Singapore/Jobs/It Service Delivery Lead/

IT Service Delivery Lead 228445

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$4000 to $7500 (Monthly)

Posted 2 years ago


  • The Service Delivery Lead identifies the business needs and oversees the delivery of the services within the context of the business objective & priority. The foundation of this position is establishing processes in the areas of Service management and Project Management, to provide consistently high levels of customer service in a cost-effective manner. The Service Delivery Lead role focuses on keeping stakeholders satisfied with the IT services through managing projects, fixing any reliability issues, tracking service metrics, managing budgets and helping lead the partners responsible for getting services delivered to NatSteel. The Service Delivery Lead’s roles and responsibilities would involve:

  •  Able to effectively engage business stakeholders to set customer satisfaction goals and criteria, and evaluate customer experience against these goals and criteria.

  • Able to effectively engage and manage IT Partners to deliver IT Services as per their contractual obligations.

  • Manage, monitor and support the IT partners to ensure effective and responsive user support and incident/problem resolution

  • Manage, monitor and ensure compliance to Managed Services SLA of the IT Partners for AMS and IMS

  • Accountable for managing IT Contract governance, risk and compliance as per the Managed Service Providers contract agreement

  • Accountable to proactively ensure production systems quality through operations monitoring, capacity management, consumption management, enforcing organizational policies and procedures, and eventually, implement and own IT Service Quality Assurance process.

  • Accountable to manage transition of projects into maintenance mode, managing hand-over of relevant documentation, training, knowledge transfer, etc.

  • Responsible to carry out quality checks using audit, focus groups, interviews, surveys, etc. as methodology.

  • Responsible to facilitate internal and external audits

  • Responsible to ensure that IT Processes are running according to the required specifications

  • Support to prepare, deliver and evaluate RFP’s and RFQ’s

  • Responsible and accountable to implement and own the IT Service Management Office (SMO) and IT Project Management Office (PMO)

  • Ability to lead and oversee employees/partners in different stages of the delivery process, even though they may not be their direct line manager.

  • Assess stakeholder feedback and improving procedures accordingly to ensure that great customer service is provided at all times.


  • Degree in Information Technology, Computer Engineering or equivalent, with at-least 6 years of relevant working experience

  • Those without a degree but with relevant experience and expertise will also be considered

  • Strong expertise and experience in IT Operations Management, IT performance management, Service Level Management and Project Management

  • Minimum ITILv3 Foundation and PMP certified

  • Understanding and appreciation of a broad range of technical areas including IT Infrastructure, Network, IT Security, Desktop, Datacenter services, Back-up & DR and Cloud Services

  • Knowledge of Cloud environment and hands on service management of public cloud environment(AWS, MS Azure)

  • At-least 3 years’ experience in driving service improvement initiatives

  • At-least 3 years’ experience in IT Quality Assurance role

  • At-least 3 years’ experience in Project Management role

  • Passion for providing excellent customer service, with strong interpersonal and leadership skills, and enjoys working as part of a team.

  • Self-motivated to improve, understand and keep updated with current market technology trends, security and technology infrastructure

  • Ability to effectively prioritize and execute tasks in an occasionally high-pressure & demanding environment

  • Ability to effectively communicate and manage stakeholder expectations

  • Good communication skills (written, verbal and presentation)

  • Organized and self-motivated individual

  • Flexible and agile in adapting to changes

  • Solution mindset: Evaluating a problem or situation and determining a reasonable, practical plan to resolve/address that problem or situation

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NatSteel traces its lineage to 1961, when it was incorporated as National Iron and Steel Mills. A pioneer and key partner in Singapore’s nation building efforts, our products are used in most construction projects island-wide, from the iconic Changi International Airport to the public housing that is the trademark of Singapore’s landscape.

Singapore is home to NatSteel’s headquarters as well as its flagship plant, which boasts one of the largest single downstream rebar fabrication operations in the world. The Singapore plant is the only local steel mill with an integrated upstream and downstream operation, where steel is manufactured through recycling scrap, and fabricated according to customers’ needs.