Information Technology Service Delivery Manager

NXGEN is a leading service provider offering end-to-end integrated infocommunications IT solutions services. We lead digital transformations for clients by modernising their mainstream IT and deploying digital solutions at scale to drive growth and performance.

At NXGEN, we put our customers first and help them navigate their digital transformation with ease. We recognise the importance of connecting people to foster collaboration and build relationships that last, and we empower their business by providing innovative solutions and technical expertise. Our commitment to honouring our word is integral to everything we do.

NXGEN is a wholly-owned subsidiary of TeleChoice International Limited, a publicly listed company. TeleChoice is also a portfolio company of ST Telemedia, a strategic investor in communications and media, data centres and infrastructure technology businesses, across Asia, the US and Europe.

TeleChoice International Limited (TeleChoice) is a regional diversified provider and enabler of innovative communications. Incorporated in Singapore on 28 April 1998 and listed on the Main-Board of the Singapore Exchange Securities Trading Limited (SGX-ST) on 25 June 2004, TeleChoice is a subsidiary of leading infocommunications group, Singapore Technologies Telemedia Pte Ltd, which operates in the Asia Pacific, the America and Europe.

The IT Service and Solutions Delivery Manager is responsible for the successful planning, execution, and delivery of IT solutions that directly support and advance key business objectives. This role requires a hybrid professional who excels at capturing and documenting functional requirements while simultaneously managing the technical delivery lifecycle and ensuring ongoing service excellence. Experience working in a GCC operation environment is highly desirable.

Responsibility

• Delivery Management: Coordinate and manage internal development teams, external vendors, and cross-functional teams (e.g., Infrastructure, Security, Data) to ensure solutions are delivered on time, within budget, and to required quality standards.

• SLA and OLA Management: Monitor and report on key service metrics, including Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), for assigned applications and services.

• Requirements Elicitation: Lead workshops and discovery sessions with business stakeholders to comprehensively capture, analyze, and document business needs, pain points, and desired outcomes.

• Documentation & Translation: Create and maintain detailed artifacts, including but not limited to monthly progress reports, service requests, functional requirement documents, functional specifications, user stories, use cases, and process flow diagrams. Translate complex technical concepts to non-technical stakeholders.

• Prioritization: Collaborate with business partners to prioritize initiatives based on strategic value, ROI, and resource constraints, contributing to the overall solutions roadmap.

Requirements

• 10+ years of experience in IT, with at least 2 years in a blended role covering either Service Delivery, Project Management, Technical Lead or Business Analyst.
• Strong understanding of managing systems in GCC operation environment is desirable.
• Proven ability to lead requirement gathering sessions and produce high-quality documentation.
• Excellent communication, negotiation, and conflict resolution skills to manage diverse stakeholder expectations.
• Familiarity with IT Service Management (ITSM) best practices (e.g., ITIL).
• Comfortable in working odd hours during peak period.

Desired Qualification

• ITIL Foundation Certification
• Project Management Professional (PMP) or SCRUM Master Certification
• Certified Business Analysis Professional (CBAP)