Service Delivery Manager (SDM)

Company Overview

TroyTech International Consulting Pte Ltd is a Singapore and APAC-based consulting firm founded in 1998. It specializes in SOA, EAI, JEE technical support, web and mobile solutions, and business integration consulting with IBM and Open Source software, serving Financial, Transportation, and Government sectors.

Job Summary

Responsible for ensuring stable, secure, and reliable system operations post go-live by leading multi-tier support teams and coordinating with customers and vendors to resolve issues within SLAs and maintain system availability.

Responsibilities

• Lead L1, L2, and L3 support teams to triage, resolve, or escalate incidents and service requests within agreed SLAs to maintain system uptime
• Manage service desk operations by ensuring ticket quality, proper escalation paths, and adequate shift coverage to optimize support efficiency
• Conduct problem management and root cause analysis to identify and prevent recurring system issues
• Coordinate corrective, preventive, and adaptive maintenance activities including patching and system upgrades to ensure system reliability
• Plan and control changes and releases, managing emergency fixes and maintenance windows to minimize service disruption
• Monitor system health, availability, and performance; respond proactively to alerts and trends to prevent outages
• Lead major incident response efforts, manage communication with stakeholders, and conduct post-incident reviews to improve processes
• Manage vendor and third-party support relationships to ensure compliance with contractual SLAs and service quality
• Maintain runbooks, knowledge base, and operational documentation to empower L1 resolution and reduce escalations
• Oversee system security and compliance by managing vulnerability remediation and audit readiness activities
• Report support performance and maintenance activities during regular service reviews to inform stakeholders
• Track support budgets, licenses, renewals, and manage the service risk register to ensure operational continuity

Required competencies and certifications

• ITIL 4 Foundation certification

Preferred competencies and qualifications

• PMP, PRINCE2, or cloud certifications such as AWS or Azure