Senior IT Delivery Manager (AI/Automation) - #1611

Scope • Actively manage and interact with customers to assist on product services, queries, and relationship building. • Monitor progress and obtain updates on incident resolution, providing timely updates to tenants. • Conduct regular reviews on incident resolution rates and service request fulfilment turnaround, identifying opportunities for continuous service improvements. • Communicate advisories requested by product teams and issue timely maintenance notifications. • Build standard templates, knowledge bases, and AI‑enabled chat/response tools to enable staff to respond to enquiries efficiently and effectively. • Collate feedback and statistics across different channels, applying analytics and automation to advise product design/engineering on improvements and new features for roadmap planning. • Participate in process development, monitor outcomes, and provide feedback to ensure processes are fit for purpose, especially from the customer’s perspective. • Review customer service requests, ensure quality of delivery, and prioritize deliverables. • Perform overall management of managed services: service delivery and operational deliverables (IT infrastructure and software applications). • Manage day‑to‑day production activities, ensuring business operations run smoothly and effectively. • Implement ITIL service management and security measurement to meet SLA requirements. • Govern adherence to incident management and change management processes. • Monitor, control, and support service delivery, ensuring systems, methodologies, and procedures are in place and followed. • Handle vendor management, ensuring deliverables meet standards and timelines. • Perform regular operational reviews, leveraging automation and AI‑driven monitoring tools to identify and implement service improvements. • Explore and deploy AI/automation solutions (e.g., workflow automation, predictive analytics, intelligent monitoring) to enhance efficiency, reduce manual intervention, and improve customer experience. • Perform other miscellaneous duties as directed by management. Requirements • Degree or Diploma in Computer Science, Computer or Electronics Engineering, Information Technology, or related disciplines. • Minimum 5 years working experience as an application lead. • Self‑driven and able to work in a team and independently to deliver results. • Strong understanding and aptitude in service management. • Working experiences or understanding of the following will be an added advantage: • Scrum/Kanban • ITIL best practices • AWS/Azure/Google Cloud services • Atlassian suite of products • AI/automation tools for IT service management (e.g., RPA, AI chatbots, predictive monitoring, workflow automation). • Experience in managing multiple vendors; excellent stakeholder engagement and communication skills. • Excellent organisational and time management skills. • Ability to adapt to new technologies, including AI‑driven platforms and automation frameworks. • Proactive in communicating problems and needs. • Empathetic, analytical, and possessing outstanding communication/interpersonal skills. • Prior experience with Atlassian products, Jira, Scrum, and Kanban will be a good advantage.