Service Delivery Manager - HPC Managed Services (up to $9,500 base + AWS + VB)

Responsibilities

• Manage daily service operations so that services stay stable and keep running smoothly.
• Run the incident, major incident, change, problem and service request processes consistently across the service.
• Lead major incident handling from escalation through to resolution, then hold post-incident reviews and follow corrective actions through.
• Govern the change process and assess each change for risk and readiness before it goes ahead.
• Lead root-cause analysis and follow known errors until they are fully closed.
• Track performance against SLAs and KPIs and hold vendors accountable for the service they deliver.
• Keep the service catalogue, request workflows, dashboards and management reports accurate and up to date.
• Help configure and improve ITSM tools, keep process documentation current, and support audit and compliance work.

Requirements

• Degree in IT, Computer Science, Engineering or a related field.
• At least 5 years in IT service management or IT operations, including running ITIL-aligned processes in enterprise environments.
• Experience working with managed service providers or outsourced IT operations, using ITSM platforms such as ServiceNow, Jira Service Management or BMC.
• ITIL 4 Foundation certification.

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Ivan Lim | EA Personnel Reg No. R1109856