Panasonic Information Systems Company Asia Pacific (PISCAP) is an IT solutions partner which provides IT Professional Services to 63 Panasonic Group companies in APAC Region, comprising of 7 Main Business Lines. PISCAP is an integral part of Panasonic Transformation journey. It is responsible for IT Leadership, Portfolio Management, Solutions Delivery and IT Operations with its Centre of Excellence in Singapore, Malaysia, Thailand, and Vietnam. By leveraging on Panasonic’s merit of scale, PISCAP innovates and generate sustained value to the APAC business group.

IT SERVICE DELIVERY MANAGER

We are looking for a dynamic IT Service Delivery Lead to manage end-to-end operations, ensuring seamless incident resolution, performance monitoring, and stakeholder engagement. This role will champion continuous improvement through crisis coordination, vendor oversight, compliance, and team leadership across service delivery functions.

CORE OPERATIONAL RESPONSIBILITIES

Incident, Request Management and Change Management

• Ensure timely response and resolution of incidents and fulfilment of service requests, coordinating with relevant support teams and escalating when necessary.
• Facilitate operational meetings with Service Desk (Level & Level 1.5) to review ticket status, open issues, and priorities for the day.
• Support delivery of changes and participate in weekly change advisory board (CAB) meetings.

Service Performance Management and Monitoring

• Monitor and report on service delivery performance against SLAs and KPIs, ensuring consistent and high-quality service outcomes.
• Analyse trends in incident, identify problems and propose improvements to relevant service owner.
• Maintain service reporting dashboard for management review.
• Identify opportunities for service improvement and lead initiatives to enhance efficiency, reliability, and user experience.

Stakeholder Engagement

• Serve as the main contact between IT and Business, managing expectations and ensuring customer satisfaction.
• Provide regular updates to leadership and stakeholders on service performance, issues, and improvement plans.

Major Incident / Crisis Management, Business Continuity & Disaster Recovery Coordination

• Act as the first point of escalation for Major Incidents.
• Coordinate with Regional Crisis teams and other stakeholders.
• Conduct post incident review (PIR) to identify root cause, capture learnings and improvement actions.
• Maintain awareness and documentation of DR capabilities for key systems.
• Participate in annual BCP and readiness testing.

Security, Risk and Compliance

• Ensure compliance with internal policies, information security, and industry standards.
• Support audit and compliance activities when required.

Vendor Management

• Manage the delivery of vendors ensuring compliance with contractual obligations and SLA performance.
• Coordinate between IT and external service providers/vendors.

Asset Management

• Maintain data quality of IT assets and configuration items in CMDB and IT Asset tool.
• Assist in Technology refresh renewal plan.

Team Leadership

• Lead and mentor delivery team, fostering a culture of ownership, customer focus, collaboration, and continuous learning.
• Conduct regular performance review.

Knowledge Management & Process Documentation

• Oversee the creation, validation, and regular review of knowledge articles, FAQs, troubleshooting guides, and service documentation to ensure accuracy and relevance.
• Ensure all service delivery processes, workflows, and procedures are clearly documented and regularly updated to reflect operational changes and improvements.

IT Financial Management

• Support annual budget planning and monthly forecasting.

Project Management

• Support project delivery team, ensuring readiness of Service Desk during transition from project to operation.

Qualifications and Requirements

• Bachelor’s Degree in Information Technology or a related field
• ITIL Foundation/Intermediate or PMP certification is an advantage
• Minimum 5 years’ experience in IT Service Delivery, Service Desk, or Infrastructure roles
• Proven track record in managing SLA, ITSM processes, and vendor coordination
• Experience working in a Global or Regional IT environment
• Working knowledge of ServiceNow or similar ITSM platforms is a plus
• Proficient in Microsoft 365
• Strong leadership skills with the ability to drive results
• Strong analytical and troubleshooting skills
• Effective communication skills to interface with business and technical stakeholders
• Experience in crisis management and incident response
• Ability to work independently and under pressure, including during off-hours to manage crises and escalations
• Collaborative mindset with diligence and commitment to service excellence
• Language proficiency: Fluent in English (for effective communication in a regional/global context)
• Willingness to travel once or twice a year for work-related purposes

We regret to inform that only shortlisted candidates will be contacted for further steps in the selection process.