Service Delivery Manager (Cloud) - #1159876

Key responsibilities

• Lead operational governance reviews covering service performance, backlog management, risk assessments, compliance requirements, and continual service improvement initiatives

• Collaborate with cybersecurity, compliance, and technical teams to ensure effective risk management, access controls, and operational governance.

• Act as the primary customer contact for service delivery matters, managing stakeholder relationships, service review meetings and vendor coordination

• ITIL-based service management processes, including Incident, Problem, Change, Request, Knowledge, and Asset Management

• Oversee Day-2 operations, including monitoring, patch management, backup and recovery, performance optimization, capacity planning, and operational readiness activities

• Prepare and present service performance reports, dashboards, governance scorecards, and operational metrics, including SLA attainment, MTTR, incident trends, and service improvement plans.

• Lead, mentor, and develop cross-functional technical teams (L1–L3), including resource planning, performance management, skills development, and succession planning

Key Requirements:

• Bachelor's degree in Information Technology, Computer Science, or a related discipline, or equivalent relevant experience

• 5–8 years of experience in IT service delivery, operations management, or IT service management, including experience in cloud and/or managed services environments

• Experience managing complex service delivery environments involving multiple stakeholders, customers, or operational teams

• Strong understanding of AWS, Microsoft Azure, and/or Google Cloud Platform operational frameworks and best practices

• Good knowledge of ITIL v4 principles and service management governance; ITIL certification is preferred

• Hands-on experience with IT Service Management (ITSM) tools such as ServiceNow, JIRA, Remedy, or equivalent platforms

• Familiarity with monitoring and observability tools such as CloudWatch, Azure Monitor, Zabbix, Grafana, or similar solutions

• Experience in incident management, problem management, change management, and Root Cause Analysis

• Strong leadership, communication, and stakeholder management skills, with the ability to influence and collaborate across cross-functional teams

• Excellent customer relationship management skills and the ability to operate effectively in a fast-paced service delivery environment.

Apply, please kindly email your updated resume to aks•••••••••@tg-hr.com.

Only shortlisted applicants will be notified.
APBA TG Human Resource Pte Ltd (14C7275) || Akshya R (R24122440)