Service Delivery Manager (Govt Project)

We are seeking an experienced Service Delivery Manager to support the Immigration & Checkpoints Authority (ICA) Application and Technology Facilities Management (ATFM) operations. This role serves as the primary coordinator for operational support activities, ensuring seamless service delivery and maintaining strong relationships with our client and partners.

Key Responsibilities

Service Delivery & Operations Management

• Serve as the primary focal point for all ICA ATFM operational support activities, queries and issues
• Monitor service performance and ensure incidents, service requests and queries are addressed within agreed Service Level Agreements (SLAs)
• Support health checks, application monitoring and Business As Usual (BAU) service activities
• Track and follow up on incident investigations, root cause analysis (RCA) and closure
• Escal...