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Lenovo

[LPS] Service Delivery Manager - Government Cloud

Lenovo
ElectronicsSINGAPORE, Central Singapore, SingaporeFull-time1 months ago
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About the role

AI summarised

The Service Delivery Manager for Government Cloud oversees end-to-end delivery of managed services including cloud, network, systems, security, and applications for government clients. This role ensures SLA compliance, drives ITIL-based governance, manages stakeholder relationships across agencies and vendors, and leads operational excellence through incident management, change control, and continuous improvement initiatives. The position requires a blend of technical expertise in cloud platforms and ITSM tools, strong leadership, and experience in regulated environments.

ElectronicsFull-timeInformation Technology

Key Responsibilities

  • Lead and oversee day-to-day operations across all managed services (Cloud, Network, Systems, Security, and Applications).
  • Ensure strict adherence to defined SLAs, OLAs, and KPIs, driving accountability and data-driven performance reviews.
  • Maintain service continuity and incident response readiness, including after-hours escalation management.
  • Conduct post-incident reviews (PIRs), ensuring lessons learned and RCA findings translate into sustainable corrective actions.
  • Champion service improvement initiatives (e.g., automation, observability dashboards, and event correlation tuning).
  • Implement and govern all ITIL process pillars — Incident, Request, Problem, Change, Knowledge, and Asset Management.
  • Own the operational governance framework, including SOPs, escalation matrices, RACI charts, and service catalog alignment.
  • Lead weekly/monthly governance cadences (SLA review, backlog health, change risk review, vulnerability remediation).
  • Ensure compliance with GovTech OCP/ORA policies, ISO 20000/27001, and internal audit controls.
  • Identify operational risks and compliance gaps, drive mitigation, and track closure with stakeholders.
  • Partner with cybersecurity and compliance teams on access control, privileged account, and break-glass governance.
  • Act as the primary customer interface and trusted advisor, ensuring clear communication and stakeholder satisfaction.

Requirements

  • Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
  • 5–8 years of experience in service delivery, operations, or IT service management, with at least 3 years in a cloud or managed services environment.
  • Proven experience managing multi-agency or multi-customer clusters with shared operational teams
  • Technical Expertise:
  • Strong understanding of AWS / Azure / GCP environments and their operational frameworks.
  • Proficient in ITIL v4 processes and governance; ITIL certification preferred.
  • Hands-on experience with ITSM tools (e.g., ServiceNow, JIRA, Remedy).
  • Familiarity with cloud monitoring platforms (e.g., CloudWatch, Azure Monitor, Zabbix, Grafana).