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Open nowPosted 30 days ago

Service Delivery Manager - AWS

MyCareersFuture94,028 open roles

Pay
SGD 9,000 – SGD 13,000 a month
Where
North-East, Singapore
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Your applicationOpen nowService Delivery Manager - AWSMyCareersFuture · North-East, Singapore

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The clock on this job

Early applications get read.

7.7% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.6%1 day
  2. 3.3%3 days
  3. 7.7%7 days
  4. 14.0%14 days
  5. 33.7%30 days
This job: posted 30 days ago

The posting

Key Responsibilities:

Service Delivery & Operational Excellence

  • Lead and oversee day-to-day operations across all managed services (Cloud, Network, Systems, Security, and Applications).
  • Ensure strict adherence to defined SLAs, OLAs, and KPIs, driving accountability and data-driven performance reviews.
  • Maintain service continuity and incident response readiness, including after-hours escalation management.
  • Conduct post-incident reviews (PIRs), ensuring lessons learned and RCA findings translate into sustainable corrective actions.
  • Champion service improvement initiatives (e.g., automation, observability dashboards, and event correlation tuning).

ITIL Governance, Risk & Compliance

  • Implement and govern all ITIL process pillars — Incident, Request, Problem, Change, Knowledge, and Asset Management.
  • Own the operational governance framework, including SOPs, escalation matrices, RACI charts, and service catalog alignment.
  • Lead weekly/monthly governance cadences (SLA review, backlog health, change risk review, vulnerability remediation).
  • Ensure compliance with GovTech OCP/ORA policies, ISO 20000/27001, and internal audit controls.
  • Identify operational risks and compliance gaps, drive mitigation, and track closure with stakeholders.
  • Partner with cybersecurity and compliance teams on access control, privileged account, and break-glass governance.

Stakeholder & Customer Management

  • Act as the primary customer interface and trusted advisor, ensuring clear communication and stakeholder satisfaction.
  • Conduct monthly and quarterly business reviews (MBR/QBR), presenting operational insights, trends, and risk posture.
  • Manage multi-agency or multi-stakeholder relationships, balancing priorities and ensuring unified service outcomes.
  • Coordinate with third-party vendors and internal towers (NOC, SOC, CloudOps, Network, DBA) for integrated service management.
  • Drive proactive engagement and feedback loops, ensuring alignment with evolving business and compliance requirements.

Operational Support & Coordination

  • Oversee Day-2 Operations, including monitoring, patching, backup, and performance optimization.
  • Ensure incident prioritization and escalation discipline, enforcing communication templates and real-time updates.
  • Manage major incidents and DR scenarios, ensuring structured response, timeline documentation, and customer assurance.
  • Govern change control lifecycle, ensuring risk assessment, CAB participation, and proper rollback validation.
  • Ensure operational readiness for new deployments (Day-1 to Day-2 transition, hyper-care, acceptance testing).

Reporting, Metrics, and Compliance

  • Produce monthly performance reports and dashboards detailing SLA attainment, MTTR, backlog aging, and RCA metrics.
  • Track and analyze trending data to identify recurrent issues and propose automation or process improvements.
  • Present governance scorecards and risk registers to both internal leadership and customer stakeholders.
  • Leverage data from ServiceNow / ITSM platforms, CloudWatch, Grafana, and Zabbix for real-time health visibility.

People & Resource Management

  • Manage and mentor shared pools of engineers (L1–L3) across multiple service domains.
  • Oversee workload allocation, shift rosters, and on-call readiness, ensuring 24×7 coverage and staff well-being.
  • Lead performance reviews, coaching plans, and skill development, aligning to service needs and ITIL maturity goals.
  • Support hiring, onboarding, and succession planning to maintain operational stability.

Strategic Service Improvement & Transformation

  • Lead service transformation initiatives, aligning operations to cloud-native and automation-first models.
  • Collaborate with solution architects and PMO to ensure smooth service transition and continual improvement.
  • Drive efficiency gains through SOP refinement, AI-Ops, automation, and proactive monitoring adoption.
  • Support leadership in developing innovation roadmaps and service maturity frameworks.

Requirements:

  • Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
  • 5–8 years of experience in service delivery, operations, or IT service management, with at least 3 years in a cloud or managed services environment.
  • Proven experience managing multi-agency or multi-customer clusters with shared operational teams

Technical Expertise:

  • Strong understanding of AWS / Azure / GCP environments and their operational frameworks.
  • Proficient in ITIL v4 processes and governance; ITIL certification preferred.
  • Hands-on experience with ITSM tools (e.g., ServiceNow, JIRA, Remedy).
  • Familiarity with cloud monitoring platforms (e.g., CloudWatch, Azure Monitor, Zabbix, Grafana).
  • Experience in change control, incident RCA, and problem management.
  • Working knowledge of compliance standards (ISO27001, ITSM audit, or GovTech OCP/ORA).

Soft Skills:

  • Strong leadership and communication skills with the ability to influence cross-functional teams.
  • Excellent stakeholder engagement and customer relationship management.
  • Analytical mindset with a continuous improvement and risk mitigation focus.
  • Ability to manage multiple priorities in a fast-paced environment.
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