General Information
Req #
WD00105778
Career area:
Information Technology
Country/Region:
Singapore
State:
Central Singapore
City:
SINGAPORE
Date:
Thursday, September 17, 2026
Working time:
Full-time
Additional Locations:
- Singapore - Central Singapore - Singapore
- Singapore - Central Singapore - SINGAPORE
Why Work at Lenovo
We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.
Description and Requirements
We are seeking an experienced and resilient Cloud Services Delivery Manager to manage our Agency Tenant Facilities Management (ATFM) operations team. You will manage day-to-day cloud operations, drive complex migration roadmaps, and act as the principal custodian of infrastructure security, ensuring strict adherence to Singapore public sector compliance frameworks (e.g., IM8).
Key Responsibilities:
Service Delivery & Operational Excellence
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Lead and oversee day-to-day operations across all managed services (Cloud, Network, Systems, Security, and Applications).
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Ensure strict adherence to defined SLAs, OLAs, and KPIs, driving accountability and data-driven performance reviews.
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Maintain service continuity and incident response readiness, including after-hours escalation management.
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Conduct post-incident reviews (PIRs), ensuring lessons learned and RCA findings translate into sustainable corrective actions.
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Champion service improvement initiatives (e.g., automation, observability dashboards, and event correlation tuning).
ITIL Governance, Risk & Compliance
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Implement and govern all ITIL process pillars — Incident, Request, Problem, Change, Knowledge, and Asset Management.
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Own the operational governance framework, including SOPs, escalation matrices, RACI charts, and service catalog alignment.
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Lead weekly/monthly governance cadences (SLA review, backlog health, change risk review, vulnerability remediation).
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Ensure compliance with GovTech OCP/ORA policies, ISO 20000/27001, and internal audit controls.
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Identify operational risks and compliance gaps, drive mitigation, and track closure with stakeholders.
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Partner with cybersecurity and compliance teams on access control, privileged account, and break-glass governance.
Stakeholder & Customer Management
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Act as the primary customer interface and trusted advisor, ensuring clear communication and stakeholder satisfaction.
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Conduct monthly and quarterly business reviews (MBR/QBR), presenting operational insights, trends, and risk posture.
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Manage multi-agency or multi-stakeholder relationships, balancing priorities and ensuring unified service outcomes.
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Coordinate with third-party vendors and internal towers (NOC, SOC, CloudOps, Network, DBA) for integrated service management.
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Drive proactive engagement and feedback loops, ensuring alignment with evolving business and compliance requirements.
Operational Support & Coordination
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Oversee Day-2 Operations, including monitoring, patching, backup, and performance optimization.
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Ensure incident prioritization and escalation discipline, enforcing communication templates and real-time updates.
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Manage major incidents and DR scenarios, ensuring structured response, timeline documentation, and customer assurance.
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Govern change control lifecycle, ensuring risk assessment, CAB participation, and proper rollback validation.
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Ensure operational readiness for new deployments (Day-1 to Day-2 transition, hyper-care, acceptance testing).
Reporting, Metrics, and Compliance
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Produce monthly performance reports and dashboards detailing SLA attainment, MTTR, backlog aging, and RCA metrics.
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Track and analyze trending data to identify recurrent issues and propose automation or process improvements.
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Present governance scorecards and risk registers to both internal leadership and customer stakeholders.
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Leverage data from ServiceNow / ITSM platforms, CloudWatch, Grafana, and Zabbix for real-time health visibility.
People & Resource Management
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Manage and mentor shared pools of engineers (L1–L3) across multiple service domains.
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Oversee workload allocation, shift rosters, and on-call readiness, ensuring 24×7 coverage and staff well-being.
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Lead performance reviews, coaching plans, and skill development, aligning to service needs and ITIL maturity goals.
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Support hiring, onboarding, and succession planning to maintain operational stability.
Strategic Service Improvement & Transformation
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Lead service transformation initiatives, aligning operations to cloud-native and automation-first models.
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Collaborate with solution architects and PMO to ensure smooth service transition and continual improvement.
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Drive efficiency gains through SOP refinement, AI-Ops, automation, and proactive monitoring adoption.
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Support leadership in developing innovation roadmaps and service maturity frameworks.
Requirements:
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Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
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Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
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5–8 years of experience in service delivery, operations, or IT service management, with at least 3 years in a cloud or managed services environment.
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Proven experience managing multi-agency or multi-customer clusters with shared operational teams
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Strong understanding of AWS / Azure / GCP environments and their operational frameworks.
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Proficient in ITIL v4 processes and governance; ITIL certification preferred.
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Hands-on experience with ITSM tools (e.g., ServiceNow, JIRA, Remedy).
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Familiarity with cloud monitoring platforms (e.g., CloudWatch, Azure Monitor, Zabbix, Grafana).
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Experience in change control, incident RCA, and problem management.
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Working knowledge of compliance standards (ISO27001, ITSM audit, or GovTech OCP/ORA).
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Strong leadership and communication skills with the ability to influence cross-functional teams.
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Excellent stakeholder engagement and customer relationship management.
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Analytical mindset with a continuous improvement and risk mitigation focus.
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Ability to manage multiple priorities in a fast-paced environment.
Key Competencies:
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Strong leadership and decision-making under pressure
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Excellent stakeholder and communication skills
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Deep understanding of service delivery and security and process governance
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Ability to balance operations, security, and business priorities
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Exceptional capabilities in managing multi-disciplinary engineering teams under high-pressure SLA environments.
Additional Locations:
- Singapore - Central Singapore - Singapore
- Singapore - Central Singapore - SINGAPORE
- Singapore
- Singapore - Central Singapore
* Singapore - Central Singapore - Singapore , * Singapore - Central Singapore - SINGAPORE