts for complex environments to identify and eliminate network or system configuration issues.
• Able to lead the troubleshooting and performing of root causes failure analysis for infrastructures issues.
• Accountable and manage change management, patch management and configuration management for system operations.
• Handle and manage major incidents and ensure that incidents are closed within SLA. Provide Tier 2 & 3 technical support for customer and be on a 24×7 standby basis.

Requirements

• Degree in IT or relevant discipline with preferaby 8 years of IT Managed Services Service Delivery experience and preferably with people management (leading more than 5 members) experience
• Experience in large scale IT/Managed Services enterprise environment especially in Government environment with and proven ability to direct operations in a complex and face paced environment
• IT Service Management, ITIL Practitioner or ITIL Foundation
• Proficient in at least two of the technical competencies in System OS (RHEL, Windows), Database, Storage Systems, Cyber Security, Virtualisation, Data Centre Operations, Software Distribution, PKI, Network
• Strong people management, profit and loss management, presentation, and communication skills
• Innovative thinker with ability to think out of the box
• Good customer management experience
• Technically inclined
• Work location: Jurong East
• Singaporeans only