Responsibilities:

Service Delivery Leadership & Governance

Provide overall leadership for service delivery across multiple government accounts under the GCC and hybrid infrastructure environment.
Define, implement, and enforce service governance frameworks in alignment with GovTech's ICT standards, IM8, and Ministry-level SLAs.
Lead the end-to-end delivery lifecycle-covering incident, problem, change, and release management-ensuring consistent adherence to service protocols and escalation paths.
Establish and maintain robust maker-checker and audit-ready processes to ensure accountability and compliance.

Stakeholder & Agency Engagement

Serve as the senior point of contact for agency CIOs, IT Heads, and GovTech cluster leads, ensuring transparent communication and proactive escalation management.
Conduct monthly and quarterly service reviews (QSRs) with agencies, highlighting operational performance, incident trends, remediation status, and improvement plans.
Partner with GovTech and internal delivery teams to ensure alignment of service outcomes with national digital strategies and agency transformation goals.
Build trusted executive relationships, providing strategic advisory on automation, observability, and cybersecurity readiness.

Operational Excellence & Service Transformation

Drive automation and AIOps adoption (e.g., observability dashboards, ShipHat initiatives) to reduce manual workload and improve incident detection and response time.
Oversee cloud service stability, cost optimization (FinOps), and compliance tracking across AWS GCC platforms.
Ensure continuous service improvement (CSI) initiatives, leveraging ITSM tool integration (e.g., ServiceNow, Streams) for unified service visibility and SLA reporting.
Champion structured governance on change freeze windows, security patching, and log review compliance (ABLR).

People & Resource Leadership

Lead and mentor Service Delivery Managers (SDMs), Technical Leads, and Engineering Teams, fostering operational discipline, knowledge retention, and workforce motivation.
Oversee workforce clearance planning, on/off-boarding, and knowledge transfer (KT) activities to ensure business continuity and compliance with security clearance requirements.
Drive resource planning and backfill readiness, ensuring adequate coverage across AWS GCC environments and critical agency workloads.
Promote a One LPS (or equivalent) culture that emphasizes collaboration, accountability, and service excellence.

Governance, Risk & Compliance

Ensure all operations comply with IM8, ISO 27001, GovTech directives, and internal audit requirements.
Partner with Cybersecurity teams to review security posture, manage vulnerability remediation, and support incident response readiness.
Maintain audit-ready documentation for SLA evidence, SOPs, KT records, access matrices, and change approval records.
Proactively identify and mitigate potential single points of failure (SPOF) and operational risks.

Financial & Performance Management

Manage service contract financials, including forecasting, cost allocation, and TCV optimization.
Monitor and report service KPIs, SLAs, and compliance metrics to senior management and agency stakeholders.
Identify and drive opportunities for cost efficiency through automation, shared service delivery, and workload optimization.

Qualifications:

Bachelor's degree in Computer Science, Information Technology, or related discipline advanced degree preferred.
Experience: Minimum 10 years of IT service delivery management experience, with at least 5 years leading large-scale managed services or cloud operations within the Singapore Government or regulated sectors.
Proven success managing GovTech contracts, IM8-compliant environments, and multi-agency service portfolios.

Technical & Process Competencies

Deep understanding of AWS GCC, and hybrid cloud architectures, including associated monitoring tools (CloudWatch, Azure Monitor, Grafana).
Strong command of ITIL, ISO 20000, and ISO 27001 frameworks, with working knowledge of DevSecOps, AIOps, and FinOps practices.
Familiarity with GovTech systems such as Streams, ServiceNow ITSM, ABLR, and CTS processes.
Strong track record in service automation, observability, and structured change management under government compliance.

Leadership & Soft Skills

Strategic leader with strong stakeholder management, executive communication, and crisis management capabilities.
Adept at balancing cybersecurity and operational agility in compliance-driven environments.
Excellent negotiation, presentation, and client engagement skills with a proactive, solution-oriented mindset.
Collaborative and empathetic leadership style, able to inspire teams through vision, structure, and accountability.

Service Delivery Director - AWS Cloud