Job Description

Service Delivery Manager

Date: 17-Apr-2023 Location: Singapore, SG Company: ST Engineering Group
The IT SDM will have overall responsibility for the management of the infrastructure and IT operations and service delivery for our client. The IT SDM role manages the operational relationship and expectations with the Service Providers and the associated internal IT operations. The IT SDM facilitates the development and execution of Service Provider service performance management processes and tools; and enables effective quality and service delivery management.
The IT SDM is empowered to exercise sound judgment and encouraged to make clear decisions on project issues, managing customer relationships, delivering value, providing leadership and guidance to direct reports, and partnering with peer team members.
Responsibilities

• Leading a team of resources to deliver technology projects on time and within budget for the domain and geography for which they have responsibility
• Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence within specific service level agreement
• Working with their teams to determine necessary activities to successfully deliver projects throughout the given service line or function
• Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution
• Understanding the pipeline of demand and work with the Resource Planners to ensure an appropriate supply of resources
• Responsible for financial management and reporting and optimizing processes
• Juggling multiple and conflicting priorities in a timely and sensitive way, with full transparency to the management team
• Managing and leading complex stakeholders towards optimal solutions while helping them understand resource constraints and prioritization
• Holding the teams to the highest standards, project discipline and accountability
• Continuously improving the technical delivery model and strategy, implementing and managing delivery with the associated teams
• Ensuring compliance with the government infrastructure standards for applicable Service Area
• Coordinating the efforts of internal stakeholders and Service Providers to support the change management process
• Working collaboratively with internal stakeholders (other IT areas, business units, etc.) to develop and design system and infrastructure requirements to meet business needs for applicable Service Areas

Requirements

• Degree in Computer Science and/or a business related degree; or equivalent work experience
• 5+ years of business development, project delivery and client relationship management in a technology environment
• Strong customer orientation and able to manage customer expectations
• Experience managing external vendors, commercial negotiations
• Good financial and people leadership skills
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
• Comfortable working in a matrixed organisation with excellent communication and networking skills \xe2\x80\x93 able to effectively manage and influence senior leaders as well as a broad range of stakeholder
• Ability to manage risk, and encourage strategic risk management based delivery in others to manage expectations and communicate effectively
• Strong collaboration skills to build teams across business boundaries
• Drives operational improvements and efficiencies through the creation and implementation of rigorous process and controls, acts as a gatekeeper for quality
• Certifications in Project Management, Business Analysis and Project Assurance would be beneficial to performing this role
• Familiarity with ITIL would be advantageous
• Standby/recall duties required
• Working location is in Novena
• Singaporeans Only