Service Delivery Manager - Managed Services

We are looking for a Service Delivery Manager with at least 15 years of experience in the delivery of managed services within the contract scope and fulfilling the expected SLA. The SDM will manage a team of infrastructure engineers to provide 24x7 operational support to client's infrastructure in their designated DC location. The SDM is expected to have good experience in areas of:

1. Physical Data Centre, Cloud, Servers & Network.
2. IT Infra Security Vulnerability management.
3. Contract Management
4. Change Management or Service Request Management
5. Problem or Incident Management
6. IM8 Policy for On-Premise Infrastructure Security

Additionally, SDM must have good analytical, communication, and writing skills, and be capable of interfacing with users and articulating requirements.

The work scopes of the SDM covers:

1. Produce and present monthly service perform report.
2. Create, maintain Standard Operating Procedures (SOPs).
3. Produce RCA reports for critical incidents.
4. Prepare and submit minutes of all meetings, within 5 working days, to the client's Project Manager for endorsement. The client team reserves the right to change the format of the minutes proposed by the Contractor; and
5. Inform the client SPOC as early as possible of any impending slippages in the delivery dates and any matters likely to impede the progress of the project. The SDM shall put forth recommendations on the alternatives available for the Client's Project Manager's review and discussion.

Requirements:

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
• Singaporean only.
• Minimum of 15 years of hands-on experience.
• Experience with leading a team of at least 20+ members. Having leadership and management skills to oversee a team responsible for cloud operations and infrastructure management.
• Experience in cloud cost management, capacity planning, and performance optimization.
• Knowledge of ITIL practices, incident management, and change management processes. ITIL Foundation v4 Certified
• Familiarity with cloud security best practices, compliance requirements, and risk management.
• Strong analytical and problem-solving skills to drive operational improvements and efficiency.

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