Service Delivery Manager

Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation, and managed services. Given our decade of success, we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail, and supply chain.

We are currently looking to hire a Service Delivery Manager. This is an exciting opportunity to expand your skill set, achieve job satisfaction, and enjoy a healthy work-life balance. More details are below.

JOB TYPE

12 Months Contract

ROLES AND RESPONSIBILITIES

• Oversee L1, L2, and L3 support, ensuring incidents and service requests are triaged, resolved, or escalated within SLA.
• Manage the service desk, including ticket quality, escalation paths, and shift coverage.
• Manage problem management and root cause analysis to prevent recurring issues.
• Coordinate corrective, preventive, and adaptive maintenance, including patching and upgrades.
• Plan and control changes and releases, including emergency fixes and maintenance windows.
• Monitor system health, availability, and performance, and act on alerts and trends.
• Lead major incident response, communication, and post-incident reviews
• Manage vendors and third-party support against contractual SLAs
• Maintain runbooks, knowledge base, and operational documentation to enable L1 resolution and reduce escalations.
• Ensure security and compliance, including vulnerability remediation and audit readiness.
• Report on support performance and maintenance activities in regular service reviews.
• Track support budgets, licences, and renewals, and manage the service risk register

REQUIREMENTS

• Bachelor's degree in IT, Computer Science, Engineering, or a related field (or equivalent experience)
• 5-8 years in application or infrastructure support and maintenance, including 2+ years in a lead or managerial role
• Experience managing multi-tier support (L1 to L3) for production systems under SLA
• Strong incident, problem, and change management background
• Experience coordinating vendors and handling customer escalations
• ITIL 4 Foundation; PMP, PRINCE2, or cloud certifications such as AWS or Azure (preferred)

WHAT'S ON OFFER

You will be remunerated with an excellent salary and be entitled to attractive company benefits. Additionally, you will have the opportunity to work in a fun and collaborative environment with excellent career growth prospects.

To submit your application, please apply online or email your UPDATED CV in Microsoft Word format to [Confidential Information]. Your interest will be treated with strict confidentiality.

CONSULTANT DETAILS

Consultant Name: Theerthana

Avensys Consulting Pte Ltd

EA License: 12C5759

Privacy Statement: Data collected will be used for recruitment purposes only. Personal data provided will be used strictly in accordance with the relevant data protection law and Avensys privacy policy.