{"id":3726260,"url":"https://alion.io/job/kris-infotech-service-delivery-manager","title":"Service Delivery Manager","company":{"id":278683,"name":"Kris Infotech","domain":"kris.sg","url":"https://alion.io/company/kris-2","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":null},"role":"Product","role_family":"Product","seniority":"lead","employment_type":"full_time","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":{"min":8500,"max":11000,"currency":"SGD","period":"month","gross":true,"usd_annual":103044},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-11-04T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-11-04T00:00:00Z","board_verified":false,"closed_at":null,"days_open":6,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":6},"description":"Job Description:\nOversee L1, L2, and L3 support, ensuring incidents and service requests are triaged, resolved, or escalated within SLA.\nManage the service desk, including ticket quality, escalation paths, and shift coverage.\nManage problem management and root cause analysis to prevent recurring issues.\nCoordinate corrective, preventive, and adaptive maintenance, including patching and upgrades.\nPlan and control changes and releases, including emergency fixes and maintenance windows.\nMonitor system health, availability, and performance, and act on alerts and trends.\nLead major incident response, communication, and post-incident reviews\nManage vendors and third-party support against contractual SLAs.\nMaintain runbooks, knowledge base, and operational documentation to enable L1 resolution and reduce escalations.\nEnsure security and compliance, including vulnerability remediation and audit readiness.\nReport on support performance and maintenance activities in regular service reviews.\nTrack support budgets, licences, and renewals, and manage the service risk register.\nRequirements:\nBachelor’s degree in IT, Computer Science, Engineering, or a related field (or equivalent experience).\n5-8 years in application or infrastructure support and maintenance, including 2+ years in a lead or managerial role.\nExperience managing multi-tier support (L1 to L3) for production systems under SLA.\nStrong incident, problem, and change management background.\nExperience coordinating vendors and handling customer escalations.\nITIL 4 Foundation; 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https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}