Service Delivery Manager

Jobster Pte Ltd (EA License No: 06C5060)| Date Posted: 26-Nov-2020
EA Licence No: 06C5060|EA Personal Registration No: 200818951C
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Job Nature:
Permanent, Contract
Position Level:
Experienced, Manager
Qualification:
Diploma, Bachelor's / Honours

Job Description

Responsibilities:
•    Manage the performance of services and ensure that Service Levels are achieved.
•    Engaging 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. Provide Tier 2 & 3 technical support for customer and be on a 24x7 standby basis.
•    Must be able to work in a high-stress-face-paced environment.
 

Requirements:
•    Degree in IT or relevant discipline with at least 8 years of IT Managed Services Service Delivery experience and with 5 years as a people manager (leading more than 5 members)
•    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.

Company Overview
Jobster Pte Ltd (EA License No: 06C5060)