Job Description

• Manage the end-to-end delivery of IT services, ensuring infrastructure, network, systems, and cybersecurity services meet agreed service levels, performance, availability, and operational requirements.
• Own and monitor SLAs, OLAs, service performance metrics, and operational KPIs, identifying service gaps and driving corrective and continuous improvement initiatives.
• Drive the adoption and effective execution of ITIL service management practices, including Incident, Problem, Change, Request, and Service Level Management.
• Act as the key service delivery and escalation point for stakeholders, coordinating technical teams to ensure incidents, service issues, and operational concerns are addressed in a timely manner.
• Coordinate the delivery of infrastructure and cybersecurity projects, system upgrades, migrations, and service improvements, ensuring activities are completed within agreed scope, timeline, and service requirements.
• Conduct regular service reviews and performance reporting, communicating service health, risks, recurring issues, improvement actions, and operational priorities to relevant stakeholders.
• Champion a customer- and user-centric service culture, ensuring technical services and solutions provide a reliable and efficient end-user experience.
• Lead and mentor a team of Network, Systems, and Cybersecurity Engineers, including resource planning, workload prioritisation, performance management, and capability development.
• Work closely with internal teams, vendors, and other stakeholders to manage service dependencies and ensure effective delivery of IT services.
• Support operational governance, IT compliance, disaster recovery (DR), and business continuity planning (BCP) to maintain service resilience and readiness.

Job Requirements

• Bachelor’s Degree in Cybersecurity, Computer Engineering, Information Technology, or a related field.
• Minimum 5 years of experience in IT Service Management, IT Operations, or Technical Service Delivery.
• At least 2 years of experience in a leadership, supervisory, or service management role.
• Experience managing service delivery across infrastructure, network, systems, and cybersecurity environments is preferred.

Skill Sets Requirements

IT Service Management & Service Delivery

• ITIL Certification (v3/v4)
• Incident, Problem, Change, and Service Level Management
• SLA / OLA Management
• Service Performance Monitoring and Reporting
• Service Review and Continuous Improvement

Stakeholder & Service Management

• Stakeholder Management
• Service Escalation Management
• Customer / User Experience Management
• Vendor and Cross-functional Coordination

Team & Resource Leadership

• Resource and Capacity Planning
• Team Leadership and Technical Mentorship
• Performance Management
• Experience managing technical teams of 5 or more members

Infrastructure & Cybersecurity Service Delivery

• Working knowledge and service oversight of Cisco Networking
• VMware, Windows, and RHEL environments
• Cybersecurity technologies including Firewalls, SIEM, and EDR
• Ability to coordinate technical specialists without necessarily serving as the hands-on subject matter expert for every technology

Project & Lifecycle Management

• Infrastructure Migration and System Upgrade Coordination
• Security Initiative Lifecycle Management
• Service Transition and Operational Readiness
• Risk, Issue, and Dependency Management

Operational Governance

• IT Compliance and Governance
• Disaster Recovery (DR) Planning
• Business Continuity Planning (BCP)
• Service Resilience and Operational Risk Management

We regret that only shortlisted candidates will be notified.

Interested applicants kindly click on apply now or send your updated resume to berlyn.lum@peopleprofilers.com .

Contact No: 6950 9731

Berlyn Lum Miao Yu

Registration Number: R1766577

EA License Number: 02C4944

People Profilers Pte Ltd, 20 Cecil St, #08-09, PLUS Building, Singapore 049705

http://www.peopleprofilers.com