Deskripsi Pekerjaan
Peoplebank is proud to partner with a leading organisation in Singapore to find a talented Service Delivery Ops Lead. This pivotal role is responsible for the end-to-end management of IT service delivery, ensuring optimal performance and high levels of customer satisfaction.
As the Service Delivery Ops Lead, you will be at the helm of the service desk and operational teams, championing ITIL best practices across Incident, Problem, Change, and Service Level Management. You will develop and maintain strong relationships with key stakeholders and external vendors, ensuring contractual obligations are met and service improvements are continuously identified and implemented. This role requires a proactive leader who can navigate complex technical landscapes and communicate effectively with business leaders.
This hybrid position requires travel between the central office and client sites in the Central Region, providing a dynamic and engaging work environment. You will be responsible for producing detailed service reports, managing budgets where applicable, and leading service review meetings.
If you are an experienced IT service delivery professional looking for a challenging and rewarding contract role in Singapore's Central Region, this is the perfect opportunity for you. The role offers a competitive monthly salary of S$4,500 to S$6,000, depending on experience.
Tanggung Jawab
- Manage and oversee day-to-day IT service delivery operations, ensuring services are delivered according to agreed SLAs and KPIs.
- Act as the primary escalation point for major incidents, service requests, and operational issues, ensuring timely resolution and communication.
- Lead and coordinate ITIL-based processes including Incident Management, Problem Management, Change Management, and Release Management.
- Drive continuous service improvement initiatives (CSI) to enhance service quality, efficiency, and customer satisfaction.
- Manage vendor and third-party service provider relationships, ensuring contract compliance and performance standards.
- Prepare and present regular service performance reports, dashboards, and operational reviews to senior management and stakeholders.
- Foster a strong customer-service culture within the team, promoting proactive support and effective communication.
- Collaborate with project teams to ensure smooth transition of new services and changes into operational support.
Kualifikasi
- Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum 5 years of experience in IT service delivery, service desk management, or IT operations management.
- Strong working knowledge of ITIL framework (ITIL Foundation certification is highly preferred).
- Proven experience managing SLAs, KPIs, and service improvement plans.
- Excellent leadership and stakeholder management skills, with the ability to influence cross-functional teams.
- Strong analytical and problem-solving skills, with a data-driven approach to decision making.
- Excellent verbal and written communication skills in English.
- Experience in vendor management and contract negotiation is a plus.