Service Delivery Manager

CTC GLOBAL PTE. LTD.
  • Job Category
    Information Technology
  • Job level
    Manager
  • Contract type
    Full Time
  • Location
    Central
  • Salary
    S$5000 - S$9500

Job Description

Responsibilities:

  • Lead the IT and application support functions across all locations.
  • Manage team rotas to ensure consistent support coverage to the business across all locations.
  • Owner of the Incident, Request, Change and Escalation processes, ensuring accurate reporting and pro-actively initiating service improvement activities when required.
  • Work closely with the Infrastructure and Development teams on problem management.
  • To be the owner of the major incident process, ensuring coordination of resolving parties (internal and external), effective communication to internal stakeholders, and post incident reviews.
  • To be proficient with Industry standard operational. Tools like SPLUNK, NETGAIN, SCCM, BIGFIX, SOLARWINDS.
  • Monitor and audit service delivery; ensuring processes are in place and followed.
  • Arrange service review meetings with representatives from internal business units.
  • Act as the business owner for the Service Management Platform which used across business units.
  • Work closely with the operations and facilities management team to co-ordinate office moves and changes.
  • Contribute to IT budget and resource planning and long-term IT roadmap and strategy.
  • Support the Business Improvement Team in identifying and coordinating inbound business demand for new solutions.

Skills & Experience Required:

  • Experience of managing multi-site IT or application support teams.
  • Experience of IT asset and license management.
  • Experience of creating and managing an IT Service Catalogue.
  • Experience with IT operations tools like: SPLUNK, NETGAIN, SCCM, BIGFIX, SOLARWINDS.
  • Able to coach and develop team members in implementing service management standards and processes.
  • Builds and maintains strong stakeholder relationships.
  • 5+ years' experience of managing IT Service Delivery teams with a multi domain environment.
  • ITIL Certificate in Managing Across the Lifecycle or equivalent level
  • Prince2 or PMP Project Management Experience

Closing on 23 Dec 2021