Full-timeTech & engineering· Posted 18 Sept

Svc Delivery Mgr, Svc(IMS) Ldrship

SingtelFrom company site

Salary

Not stated by the company

When

Full-time hours

Where

Singapore

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Start: Not stated
Work mode: On-site
Experience: Experienced

About the role

This role manages the day-to-day support of medium-scale maintenance projects, making sure customer requirements and service level agreements are met. You will work with support teams, customer technical teams and third-party vendors, and it suits someone with a strong IT infrastructure support background who is comfortable leading and coaching a team.

What you'll do

Manage day-to-day support for medium-scale maintenance projects
Ensure the team runs health checks and application monitoring
Handle customer queries and investigate reported incidents
Resolve incidents, apply fixes and track them through to closure
Help senior managers train and guide junior team members
Act as the focal point for support queries and issues

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Review transition plans, enhancement milestones and deliverables with support teams and the customer

Check that support tasks and deliverables meet quality and service levels

Conduct regular reviews of SLAs and KPIs

Escalate out-of-scope variations and critical issues to the Program Director or Service Delivery Director

Review and approve service requests, enhancement effort, schedules and risk plans

Review and raise resource requirements and handle resource forecasting and planning

Review, monitor and report project health status

Liaise with third-party vendors, customer technical teams and interfacing application team leaders

Provide regular service delivery reports to the customer within agreed timeframes

Identify opportunities to expand or improve services and work with Account Managers on them

Take part in pre-sale activities

Delegate tasks with clear instructions and goals

Plan, track and monitor tasks assigned to team leaders and members

Take part in leadership activities and give performance feedback and developmental coaching

Monitor and improve team performance through leadership, coaching and performance management

Good to know

At least 5 years of relevant IT infrastructure support experience is required
Minimally ITIL Foundation certification
Degree or diploma in a relevant field
Office location is in Singapore

Requirements

At least 5 years of relevant IT infrastructure support experience
Knowledge of IT infrastructure support covering servers, storage, networking and cloud environments
Familiar with incident, problem and change management processes aligned to ITIL best practices
Familiar with network devices such as Cisco switches, routers and firewalls, including configuration, monitoring and troubleshooting
Familiar with server administration on Windows Server, Linux/UNIX and VMware ESXi
Familiar with cloud platforms and monitoring tools

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Svc Delivery Mgr, Svc(IMS) Ldrship

About the role

What you'll do

Good to know

Requirements

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