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Service Delivery Manager - Airport Systems & SLA Management

Job description

Key Responsibilities:

  • Technical Support & SLA Management: Provide technical support for hardware and software, ensuring adherence to SLAs for timely response and service quality.
  • Proactive Troubleshooting: Identify and resolve technical issues, escalating complex problems to senior specialists when necessary.
  • System Health Monitoring: Conduct daily system health checks to ensure uptime aligns with contractual requirements.
  • Root Cause Analysis: Assist with root cause analysis for customer-reported issues, working closely with internal teams.
  • Process Adherence: Follow change, configuration, and release management protocols to maintain software quality before release.
  • Customer Engagement: Maintain clear communication with customers on planned work, service updates, and potential risks.
  • Reporting: Prepare monthly service reports to keep stakeholders updated on system performance and progress.
  • Knowledge Sharing: Contribute to knowledge base development in tools such as Confluence and Jira.

What You'll Bring:

  • Service-Oriented Mindset: You understand that service delivery is not just about fixing issues-it's about making systems work seamlessly, ensuring stakeholders trust in the technology.
  • Strong Communication: You'll be the bridge between the technical team and the client, ensuring that technical jargon translates into meaningful business impact.

Required Skills:

  • Degree in IT, Computer Science, Software Engineering, or a related field is preferred. Candidates with an Electrical & Electronics background and relevant experience are also encouraged to apply.
  • Minimum 5 years of experience in IT and hardware technical support, ideally within an ITIL framework.
  • Strong troubleshooting skills across both hardware and software platforms.
  • Experience managing IT components and warranties.
  • Background in software management is a plus.
  • Demonstrated success in managing SLAs and customer service relationships.

If this job isn't quite right for you, but you know someone who would be great at this role, why not take advantage of our referral scheme? We offer SGD1,000 or SGD350 in shopping vouchers for every referred candidate who we place in a role. Terms & Conditions Apply. https://www.ambition.com.sg/refer-a-friend