945 Service Delivery jobs in Singapore

Jurong Port’s multipurpose port operating expertise includes efficient handling of general, bulk and containerized cargo, management and operations of the Tuas Offshore Marine Centre, and Lighter Terminals in Penjuru and Marina South. Besides Singapore, Jurong Port is involved in overseas joint ventures in China and Indonesia. In 2016, Jurong Port’s local and overseas terminals handled close to 35 million tons of general and bulk cargo, and 560,000 TEUs of container cargo.

To lead the Service Delivery and IT helpdesk team to establish a robust Service Design and Service management framework with internal and external Stakeholders, serving as the key custodian of JP’s Service Delivery Standards to ensure that maintenance and support deliverables meet business operation needs by maintaining optimal system uptime.

• Develop strategy roadmap for JP vendors to align with overall JP digital strategy and business objectives.
• Constant review of JP’s application landscape to strategize optimum approach to on/off boarding of new/sunset applications.
• Constant review vendors' SLA baselines against vendor’s performance to identify areas for improvement on the service levels.
• Product evaluation for future planning in accordance with application evolution.

• Identify potential improvements to systems to minimize data patching.
• Analyze recurrence of problems, issues and defects to implement effective preventive actions with Service Delivery Team.
• Work with Digitalisation Division – Enterprise Architect, Technical Team to resolve application issues.
• Manage IT Helpdesk team to streamline processes for application support and end user computing services.
• Drive continued cost reductions and efficiencies across supported portfolios through Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training.
• Establish and review existing SOPs such as incident and change request management.
• Review and manage change requests from business users, ensuring relevant justification, prioritization based on criticality, and collaboration with Product Manager for roadmap inclusion.
• Perform JPOnline application administration tasks, including granting access and conducting yearly access reviews.
• Manage a team of system analysts providing level 2 support for in-house or vendor-developed applications.

• Proactively manage vendors based on contractual obligations to meet KPIs and SLAs, resolving issues promptly to minimize downtime.
• Review vendors' deliverables including change requests, incident reports, and resource utilization.
• Ensure timely submission of reports and review vendor performance, preparing monthly service reports for management.
• Ensure vendors adhere to incident, release, and change management processes.
• Establish quality control processes to meet standards.
• Collaborate with vendors and internal teams to review processes for cost reduction and efficiency improvements.
• Implement process automations in collaboration with vendors and stakeholders.
• Ensure compliance with SOPs.
• Negotiate costs for onboarding new applications.
• Ensure smooth transition and knowledge transfer for new systems with vendors.
• Devise strategies for cost-effective application maintenance and support.
• Monitor and manage costs aligned with budgets and contracts.

• Assess and mitigate cybersecurity risks through appropriate controls.
• Monitor security vulnerabilities and perform risk assessments for unpatched vulnerabilities.
• Conduct IT tasks in accordance with policies and standards, managing network and application audits.
• Review application landscape regularly and plan upgrades to comply with cybersecurity requirements and maximize lifespan.

• Lead, motivate, and develop the team to manage vendors effectively.
• Conduct performance reviews and provide leadership and guidance on vendor management best practices.
• Build team dynamics and improve performance.
• Coordinate between vendors and internal teams for change requests and incident resolution.
• Ensure adherence to support processes and standards.
• Manage recruitment, training, coaching, and HR processes for staff.
• Maintain effective communication and set clear KPIs.
• Mentor team members to overcome challenges.

• Degree in computer science, engineering, IT, or relevant field.
• Relevant IT certifications (e.g., PMP, ITIL) preferred.

• Degree in relevant IT fields.
• Understanding of ITIL methodologies; ITIL certification advantageous.
• At least 5 years in application support and vendor management.
• Minimum 3 years in team management and project management.
• Knowledge of Unix, scripting, Java 8+, middleware, automation tools, databases, and SDLC methodologies.

• Excellent communication skills.
• Independent and effective team leader.
• Strong analytical skills.
• Experience in logistics or port operations preferred.
• Strong leadership and motivation skills.

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. It’s about expanding your skills and expertise in your current role and preparing yourself for future advancements. That’s why we encourage you to take every opportunity to further your career within our great global team.

Grow Your Career with NTT DATA

What you'll be doing

Key Responsibilities:

• · Customer Relationship Management:

  · Build and maintain strong relationships with key customers.

  · Understand customer needs and challenges through regular meetings and reviews.

  · Technical Support:

  · Provide support to resolve customers' technical issues promptly.

  · Oversight the implementation, configuration, and troubleshooting of products and services , mainly for IT infrastructure.

  · Consulting:

  · Propose technical solutions with GTM team which is aligned with customers' business goals.

  · Offer advice on the adoption of new technologies and products.

  · Project Management Oversight :

  · Oversight Plan, execute, and monitor technical projects for specific clients

  · Report on project progress and make adjustments as necessary.

  · Training and Education:

  · Provide training to customers on the use of products and services.

  · Create and deliver technical documentation and guidelines.

  · Product Knowledge Acquisition :

  · Gain comprehensive and detailed knowledge of the company's products.

  · Stay updated with the latest product features and enhancements.

Required Skills and Qualifications:

· Bachelor's degree in Computer Science, Information Technology, or a related field.

· Experience in technical support or account management.

· Excellent communication and interpersonal skills.

· Strong problem-solving and analytical abilities.

· Experience in project management is a plus.

· Language skill(Business level)

o English, Vietnamese OR Japanese, Vietnamese

Workplace type:

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today

Job Summary

The Service Delivery Manager plays a crucial role in continuously enhancing and expanding the features of platforms provided by ST eSERV. This position involves identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. Collaborating closely with customers, partners, and vendors to create a cutting-edge learning ecosystem. The Service Delivery Manager is responsible for demonstrating a deep understanding of the learning platform and staying updated with new learning technologies to provide informed recommendations. This role requires a blend of technical expertise and innovative thinking to ensure the platforms meet the evolving needs of users and stay at the forefront of educational technology advancements.

Key Accountabilities / Responsibilities

The primary roles of the Service Delivery Manager are to:

Service Management

• Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service.

• Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.

• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.

• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery

• Developing a deep understanding of projects to gain insights into the scope of service delivery.

• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.

• Analysing third-party as well as internal processes and creating strategies for service delivery optimisation.

Platform Development and Troubleshooting

• Overseeing the develop new functionalities and troubleshoot existing features on ST eSERV platforms.

• Assist customers with functionality issues and provide technical support as needed.

• Perform regular maintenance on customer platforms, including upgrading OS, modules, and applications.

Cloud Deployment and Maintenance

• Deploy and manage applications using AWS or equivalent cloud services such as EC2, ECS, EFS, ElasticCache, RDS, and S3.

• Ensure regular updates and maintenance tasks are performed efficiently.

Automation Development

• Develop and maintain automation scripts and workflows to enhance platform functionality, streamline processes, and improve efficiency across various aspects of the development lifecycle.

• Collaborate with cross-functional teams to identify opportunities for automation and develop solutions that address business needs and technical requirements.

• Design and implement automated testing frameworks and procedures to ensure the quality and reliability of software applications.

Technology Integration and Solution Design

• Research and acquire new and cutting-edge technologies to enhance platform capabilities.

• Transform design concepts into concrete solutions by collecting business and system requirements, writing specifications, and developing project schedules and rollout plans.

• Deliver solution designs and proof of concepts (POCs) as needed.

• Ensure long term architectural and performance strategies are considered in all design and coding solutions.

• Write clean, efficient code and complete thorough documentation and unit tests for systems and applications.

• Convert project specifications and procedures into detailed logical flow charts for coding.

Quality, and Performance Optimisation

• Collaborate with Quality Assurance (QA) teams during the testing process and review QA documentation to ensure high quality deliverables.

• Develop, maintain, and follow design and development standards and documentation.

• Plan, develop, test, and implement software upgrades and new features.

• Participate in regular reviews and retrospectives to continuously improve development processes and outcomes.

• Participate in incident response and postmortem activities to identify and address the root causes of issues and prevent future occurrences. • Continuously monitor and optimise platform performance to ensure fast, reliable, and scalable solutions.

• Implement and adhere to security best practices in all development and deployment activities to protect customer data and platform integrity.

• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.

• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.

A successful candidate must be able to:

i. Collaborate effectively with IT & HR business partners, Technical Project Managers, Development & infrastructure teams to define and deliver customized solutions for the learning platform.

ii. Lead the efficient and successful delivery of large, complex projects, ensuring they are completed on time and within budget.

iii. Proactively identify potential bottlenecks, provide effective escalation management, and strike a balance between business needs and technical constraints.

iv. Identify, assess, track, and mitigate issues and risks at various levels, ensuring they are addressed promptly to minimize impact on project timelines and objectives.

v. Create, maintain, and communicate project information to stakeholders, keeping them informed and engaged throughout the project lifecycle.

vi. Foster effective teamwork, communication, collaboration, and commitment across multiple disparate groups with competing priorities, driving towards common project goals and objectives.

Job Specifications

Education

Bachelors in Computer Science, Computer Engineering, Information Systems, or other technical related degree.

Experience

• 1 to 3 years of hands-on experience in IT project management and professional software development, with consideration for recent graduates eager to enter the field.

• Demonstrated proficiency in analytical thinking and object-oriented design principles.

• Extensive development experience utilising one or more Object-Oriented Languages.

• Proficiency in software development using PHP, ASP.net (C#), HTML5, CSS3, and JavaScript.

• Competence in database management across platforms including MySQL, MS SQL Server, and MongoDB. Optional

• PMI Project Management Professional (PMP) Prince 2 certification.

• Experience in deploying and managing AWS/Google Cloud Linux or Windows instances.

• Proficient in Outsystems Low Code Based Platform.

About the Company:

Dbiz is a high-performing product and engineering company that partners with organizations to build out digital solutions using the right technology at the right time. We pride ourselves on our innovative use of technology in various ways.

Role Summary:

We are looking for a highly skilled and experienced Senior Program Manager to join our team at DBiz Singapore. The ideal candidate will be responsible for overseeing program management and service delivery, maintaining client satisfaction, and managing relationships with key stakeholders, particularly within government sectors.

Key Responsibilities:

1. Program Management:

   • Manage complex IT programs and projects to ensure timely delivery within scope and budget.
   • Coordinate with cross-functional teams to meet program milestones.
   • Oversee the planning, execution, and monitoring of multiple projects to ensure alignment with customer goals.

2. Service Delivery Management:

   • Ensure the successful and timely delivery of IT services to clients in line with agreed Service Level Agreements (SLAs).
   • Monitor service performance and implement improvement measures as necessary.
   • Act as the primary point of contact for escalations and issues, ensuring prompt resolution.

3. Client Relationship Management:

   • Build and maintain strong relationships with key customers, especially government agencies, to meet their needs and expectations.
   • Provide regular service updates and gather feedback through frequent client communication.
   • Identify opportunities to enhance customer satisfaction and retention.

4. Stakeholder and Vendor Management:

   • Collaborate with internal teams, third-party vendors, and subcontractors to ensure seamless service delivery.
   • Liaise with government officials to ensure adherence to policies and regulations.
   • Ensure compliance with contractual obligations and government standards.

5. Performance Management and Reporting:

   • Regularly review and report on service performance metrics.
   • Implement continuous improvement initiatives to enhance service quality.
   • Prepare and present performance reports to senior management and clients.

6. Risk and Issue Management:

   • Proactively identify potential risks and develop mitigation strategies.
   • Manage any issues that arise during service delivery to minimize service disruption.

Qualifications & Experience:

• Bachelor's degree in IT, Business Administration, or a related field.
• Minimum 5-7 years of experience in IT Project Management, Program Management, and Service Delivery, preferably within a government or regulated environment.
• Excellent communication, negotiation, and stakeholder management skills.
• Familiarity with government procurement processes and regulations is a plus.

Desired Skills:

• Strong leadership and team management capabilities.
• Ability to work under pressure and manage multiple priorities.
• Excellent problem-solving skills with a proactive and customer-focused mindset.
• Certification in ITIL, PMP, or equivalent is an advantage.

Life at Dbiz:

• Competitive salary and attractive benefits
• Dynamic and innovative work environment
• Opportunities for personal growth and development
• Engaging and collaborative company culture

Select how often (in days) to receive an alert:

An empowering career at Singtel begins with a Hello. Our purpose, to Empower Every Generation, connects people to the possibilities they need to excel. Every "hello" at Singtel opens doors to new initiatives, growth, and BIG possibilities that takes your career to new heights. So, when you say hello to us, you are really empowered to say…“Hello BIG Possibilities”.

Service Delivery

• Service Delivery incorporates the end-to-end deliverables of the Service Contract delivered by Singtel Group (or its sub entities). This includes client engagement with Customer and managing external and internal stakeholders’ expectations and deliverables outcome.
• This will also cover the growth of the account and looking into delivering excellent Customer Engagement experience.
• The Service Delivery Manager (SDM) may manage delivery in a single, or up to multiple accounts subjective to the size and scale of the service contract.
• The SDM is also expected to make strategic and tactical plans in alignment of delivery to meet the contractual obligations (SLAs) to our customers.
• The SDM will act as the SPOC, for Customer engagement on service delivery matters, and will be part of the Customer Engagement & Assurance business unit , and part of the Technology Service & Assurance Group organization structure.

Operations

• The SDM is expected to lead both the Service and Technical delivery team in day-to-day operations matters, and ensure services are delivered sustainable model to meet our SLA deliverables.
• Operations delivery includes leading team on delivery excellence, and drive towards continuous service improvements, and to enhance the service values to the customer.
• The SDM is also expected to engage and manage 3rd party partners, to align their delivery competency and capabilities with Singtel service contract to our customers.
• The SDM is expected to manage the financials for the service projects under his purview. This includes recovery of costs in respective cost centers in a healthy state.

People and Growth

• The SDM is expected to have people management on the delivery teams, either under direct or indirect management (eg. 3rd party partners or contractors).
• The SDM should also conduct routine communications with the members of the delivery teams, and their own direct reports. This includes weekly/monthly/quarterly/half-annually/annually meetings, one-on-one sessions and performance assessments as deemed required.

Skills for Success:

Min. 6 years in general service delivery, in 1 or more Technical Domain / Min 2 years working in enterprise scale IT environment, / Min. 10 years in senior delivery role managing in at least 1 Technical Domains (or multiple technical domains) in enterprise environment.

• Service Delivery Management
• ITIL Foundation knowledge
• Proficient in at less 1 technical workstream (Network, System, DB, Storage, Hosting, Cloud, Workplace services)

Publicis Sapient is seeking a seasoned Solution Architect to lead complex managed services pursuits across application, infrastructure, and cloud landscapes. This leadership role demands deep expertise in solutioning, estimation models, and modern engineering practices like Agile and DevSecOps.

Ideal candidates will bring: strong presales experience, exceptional communication skills, and a strategic mindset to drive large-scale digital transformation initiatives.

1. Lead end-to-end architecture for large-scale, multi-tower managed services across applications, infrastructure, and cloud.
2. Drive complex presales engagements, from RFP analysis and effort estimation to solution design and client presentations.
3. Apply deep expertise in Agile, DevSecOps, and modern engineering practices to shape scalable and resilient solutions.
4. Develop and implement accurate estimation models, including ticket-based, benchmark-driven, and story-based sizing.
5. Collaborate with cross-functional global teams to craft compelling solution proposals and lead client engagements.
6. Leverage knowledge of digital transformation, application modernization, cloud migration, and data/AI to enhance solution value.
7. Champion innovation through automation, observability tools, and GenAI to optimize service delivery and performance.

Your Skills & Experience:

• 14-23+ years of overall IT experience, with 7-10+ years in solution architecture for managed services or large-scale IT transformations.
• Proven expertise in architecting multi-tower managed services, including application support, infrastructure, and cloud operations.
• Strong background in presales, RFP response, estimation models (ticket-based, T-shirt sizing, benchmark-driven), and client-facing solutioning.
• Deep knowledge of Agile, DevOps/DevSecOps methodologies, and engineering excellence practices.
• Familiarity with digital transformation areas: application modernization, cloud migration (AWS/Azure/GCP), data & AI, and ideally commerce platforms like Salesforce.

Tools & Certifications (Preferred):

• Experience with observability and monitoring tools (e.g., Dynatrace, AppDynamics, New Relic), automation, and emerging tech like GenAI.
• Relevant certifications (preferred but not mandatory): Cloud Architect certifications (AWS/Azure/GCP), TOGAF, ITIL.

Set Yourself Apart With:

• GenAI or AI/ML exposure for intelligent automation in managed services.
• Experience with ticket analytics to improve service efficiency.
• Familiarity with ITSM tools like ServiceNow or BMC.
• Hands-on with observability tools such as Dynatrace or AppDynamics.
• Knowledge of FinOps for cloud cost optimization.

• Gender-Neutral Policy
• 18 paid holidays throughout the year
• Generous parental leave and new parent transition program
• Flexible work arrangements
• Employee Assistance Programs for wellness and well-being

To succeed, master solution architecture for large-scale managed services, excel in pre-sales activities, and stay updated on AI and observability tools. Strong communication and leadership abilities are essential.

Publicis Sapient is a digital transformation partner helping organizations get to their future, both in how they work and serve customers. With a start-up mindset, we fuse strategy, consulting, customer experience, agile engineering, and creativity to deliver value.

Our 20,000+ people across 53 offices worldwide bring expertise in technology, data sciences, consulting, and customer obsession to accelerate our clients' businesses.

Jurong Port’s multipurpose port operating expertise includes efficient handling of general, bulk and containerized cargo, management and operations of the Tuas Offshore Marine Centre, and Lighter Terminals in Penjuru and Marina South. Besides Singapore, Jurong Port is involved in overseas joint ventures in China and Indonesia. In 2016, Jurong Port’s local and overseas terminals handled close to 35 million tons of general and bulk cargo, and 560,000 TEUs of container cargo.

Job scope:

To lead the Service Delivery and IT helpdesk team to establish a robust Service Design and Service management framework with internal and external Stakeholders, serving as the key custodian of JP’s Service Delivery Standards to ensure that maintenance and support deliverables meet business operation needs by maintaining optimal system uptime.

Strategic planning:

• Develop strategy roadmap for JP vendors to align with overall JP digital strategy and business objectives.
• Review JP’s application landscape to strategize the onboarding and sunset of applications.
• Review vendor SLA baselines against performance to identify areas for improvement.
• Evaluate products for future planning based on application evolution.

Vendor Operation:

• Identify system improvements to minimize data patching.
• Analyze recurring problems and defects to implement preventive actions.
• Collaborate with Digitalisation Division – Enterprise Architect, Technical Team to resolve application issues.
• Manage IT Helpdesk team to streamline application support and end-user services.
• Drive cost reductions and efficiencies via Root Cause Analysis, Knowledge management, Performance tuning, and user training.
• Establish and review SOPs such as incident and change request management.
• Manage change requests, ensuring proper justification, prioritization, and alignment with product roadmaps.
• Perform JPOnline application administration tasks, including access reviews.
• Manage a team of system analysts providing level 2 support for in-house and vendor-developed applications.

Vendor management:

• Manage vendors proactively to meet KPIs and SLAs, resolving issues promptly.
• Review vendor deliverables and performance reports.
• Ensure timely submission and review of vendor reports.
• Ensure compliance with processes and perform incident, release, and change management.
• Establish quality control processes for vendor deliverables.
• Collaborate with vendors and stakeholders to improve processes and implement automation.
• Negotiate costs for onboarding new applications.
• Ensure smooth transition and knowledge transfer for new systems.
• Propose cost-effective strategies for application maintenance and support.
• Monitor and control vendor-related costs within budgets.

Compliance:

• Mitigate cybersecurity risks through appropriate controls.
• Monitor security vulnerabilities and conduct risk assessments.
• Adhere to IT policies, standards, and procedures.
• Manage application and system audits.
• Plan technology upgrades to comply with cybersecurity requirements and maximize application lifespan.

People Engagement:

• Lead, motivate, and develop the team.
• Conduct performance reviews and provide leadership in vendor management best practices.
• Build team dynamics and improve performance.
• Coordinate between vendors and internal teams for change requests and incident resolution.
• Ensure adherence to support processes and standards.
• Manage recruitment, training, and coaching of staff.
• Maintain effective communication and set clear KPIs.
• Coach and mentor team members to overcome challenges.

Educational Qualifications

• Degree in computer science, computer engineering, information technology, or relevant field.
• Relevant IT certifications such as PMP, ITIL preferred.

Relevant experience

• Degree in computer science, engineering, or IT.
• Good understanding of ITIL methodologies; certification advantageous.
• At least 5 years in application support and vendor management.
• At least 3 years in team management and project management.
• Knowledge of Unix, scripting, Java 8+, middleware (Weblogic, Tomcat, SpringBoot), automation tools, build tools (Maven, Jenkins), databases (Oracle, MSSQL), SDLC methodologies (Waterfall, Agile).

Characteristics

• Strong communication skills for technical and non-technical stakeholders.
• Independent, effective team manager.
• Strong analytical skills.
• Experience in logistics or port operations preferred.
• Leadership qualities to motivate and overcome team challenges.

We’re looking for a Service Delivery Manager with experience in ICT service delivery, cloud solutions, and public sector projects. The SDM will lead the seamless delivery of critical services, acting as the primary point of contact for stakeholders and ensuring high-quality implementation, support, and management of ICT systems.

• Act as the single point of contact (SPOC) for all service delivery matters, including meetings, timelines, and service performance.
• Manage end-to-end service delivery by coordinating with cross-functional teams (Infrastructure, Security, and others) to ensure timely and efficient implementation.
• Oversee critical tasks, including system designs, change requests, equipment procurement, and documentation updates.
• Ensure compliance with government cybersecurity standards and manage risks by identifying issues and proposing mitigation measures.
• Lead monthly service reviews, progress updates, and ensure proper inventory and documentation of all hardware/software.
• Collaborate with vendors, internal teams, and public agencies to troubleshoot and resolve issues efficiently.

• 5-10 years of experience in ICT service delivery, preferably in government or public sector environments.
• Experience with cloud solutions (e.g., AWS, Azure, GCP) and network infrastructure.
• Proven ability to manage large-scale ICT services and multi-stakeholder environments.
• Strong leadership, communication, and stakeholder management skills.
• Familiarity with service management processes and tools (e.g., JIRA, ITSM platforms).

Description

Jurong Port’s multipurpose port operating expertise includes efficient handling of general, bulk and containerized cargo, management and operations of the Tuas Offshore Marine Centre, and Lighter Terminals in Penjuru and Marina South. Besides Singapore, Jurong Port is involved in overseas joint ventures in China and Indonesia. In 2016, Jurong Port’s local and overseas terminals handled close to 35 million tons of general and bulk cargo, and 560,000 TEUs of container cargo.

To lead the Service Delivery and IT helpdesk team to establish a robust Service Design and Service management framework with internal and external Stakeholders, serving as the key custodian of JP’s Service Delivery Standards to ensure that maintenance and support deliverables meet business operation needs by maintaining optimal system uptime.

• Develop strategy roadmap for JP vendors to align with overall JP digital strategy and business objectives.
• Constant review of JP’s application landscape to strategize optimum approach to on/off boarding of new/sunset applications.
• Constant review vendors' SLA baselines against vendor’s performance to identify areas for improvement on the service levels.
• Product evaluation for future planning in accordance with application evolution.

• Identify potential improvements to systems to minimize data patching.
• Analyze recurrence of problems, issues and defects to implement effective preventive actions with Service Delivery Team.
• Work with Digitalisation Division – Enterprise Architect, Technical Team to resolve application issues.
• Manage IT Helpdesk team to streamline processes for application support and end user computing services.
• Drive continued cost reductions and efficiencies across supported portfolios through Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training.
• Establish and review existing SOPs such as incident and change request management.
• Review and manage change requests from business users, ensuring relevant justification, prioritization based on criticality, and collaboration with Product Manager for roadmap inclusion.
• Perform JPOnline application administration tasks, including granting access and conducting yearly access reviews.
• Manage a team of system analysts providing level 2 support for in-house or vendor-developed applications.

• Proactively manage vendors based on contractual obligations to meet KPIs and SLAs, resolving issues promptly to minimize downtime.
• Review vendors' deliverables including change requests, incident reports, and resource utilization.
• Ensure timely submission of reports and review vendor performance, preparing monthly service reports for management.
• Ensure vendors adhere to incident, release, and change management processes.
• Establish quality control processes to meet standards.
• Collaborate with vendors and internal teams to review processes for cost reduction and efficiency improvements.
• Implement process automations in collaboration with vendors and stakeholders.
• Ensure compliance with SOPs.
• Negotiate costs for onboarding new applications.
• Ensure smooth transition and knowledge transfer for new systems with vendors.
• Devise strategies for cost-effective application maintenance and support.
• Monitor and manage costs aligned with budgets and contracts.

• Assess and mitigate cybersecurity risks through appropriate controls.
• Monitor security vulnerabilities and perform risk assessments for unpatched vulnerabilities.
• Conduct IT tasks in accordance with policies and standards, managing network and application audits.
• Review application landscape regularly and plan upgrades to comply with cybersecurity requirements and maximize lifespan.

• Lead, motivate, and develop the team to manage vendors effectively.
• Conduct performance reviews and provide leadership and guidance on vendor management best practices.
• Build team dynamics and improve performance.
• Coordinate between vendors and internal teams for change requests and incident resolution.
• Ensure adherence to support processes and standards.
• Manage recruitment, training, coaching, and HR processes for staff.
• Maintain effective communication and set clear KPIs.
• Mentor team members to overcome challenges.

• Degree in computer science, engineering, IT, or relevant field.
• Relevant IT certifications (e.g., PMP, ITIL) preferred.

• Degree in relevant IT fields.
• Understanding of ITIL methodologies; ITIL certification advantageous.
• At least 5 years in application support and vendor management.
• Minimum 3 years in team management and project management.
• Knowledge of Unix, scripting, Java 8+, middleware, automation tools, databases, and SDLC methodologies.

• Excellent communication skills.
• Independent and effective team leader.
• Strong analytical skills.
• Experience in logistics or port operations preferred.
• Strong leadership and motivation skills.

#J-18808-Ljbffr

Industry

Other

Category

IT & Technology

Sub Category

Professional Services