{"id":1252415,"url":"https://alion.io/job/astar-service-delivery-manager-nscc","title":"Service Delivery Manager, NSCC","company":{"id":50235,"name":"Agency for Science, Technology and Research","domain":"a-star.edu.sg","url":"https://alion.io/company/a-star-edu","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"B","score":80,"open_postings":49,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Singapore"],"countries":["SG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":68000,"max_usd":121000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":24},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HPC","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-09-25T18:36:13Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-10-22T11:43:25Z","board_verified":true,"closed_at":null,"days_open":26,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":26},"description":"Position Overview\nThe Service Delivery Manager is responsible for ensuring reliable operation and continuous improvement of NSCC’s HPC and research IT services. The role coordinates service delivery across internal teams and managed service providers to ensure services meet agreed performance and availability targets.\nThis is a hands-on operational role focused on service stability, coordination, and execution across multiple delivery parties.\nKey Responsibilities\n1. Service Operations Management\nOversee day-to-day service operations to ensure stability and continuity.\nEnsure effective execution of Incident, Major Incident, Change, Problem, and Service Request processes.\nCoordinate internal teams and managed service providers to restore and deliver services efficiently.\n2. Incident and Major Incident Management\nCoordinate major incidents, including escalation, response, and resolution.\nEnsure timely stakeholder communication during service disruptions.\nConduct post-incident reviews and track corrective actions.\nIdentify recurring issues and trigger problem management.\n3. Change Management\nOversee change process to ensure proper assessment, approval, and implementation.\nReview changes for risk, impact, and readiness.\nCoordinate change scheduling to minimise service disruption.\nMonitor change outcomes and improve execution quality.\n4. Problem Management and Service Improvement\nDrive root-cause analysis for recurring or high-impact issues.\nTrack known errors and corrective actions to closure.\nIdentify and prioritise service improvements.\nWork with teams and suppliers to implement permanent fixes.\n5. Service Level and Supplier Management\nMonitor service performance against SLAs and KPIs.\nCoordinate with managed service providers to ensure contractual obligations are met.\nConduct service reviews and track improvement actions.\nEscalate performance issues where required.\n6. Service Catalogue and Request Management\nMaintain service catalogue and request workflows.\nEnsure request processes are clear and efficient.\nMonitor fulfilment performance and identify automation opportunities.\n7. Service Performance and Reporting\nMaintain service dashboards and operational reports.\nTrack key metrics such as availability, incidents, changes, and supplier performance.\nProvide regular updates to management and governance forums.\nTranslate data into actionable service insights.\n8. ITSM Tool and Process Enablement\nSupport configuration and improvement of ITSM tools.\nWork with teams and vendors to enable automation where appropriate.\nEnsure tools align with operational processes.\nPromote consistent usage across teams and providers.\n9. Service Governance and Documentation\nMaintain service management processes, procedures, and documentation.\nEnsure accurate records of service structures, workflows, and governance models.\nSupport audits and compliance activities.\nKeep processes practical and operationally relevant.\n10. Stakeholder Coordination and Communication\nAct as coordination point between NSCC teams, service owners, and providers.\nFacilitate collaboration during operational issues.\nEnsure clear communication of service status, risks, and issues.\nAlign operational execution with governance requirements.\nRequirements\nEducation\nBachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline.\nExperience\nMinimum 5 years of experience in IT Service Management or IT operations.\nProven experience managing ITIL-aligned processes in enterprise environments.\nExperience working with managed service providers or outsourced IT operations.\nFamiliarity with ITSM platforms such as ServiceNow, ManageEngine, Jira Service Management, BMC, or equivalent.\nExperience in infrastructure-heavy environments (HPC, data centres, cloud, or enterprise IT) is preferred.\nCertifications\nITIL 4 Foundation (required)\nITIL 4 Managing Professional (preferred)\nAdditional certifications in IT Service Management, cloud, or infrastructure technologies are advantageous.\nCompetencies\nStrong service coordination and stakeholder management skills\nAbility to manage multiple operational priorities under pressure\nStructured analytical thinking and problem-solving capability\nClear and effective communication across technical and non-technical audiences\nStrong documentation, reporting, and governance discipline\nAbility to enforce process consistency without unnecessary bureaucracy\nStrong focus on service reliability and continuous improvement","description_format":"text","description_chars":4488,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":5,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-25T18:36:13Z"}],"visa":[],"liveness":{"score":27,"band":"fade","label":"Fading","p_open":1,"p_active":0.499,"p_room":0.55,"age_days":26,"expected_fill_days":21,"reasons":["conf:3","stale_co","velocity","win:tail","comp:brand"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/astar-service-delivery-manager-nscc","json_url":"https://alion.io/job/astar-service-delivery-manager-nscc.json","meta":{"generated_at":"2026-10-22T17:16:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18155,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":50235},"rest":"https://alion.io/mcp/rest/get_company?id=50235"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fastar-service-delivery-manager-nscc"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fastar-service-delivery-manager-nscc"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fastar-service-delivery-manager-nscc"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/astar-service-delivery-manager-nscc\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fastar-service-delivery-manager-nscc"}]}