Deputy Service Delivery Manager, Technology (IT+AV)

Key Responsibilities
Technology Service Delivery & Operations Management
Manage end-to-end technology service delivery and daily infrastructure operations, ensuring service stability, operational efficiency, and high service quality.Oversee technology infrastructure and operational support functions to ensure reliable and uninterrupted technology services.
Team Leadership & Management
Lead and manage technology operations teams, including resource planning, duty roster management, staff development, training, and performance management.Build a high-performing team through effective leadership, coaching, and continuous skills development.

Stakeholder & Client Management

• Serve as the primary point of contact for internal stakeholders, clients, and external service providers on all technology service delivery matters.
• Build and maintain strong stakeholder relationships to ensure alignment with business requirements and service expectations.

SLA, KPI & Service Quality Management

• Ensure compliance with Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality standards, contractual obligations, and established operational procedures.
• Monitor service performance, identify service gaps, and implement corrective and preventive actions.

Continuous Service Improvement

• Drive continuous service improvement initiatives to enhance service quality, operational productivity, cost efficiency, and customer satisfaction.
• Establish and implement operational best practices, standard processes, and performance improvement measures.

Technical & Infrastructure Management

• Leverage technical knowledge and expertise in Network Infrastructure, Windows Server, Backup, and Storage technologies.
• Provide technical leadership and guidance in managing infrastructure operations, troubleshooting, and service restoration.

Service Transition & Change Management

• Manage service transitions, new client onboarding, technology changes, and operational readiness.
• Ensure smooth transition of technology services into operations with appropriate documentation, processes, resources, and support arrangements.

Vendor & Contract Management

• Oversee vendor, supplier, and third-party service provider relationships to ensure contractual compliance, service performance, and operational reliability.
• Monitor vendor performance and drive service improvements in line with agreed contractual commitments.

Problem & Incident Management

• Lead problem management, root cause analysis (RCA), and resolution of major incidents and critical operational issues.
• Ensure effective incident escalation, resolution tracking, and implementation of preventive measures to minimise recurring issues.

Technology Strategy & Service Roadmap

• Develop and implement strategic technology service roadmaps aligned with business objectives, business requirements, and technology direction.
• Identify opportunities for service optimisation, infrastructure enhancement, and operational transformation.

Service Performance & Governance

• Conduct regular service review meetings with technology team, stakeholders, and service providers to review performance, address operational challenges, and track improvement actions.
• Prepare and present service performance reports, operational metrics, and management updates.

Key Requirements

Degree or Diploma in Technology, Computer Science, Information Systems, or a related discipline.

Relevant experience in Technology Service Delivery Management, Technology Operations Management, or Infrastructure Management.

Strong understanding of technology infrastructure, including Network, Windows Server, Active Directory, Exchange, Backup, and Storage.

Proven experience in managing technology operations teams and delivering technology services in a structured environment.

Good knowledge of ITIL practices, incident management, problem management, change management, and service improvement.

Experience in SLA/KPI management, vendor managementand stakeholder engagement.

Strong leadership, communication, analytical, problem-solving, and decision-making skills.

Ability to manage multiple priorities, critical incidents, and operational challenges effectively.

Location : Punggol
Working days: 5.5 days