Senior IT Delivery Manager (AI/Automation) - #1611

Scope

• Actively manage and interact with customers to assist on product services, queries, and relationship building.

• Monitor progress and obtain updates on incident resolution, providing timely updates to tenants.

• Conduct regular reviews on incident resolution rates and service request fulfilment turnaround, identifying opportunities for continuous service improvements.

• Communicate advisories requested by product teams and issue timely maintenance notifications.

• Build standard templates, knowledge bases, and AI‑enabled chat/response tools to enable staff to respond to enquiries efficiently and effectively.

• Collate feedback and statistics across different channels, applying analytics and automation to advise product design/engineering on improvements and new features for roadmap planning.

• Participate in process development, monitor outcomes, and provide feedback to ensure processes are fit for purpose, especially from the customer’s perspective.

• Review customer service requests, ensure quality of delivery, and prioritize deliverables.

• Perform overall management of managed services: service delivery and operational deliverables (IT infrastructure and software applications).

• Manage day‑to‑day production activities, ensuring business operations run smoothly and effectively.

• Implement ITIL service management and security measurement to meet SLA requirements.

• Govern adherence to incident management and change management processes.

• Monitor, control, and support service delivery, ensuring systems, methodologies, and procedures are in place and followed.

• Handle vendor management, ensuring deliverables meet standards and timelines.

• Perform regular operational reviews, leveraging automation and AI‑driven monitoring tools to identify and implement service improvements.

• Explore and deploy AI/automation solutions (e.g., workflow automation, predictive analytics, intelligent monitoring) to enhance efficiency, reduce manual intervention, and improve customer experience.

• Perform other miscellaneous duties as directed by management.

Requirements

• Degree or Diploma in Computer Science, Computer or Electronics Engineering, Information Technology, or related disciplines.

• Minimum 5 years working experience as an application lead.

• Self‑driven and able to work in a team and independently to deliver results.

• Strong understanding and aptitude in service management.

• Working experiences or understanding of the following will be an added advantage:

  • Scrum/Kanban

  • ITIL best practices

  • AWS/Azure/Google Cloud services

  • Atlassian suite of products

  • AI/automation tools for IT service management (e.g., RPA, AI chatbots, predictive monitoring, workflow automation).

• Experience in managing multiple vendors; excellent stakeholder engagement and communication skills.

• Excellent organisational and time management skills.

• Ability to adapt to new technologies, including AI‑driven platforms and automation frameworks.

• Proactive in communicating problems and needs.

• Empathetic, analytical, and possessing outstanding communication/interpersonal skills.

• Prior experience with Atlassian products, Jira, Scrum, and Kanban will be a good advantage.