• Service Delivery Manager (Platform) 09/07/2019 Singapore Full Time

    Key Responsibilities

    Manage the application management services (AMS) provided by vendors to ensure smooth business-as-usual support

    • Ensure application changes, authorization request and bug fixes are applied by AMS vendors as per business requirements without disruption of service, in compliance with defined IT policies and procedures
    • Ensure AMS vendors adhere to defined SLAs and achieve excellent level of customer satisfaction
    • Project management for any new enhancement or change request
    • Monitor outstanding tickets closely to ensure timely closure
    • Work with cross-functional teams and vendors to analyze requirements, identify solutions, plan/lead enhancement and implement resolution
    • Review closed tickets are closed with root cause analysis and preventive action
    • Organize regular meetings with AMS manger to review SLA, customer feedback, ticket trending and aging and plan for next action steps
    • Provide monthly update of AMS performance to IT management
    • Point of escalation and accountability for urgent or critical tickets; Including non-working hours
    • Plan, manage, execute, review and support periodic tasks as follow:
      1. server, database or software related upgrades and patch
      2. annual QA Refresh
      3. weekly audit log review
      4. internal and external audit exercise
      5. customer satisfaction and feedback survey
    • Review and update application support framework and procedure
    • Experience in supporting business to customer environment


    • Degree in IT or Computer Science with 5 years of relevant experience in Outsourced AMS management with hands on experience with web and mobile app development and support
    • Outstanding track record in AMS outsource management in an end-user environment, with roles including overseeing AMS service provider
    • Experience with DevOps practices and Agile Scrum framework
    • Extraordinary customer service and relationship management experience
    • Exceptional verbal and written communication skills
    • Knowledge about principles to provide customer satisfaction by meeting quality standards/SLA
    • Must be analytical, self-driven and proactive in keeping up with new technologies
    • Critical thinking skills & problem solving skills
    • Familiar with the following technologies will be an advantage: Azure, ASP .NET Application, C#, HTML5, CSS3, JavaScript, Jira Software, Microsoft Power BI, Microsoft Power App, Microsoft SharePoint, Microsoft Dynamic CRM, Mobile App
    • Good team player and able to work independently
    • Preferably ITIL/PMP/PRICE2 certified

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