IT Service Delivery
Project Management
Vendor Management
Stakeholder Management
SLA

Job Scope:

Manage daily IT shared services operation to ensure service delivery target, SLAs, and customer satisfaction KPIs are achieved.
Oversee service desk activities including incident management, service requests, system changes, and enhancement.
Coordinate with internal stakeholders and external vendors for IT operations, maintenance activities, and issue resolution.
Monitor system performances, service availability, and operational risks to ensure infrastructure stability.
Support hardware and software asset lifecycle management, including maintenance planning and upgrade.
Assist in managing IT operational expenses, resource utilization, and service-related cost.
Identify and implement process improvements to enhance operational efficiency and service quality.
Ensure compliance with IT policies, certifications, audits, and governance requirements.
Support Business Continuity Planning (BCP) and Disaster Recovery (DR) activities.
Participate in IT projects and ensure project timelines and deliverables are achieved.
Coordinate with vendors and stakeholders on all IT-related matters to ensure smooth service operations.
Provide timely reporting, issue escalation, and updates on service performance and operational matters.
Able to provide after-hours and weekend support when required for incident management and critical operational matters.
Any other ad-hoc duties as assigned

Requirements:

Possess a Degree / Diploma in IT or equivalent
Possess ITIL / PMP certification is advantageous
Minimum 3 years experience in IT Service Delivery / IT Service Desk / IT Operations / Infrastructure Support
Possess Stakeholder Management & Vendor Management experience
Possess Project Management & SLA experience
Knowledge of IT service management practices and operational standards
Experience with ITSM tools such as ServiceNow is advantageous
Strong analytical, troubleshooting, and problem-solving abilities
Good communication, interpersonal and presentation skills

Other Information:

Location: CBD
Working Hours: 5 Days, Office Hour

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Yoong Poh Feng
EA License | 14C7092
EA Registration Number | R1105076

IT Service Delivery Analyst (Public Sector Projects)