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.
