The posting
Role purpose
Lead assigned engineering teams across Day 1 technical delivery and Day 2 service operations for EVVO’s technology and cybersecurity services. Be accountable for technical quality, team capability, project delivery, ongoing service performance and delivery costs across the assigned portfolio, in line with agreed scope and service levels.
Own technical execution from solution validation and planning through implementation, acceptance, structured handover and ongoing support. Work with project managers, specialist leads, Sales, Business Operations and partners to deliver agreed commitments. Apply practical engineering judgement to resolve complex issues and challenge incomplete designs or vendor work.
Key Responsibilities
1. Engineering Leadership and Resource Planning
- Manage assigned engineers and team leads through recruitment input, onboarding, clear objectives, regular performance reviews, coaching and development plans.
- Maintain a rolling view of committed work, upcoming demand, skills and available capacity across internal teams and vendors. Identify hiring, training and subcontracting needs early.
- Allocate technical resources within agreed priorities and budgets. Resolve competing demands, maintain backup coverage for critical skills and balance project work with support commitments.
2. Solution Design and Presales Support
- Lead customer technical discovery. Translate business needs into practical delivery approaches, explaining technical options, constraints, dependencies and support implications.
- Review solution designs, statements of work and technical proposals. Confirm scope, exclusions, acceptance criteria, security requirements and support obligations before delivery commitments are approved.
- Challenge effort estimates and vendor assumptions. Validate the proposed approach against available skills and capacity, and provide Sales and Business Operations with reliable inputs for costing and scheduling.
3. Day 1 Project Delivery and execution
- Own technical delivery commitments with project managers, maintaining clear work stream owners, schedules, dependencies, risks and acceptance criteria.
- Oversee technical implementation, configuration, integration, testing and deployment. Ensure solutions meet agreed requirements, security standards and acceptance criteria before go-live.
- Lead recovery plans for delays, quality issues and overruns, with clear actions, owners and dates. Escalate decisions beyond delegated authority.
- Lead the transition from Day 1 delivery to Day 2 operations. Confirm service levels, support ownership, monitoring, access, runbooks, known issues, knowledge transfer and escalation contacts before handover. Obtain customer and receiving support lead acceptance against agreed criteria.
- For project-only engagements, complete handover to the customer or appointed support provider and fulfil agreed post-delivery support obligations.
4. Engineering Quality and Vendor Assurance
- Set review and acceptance standards for designs, implementations, security assessments and customer reports, with qualified specialists reviewing their disciplines.
- Validate vendor scope, approach, coverage, effort and deliverables. Resolve gaps and duplicated effort before work proceeds.
- Require testing evidence, defect correction and retesting. Return inadequate work for correction, record acceptance decisions and address recurring vendor failures.
5. Day 2 Service Operations and Technical Escalations
- Own ongoing service performance and agreed service levels within the assigned portfolio and agreed support scope. Review response and resolution performance, backlog age and recurring failures with service leads.
- Oversee monitoring, maintenance, patching, upgrades, performance and capacity management where these form part of the agreed service scope.
- Lead Level 2 and Level 3 escalations through restoration and resolution, coordinating specialists and vendors and contributing directly where qualified.
- Govern incident, problem and change processes. Require production change approvals, testing and rollback arrangements, and close corrective actions arising from root cause reviews.
6. Delivery Costs and Commercial Discipline
- Track budgeted, actual and forecast costs and effort across internal teams, vendors and rework. Maintain credible completion estimates.
- Address overruns, unplanned scope and resource inefficiencies. Work with Sales and Business Operations to protect margins and secure approved changes.
- Provide acceptance evidence for billing milestones. Follow delegated spending limits and obtain authorised approval for pricing, contractual changes and additional commitments.
7. Customer Communication and Management Reporting
- Lead senior technical customer discussions, explainingissues, business impact, options and recovery expectations.
- Report progress, milestones, risks, capacity, cost forecasts and required decisions accurately. Assign each exception an owner and next action.
- Lead delivery and service reviews and close agreed actions. Use customer feedback to improve services and support account teams’ renewal discussions.
8. Operational Improvement and Automation
- Standardise delivery methods, documentation, review checklists and reusable engineering assets. Address recurring causes of delays, defects and service failures.
- Introduce automation and approved AI tools with controls for customer information, output validation and human review of technical decisions.
- Track improvements in effort, lead time, rework and reliability. Prioritise changes using lessons from projects and incidents.
Experience and Qualification
- Typically 10 or more years in technology delivery or engineering operations, including 5 years leading teams or delivery functions. Equivalent relevant experience will be considered.
- Experience managing 24 x 7 operations team.
- Demonstrated experience managing both Day 1 technical implementation and Day 2 service operations, including the transition from project delivery into ongoing support.
- Experience leading delivery for multiple customers in a systems integrator, managed services provider, managed security services provider or technology consultancy, including external partners.
- A hands-on engineering background with strong depth in cloud and infrastructure, enterprise solutions or cybersecurity, and the judgement to direct qualified specialists across other disciplines.
- Demonstrated line management of engineers or team leads, including performance management, development, recruitment input and workload planning.
- Experience reviewing technical designs and vendor deliverables, leading complex escalations and overseeing cybersecurity service quality through the relevant specialists.
- Practical knowledge of IT service management, delivery planning, resource forecasting, cost control and change management. Able to use project and service data to make decisions.
- Ability to lead customer technical discussions and write clear proposals and management reports in English.
- Relevant technical degree or equivalent practical experience.
- Relevant qualifications in service management, project management, cloud, infrastructure or cybersecurity, supported by practical delivery experience.
- Experience working with distributed teams and customers across Singapore, Vietnam or other regional markets.
- Experience with using AI for developing automation, scripting and application development is desirable.
