Service Delivery Manager (AMK)

Key Responsibilities:

1. Service Delivery Oversight:

  • Manage and oversee the delivery of desktop IT concierge services to ensure alignment with client expectations and SLAs.
  • Monitor service performance and proactively address any deviations from agreed standards.

2. Team Leadership:

  • Lead and mentor a team of IT support professionals, fostering a culture of excellence and continuous improvement.
  • Conduct regular performance reviews, provide coaching, and develop team members to achieve their full potential.

3. Client Relationship Management:

  • Serve as the primary point of contact for clients, ensuring their needs are met and their expectations are exceeded.
  • Address and resolve client concerns promptly, maintaining high levels of satisfaction.

4. Incident and Request Management:

  • Oversee the resolution of desktop and end-user support incidents, ensuring timely and effective responses.
  • Implement and manage processes for handling service requests, prioritizing efficiency and customer experience.

5. Process Optimization:

  • Develop and enforce standard operating procedures (SOPs) for desktop IT concierge services.
  • Continuously review and improve workflows to enhance service delivery efficiency and effectiveness.

6. Reporting and Analytics:

  • Generate regular reports on service performance, SLA compliance, and client satisfaction.
  • Use data analytics to identify trends, root causes of issues, and opportunities for improvement.

7. Technology Integration:

  • Ensure seamless integration of new tools and technologies into the desktop support environment.
  • Stay updated on emerging trends and innovations in IT service management to incorporate best practices.

8. Budget and Resource Management:

  • Manage budgets for desktop IT concierge services, ensuring optimal allocation of resources.
  • Plan and coordinate resource allocation to meet current and future client demands.

Key Requirements:

· Experience: Minimum 5 years of experience in IT service delivery, with a focus on desktop support and end-user services.

· Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. Relevant certifications such as ITIL Foundation or Microsoft Modern Desktop Administrator are preferred.

Technical Expertise: Strong understanding of desktop environments, hardware, software, and IT support tools.

Leadership Skills: Proven ability to manage and motivate a team of IT professionals, driving performance and engagement.

Client-Focused: Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and stakeholders.

Problem-Solving: Strong analytical and problem-solving skills to manage and resolve complex issues effectively.

Organizational Skills: Exceptional planning and organizational abilities, with a focus on delivering results in a fast-paced environment.

5day week

** Position will be based in AMK

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Job Descriptions

  • To provide 24 x 7 support for Data Center running on 12 hours shift
  • Assisting the Customer in the verification, isolation and/or provision of a temporary work around for the incident/problem logged.
  • Resolving the incident/problem onsite.
  • Escalating unsolvable problems and service requests to the System and/or Software Engineer and reporting the escalation to the Project Manager.
  • Generating the relevant administrative records and reports.
  • Introducing and integrating new technologies into existing environments.
  • Applying operating system updates, patches, and configuration changes.
  • Adding, removing, or updating user account information, resetting passwords, etc.
  • Answering technical queries
  • Maintaining the configuration of the system.
  • To implement Service Request and Change Request
  • Contacting OEM/Vendor for technical support
  • Able to work shift including weekends and public holidays.

Job Requirements

  • Possess Degree/Diploma in Computer Science/Electronics/IT or equivalent
  • Minimum 1 year of relevant working experience in IT infrastructure operation
  • 12 hrs shift working
  • Preferably with Microsoft Certification and/or ITIL certification.
  • Good Knowledge of following products will be advantageous:

-Linux

-Unix

-Active Directory/DNS

-Microsoft Azure Stack

-Microsoft Windows 2016-2022

-Commvault Backup and Recovery

-Symantec Endpoint Protection

• ITIL certification will be an advantage.

Willing to work Shift hrs (Shift allowances provided)

Working Location: AMK area

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You will be a key technology partner to our customers in the Defence sector to thrive on developing the next breakthrough for the defence and security of Singapore. Working closely with the Solution Architect, Project Manager and Technical Lead, you will be part of a development team to develop,test and deploy software application as part of an overall project implementation.

Be Part of Our Success

  • Manage and monitor all installed systems and infrastructure
  • Install, configure, test and maintain operating systems, application software and system management tools
  • Participate in the design of information and operational support systems
  • Liaise with vendors and other IT personnel for problem resolution and performing system security testing base on CIS benchmarks.
  • Provide enterprise-wide support to a high level of Microsoft Windows, VMWare & Redhat.
  • Provide support in a 24/7 environment and would require to work on-call at least 1 week every month

Qualities We Value

  • Diploma/ Bachelor Degree in Computer Science or equivalent
  •   IT System Management experience of various aspect
  • Possess initiative, positive attitude and strong passion in operation support
  • Good communication skills and able to work independently;
  • Able to start work immediately or within a short notice is an advantage

5 day week @ AMK area

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Technical Manager, Software & Systems Engineering

We are seeking a hands-on Technical Manager to lead a cross-functional engineering team in designing, building, and delivering scalable software and platform solutions. You will provide technical direction, coach engineers to grow both technically and as leaders, and drive best practices in Agile and DevOps. You will translate complex business requirements into clear technical specifications and oversee end-to-end solution delivery—from architecture and design to implementation, deployment, and operations.

Key Responsibilities

  • Team Leadership & Delivery

  • Lead and mentor a team of engineers; build technical and leadership capabilities through coaching, pairing, and career development plans.

    Manage project delivery across multiple initiatives concurrently, coordinating interdependencies and aligning milestones, risks, and resources.

    Facilitate Agile ceremonies (daily stand-ups, sprint planning/review/retro) and remove impediments to maintain delivery momentum.

  • Technical Strategy & Architecture

  • Define and implement software and platform development strategy aligned to business goals and target architecture.

    Translate user and business requirements into technical specifications and design documents; establish and govern design principles, standards, and methodologies.

    Oversee architecture, design, and implementation of new features and services; provide technical expertise and design reviews.

  • Engineering Excellence

  • Drive improvements in scalability, reliability, performance, security, and cost efficiency across services and platforms.

    Champion Agile and DevOps practices (CI/CD,trunk-based development, IaC, automated testing, observability).

    Ensure adherence to coding standards, secure coding practices, design patterns, and software development lifecycle (SDLC) controls.

    Manage the implementation and rollout of software and platform solutions into production with operational readiness (monitoring, alerting, SLOs).

  • Stakeholder Management

  • Partner with Product, Architecture, Security, and Operations to align priorities, define scope, and deliver outcomes.

    Communicate technical concepts clearly to both technical and non-technical stakeholders; produce design specs and architecture artifacts.

Required Skills & Experience

  • Leadership & Delivery

  • Proven experience leading software engineering teams and managing end-to-end delivery of medium-to-large programs or multiple concurrent projects.

  • Strong coaching ability to uplift engineers’ technical depth and leadership capabilities.
  • Technical Expertise

  • Proficient in at least two programming languages among TypeScript/JavaScript, Java, C#; able to perform code reviews and guide implementation.

    Familiarity with modern software development tools, practices, and standards (e.g., Git, code review workflows, automated testing, CI/CD, containerization, cloud).

    Ability to translate complex software concepts into clear design blueprints and technical specifications.

  • Methods & Practices

  • Practical understanding of Scrum processes and methodologies; experience facilitating Agile ceremonies is an advantage.

    Working knowledge of DevOps practices and toolchains.

Nice-to-Have / Advantage

  • Experience with cloud platforms (e.g., Azure, AWS, GCP), Kubernetes, microservices, event-driven architectures, or distributed systems.
  • Background in systems engineering, platform engineering, or SRE.
  • Experience with quality/security frameworks (e.g., OWASP, ISO 27001, SOC 2) and SDLC compliance controls.
  • Knowledge of performance engineering, capacity planning, and cost optimization.
  • Exposure to data platforms, messaging, or streaming (e.g., Kafka, RabbitMQ).
  • Familiarity with design documentation standards (C4 model, ADRs, sequence diagrams).

Education & Experience

  • Bachelor’s or Master’s degree in Computer Science, Software Engineering, Information Systems, or related field (or equivalent experience).
  • Typically 7–12+ years in software development/engineering with 3–6+ years in team leadership or managerial roles.

Key Performance Indicators (KPIs)

  • Delivery predictability (on-time scope delivery, sprint goal attainment, throughput).
  • Service health (availability, latency, error budgets/SLO adherence).
  • Code quality (defect density, MTTR, escaped defects, test coverage).
  • Flow efficiency (cycle time/lead time, deployment frequency).
  • Platform efficiency (cost-to-serve, resource utilization).
  • People & culture (retention, engagement, growth plans achieved, hiring velocity).
  • Adoption of Agile/DevOps practices (automation coverage, DORA metrics).

Tools & Technologies (illustrative)

  • Languages: TypeScript/Node.js, Java, C#
  • Frameworks: Spring Boot, .NET, React/Next.js, NestJS
  • DevOps/CI/CD: Azure DevOps / GitHub Actions / GitLab CI, Docker, Kubernetes, Terraform
  • Quality & Observability: Jest/JUnit/xUnit, SonarQube, OWASP, Prometheus/Grafana, OpenTelemetry, ELK
  • Cloud: Azure/AWS/GCP

Collaboration: Jira/Azure Boards, Confluence/Notion, Miro

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Training Design of Training Development Project

Designing and aligning Learner-centric Pedagogies into each Training Development project – using an established templated framework, to meet the defined Learning Objectives.

Training Development work

  • Development of new Lesson Plans (LPs) and review of existing LPs to incorporate/align with the latest Lesson Objectives, Content, and Methods of Instruction (MOI) required to meet the desired Training Outcomes.
  • Development of new Lesson Materials (LMs) and review of existing LMs to align with revised LPs in terms of the Lesson Objectives, Content, and Methods of Instruction (MOI). New/reviewed LMs should be in digital/electronic form so that they can be loaded, archived, accessed, and transmitted on the Authority’s web-based Learning Management Systems (for online and classroom learning), and also be editable using software applications. LMs shall include (but not be limited to) the following
  • Instructional Resources and Aids
  • Reference Publications (excluding the Authority’s SOPs, Safety Guides, and/or as defined by the Authority)
  • Presentation Slides (with interactivity up to simple branching scenarios)
  • Formative Assessment Questions/Quizzes (using online/web-based applications or embedded into presentation slides).
  • Training Videos
  • Lesson Notes and Handouts
  • Instructor/Facilitator’s Guide
  • Assessment questions and scenarios/injects as well as assessment rubrics for Written & Oral Assessment Methods and Practical Assessment Methods and upkeep of the assessment question and scenario banks.

Project Management

  • Manage and ensure the effective delivery of Training Development services to the clients. These include coordinating and scheduling the Training Developers to fulfil the planned and ad-hoc training development services as required by the Authority. The detailed coordination arrangement or Standard Operating Procedures (SOP) governing the program management shall be developed by the Contractor and approved by the Authority for implementation.

Requirements

  • Diploma in Adult and Continuing Education (DACE) or equivalent
  • Qualifications or certificates in Training Development or Instructional Design from WDA, NIE or an accredited training institution such as the Institute of Higher Learning (IHL), or equivalent.
  • At least 2 years of education/training industry-related working experience.

Experience in the following areas:

  • Developing a Lesson Plan (or equivalent) and drafting the document.
  • Developing Training Materials such as slides and handouts and blended learning materials for eLearning.
  • Competency in instructional design with expertise in development. Experience in content development project management with experience in all phases of the instructional design process.
  • Knowledge of IT systems. Experience with authoring tools such as Dreamweaver, Flash, Adobe Creative Suite, Articulate, Lectora and web page creation skills using HTML, XML and other web technologies.
  • Relevant Diploma in Multimedia Design or any related higher qualification or equivalent will be a bonus.
  • Ex-RSN service personnel will be a bonus.
  • 5 day week
  • Working Location: Based in AMK area , need to travel to site often at Changi area
  • Strictly Born Singaporeans only
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Responsibilities

  • Develop and execute detailed test plans, test cases, and test scripts for application systems to validate functionality and performance
  • Conduct functional, regression, and performance testing to identify defects and ensure system reliability and quality
  • Analyze system requirements to design and implement appropriate test scenarios that align with project objectives
  • Document, report, and track defects, collaborating with development teams to resolve issues efficiently
  • Interact independently with software engineers to draft acceptance test procedures that guide user acceptance and system validation
  • Translate acceptance test procedures into clear, user-friendly manuals to support end-user understanding and system adoption

Preferred competencies and qualifications

  • Minimum Diploma or Degree in Engineering field
  • At least 2 years of experience performing software testing
  • Experience performing at least two types of testing (e.g., integration, system, security, interface) on client-server architecture using object-oriented design and programming
  • Experience in test strategy planning, test management, test environment setup, test case design, and test coverage evaluation
  • Strong communication skills to effectively collaborate with cross-functional teams
  • Analytical and problem-solving skills to diagnose and resolve software issues

Other Information

  • Work schedule: 5-day week
  • Location: AMK area
  • Singaporeans only
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