IT Service Delivery Manager

We are seeking a Service Delivery Manager to lead and oversee a system and solution maintenance project starting in December. The role is focused on managing 24/7 maintenance operations (without personal standby requirement), ensuring smooth service delivery, SLA compliance, and effective technical solutioning across a Java and .NET technology stack. The ideal candidate will have strong experience in service delivery, excellent communication skills in Mandarin and English, and the ability to manage escalations, ticket evaluation, and coordination with enhancement teams.

Key Responsibilities

• Manage and oversee the system and solution maintenance project, ensuring timely and high-quality service delivery.
• Provide technical solutioning support within Java and .NET environments.
• Ensure 24/7 maintenance operations are properly managed (no need for personal 24/7 standby).
• Evaluate, prioritize, and manage L2 and L3 support tickets, ensuring proper resolution or escalation.
• Monitor and enforce SLA adherence, compliance standards, and deliverables.
• Act as a liaison between support teams, enhancement teams, and business stakeholders for escalations and resolutions.
• Maintain clear documentation, reporting, and governance for all service delivery activities.
• Support agile delivery practices; Scrum Master experience is an advantage.
• Drive continuous improvement initiatives in service delivery, ensuring operational efficiency and customer satisfaction.

Required Skills & Qualifications

• Bachelors degree in IT, Computer Science, or related field.
• 5+ years experience in service delivery, system maintenance, or IT operations.
• Strong knowledge and hands-on understanding of Java and .NET tech stack.
• Proven ability to support L2 and L3 operations and manage ticket lifecycle.
• Strong understanding of SLA management, compliance, and service governance.
• Excellent communication and interpersonal skills; bilingual in Mandarin and English is required.
• Strong problem-solving and escalation management skills.
• Experience in project-based system/solution maintenance delivery.
• Scrum Master certification or agile delivery knowledge is a plus.