Job Description
Are you an experienced ITSM professional with a strong technical background in Cisco networking? Recruit Express is seeking a high-performing IT Service Delivery Manager to join our client's team in Pasir Panjang. In this role, you will be the bridge between technical service delivery and business operations, ensuring that our customer support infrastructure meets rigorous SLA standards and efficiency benchmarks.
The ideal candidate will thrive in a fast-paced environment, overseeing the health of IT services while leveraging deep networking knowledge to optimize support processes. You will lead cross-functional efforts to identify bottlenecks, improve incident response times, and ensure that our Cisco-powered environments remain stable, secure, and fully aligned with organizational objectives.
This is an excellent opportunity for a proactive leader looking to make a significant impact on service quality within a dynamic information and communication technology setting. If you are passionate about driving operational excellence and technical reliability, we invite you to apply today.
Responsibilities
- Oversee the end-to-end service delivery lifecycle, ensuring 100% alignment with established Service Level Agreements (SLAs).
- Provide technical oversight for Cisco-based networking infrastructure within support operations.
- Drive continuous improvement initiatives to enhance service desk efficiency and ticket resolution quality.
- Manage incident escalation pathways and coordinate with engineering teams to resolve complex technical outages.
- Analyze service performance metrics and generate detailed reports for management, highlighting trends and areas for optimization.
- Ensure compliance with IT policies and security protocols across all service delivery channels.
- Foster strong communication between technical teams and non-technical stakeholders to streamline service requests.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum 3-5 years of experience in IT Service Management (ITSM) or Service Delivery roles.
- Solid hands-on experience or deep theoretical knowledge of Cisco networking hardware and protocols.
- Proven track record of managing SLA performance in high-volume customer support environments.
- Excellent communication and stakeholder management skills.
- Certification in ITIL (Foundation or higher) is highly preferred.
- Strong analytical mindset with the ability to troubleshoot process inefficiencies effectively.