Service Delivery Manager (Azure Cloud Services)

Department: Cloud Operations / Managed Infrastructure Services

Location: Singapore

Position Summary

We are seeking an experienced Service Delivery Manager (SDM) to lead and oversee the delivery of managed IT and cloud services for our high-profile public sector clients.

In this role, you will act as the primary operational link between government agencies, cloud engineering teams, and enterprise business stakeholders. You will drive operational excellence across Microsoft Azure cloud infrastructure, ensuring strict compliance with public sector governance frameworks (e.g., Government Commercial Cloud / GCC, IM8, ISO 27001), maintaining high SLA performance, and managing incident, problem, and change management workflows.

Key Responsibilities

1. Service Delivery & Operational Governance

• Lead end-to-end IT service delivery, maintaining high customer satisfaction (CSAT) and ensuring strict compliance with SLAs, OLAs, and contractual KPIs.
• Act as the Incident, Problem, and Change Management owner (ITIL framework) for Azure cloud environments and managed IT infrastructure.
• Organize and conduct regular Quarterly Business Reviews (QBRs) and Monthly Operational Reviews (MORs) with agency leadership and government stakeholders.
• Monitor system health, resource utilization, and cost optimizations (FinOps) across Azure subscriptions and tenants.

2. Public Sector & GCC Compliance Management

• Ensure operational compliance with Government Commercial Cloud (GCC) guidelines, Instruction Manual 8 (IM8) standards, and national cybersecurity standards.
• Partner closely with internal and client Cyber Security Teams to coordinate vulnerability assessments, penetration testing (VAPT), patch management, and audit remediation.
• Oversee access control governance, cloud landing zone compliance, and data residency policies within dedicated government tenants.

3. Microsoft Azure Ecosystem Leadership

• Oversee technical operations across Azure IaaS, PaaS, and hybrid setups (including Azure Virtual Desktop, Azure App Services, Azure SQL, AKS, and Azure DevOps).
• Manage identity and governance tooling across Microsoft Entra ID (Azure AD), Azure Policy, Azure Key Vault, and Defender for Cloud.
• Collaborate with Cloud Architects and DevOps leads to ensure smooth service transitions, cloud migrations, and deployment pipelines.

4. Incident & Crisis Management

• Act as the primary escalation point for critical (Severity 1 / Major) production incidents.
• Coordinate cross-functional incident response teams (Network, Cloud, Security, Vendors) during major outages, ensuring timely root cause analysis (RCA) and post-incident reviews.

5. Vendor & Financial Management

• Manage relationships and service performance of third-party vendors, sub-contractors, and cloud providers (Microsoft).
• Monitor cloud spend, provide cost forecasting, and implement cost-saving recommendations for public sector clients.

Key Qualifications & Skills

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related technical discipline.
• Experience: 6+ years in IT Service Management / Service Delivery, with at least 3 years explicitly focused on enterprise or public sector Azure cloud environments.
• Public Sector Expertise: Hands-on experience navigating government ICT compliance frameworks, public cloud architecture, or GCC / tenant environments.
• ITIL Mastery: Proven expertise in ITIL framework (ITIL v3 or v4 certification preferred).

Technical Proficiencies

• Deep operational understanding of Microsoft Azure Core Services (Compute, Storage, Networking, VNets, VPN Gateways, ExpressRoute, Entra ID).
• Familiarity with cloud security controls, security information and event management (SIEM / Microsoft Sentinel), and vulnerability management.
• Experience managing ITSM platforms (e.g., ServiceNow, Jira Service Management) and monitoring/alerting suites (Azure Monitor, Log Analytics).

Certifications (Highly Advantageous)

• ITIL v4 Foundation or Managing Professional
• Microsoft Certified: Azure Fundamentals (AZ-900) or Azure Administrator Associate (AZ-104)
• Microsoft Certified: Azure Security Engineer Associate (AZ-500) (Bonus)

Soft Skills & Leadership

• Exceptional stakeholder management skills with experience speaking to C-level executives and agency leadership.
• Calm under pressure during critical outage scenarios with clear incident communication capabilities.
• Analytical mindset with strong report writing and SLA dashboard metrics presentation skills
• Mandarin communication skills to effectively engage with and support Mandarin-speaking associates as part of service delivery responsibilities.

What We Offer

• Opportunity to lead major digital transformation initiatives for critical public sector services.
• Continuous training and sponsorship for advanced Microsoft Azure and Cloud Security certifications.