We are seeking a Service Delivery Manager to lead and oversee a system and solution maintenance project.
Key Responsibilities
- Manage and oversee the system and solution maintenance project, ensuring timely and high-quality service delivery.
- Provide technical solutioning support within Java Spring Boot 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 Spring Boot 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.