Total 4 job vacancies by Itconnectus Pte. Ltd.

Cloud Services Delivery Director – In this role, you will lead cloud operations team. This role will be instrumental in driving our cloud strategy, overseeing cloud migrations, and ensuring the ongoing operational excellence of our cloud environments. The ideal candidate possesses a strong understanding of AWS and Azure architectures, a deep commitment to security, and a proven track record of success in managing cloud operations at scale.

You Will:

Involved in IT Infrastructure design, Project Management assignments, Strategy formation assignments and Procurement advisory assignments for various clients.

Led and delivered multiple small to medium sized development and enhancement of projects

Performed project estimation, planning, monitoring and control for different stages of the project

Handled end to end service management, process development and project evaluation in line with business case.

Capturing Client’s Technology requirements, IT Project Management, IT Operations, Infrastructure Management, Datacenter Operation Management, Vendor Management, IT Procurement.

Lead the assessment of existing on-premises infrastructure and applications to determine cloud readiness and identify migration and evaluate the security posture of current environments. Ensure security risks are identified early and plan for appropriate mitigation during the cloud migration.

Develop and execute comprehensive cloud migration strategies, including roadmap, timelines, and resource allocation, for both AWS and Azure platforms.

Analyze cloud costs, implement cost optimization measures, and establish cost control mechanisms.

Ensure security best practices are integrated throughout the migration process, adhering to industry standards and compliance requirements. Implement security assessments for cloud readiness, focusing on identity and access management (IAM), encryption, and compliance with industry standards (e.g., GDPR, SOC 2). Collaborate with the security team to align security controls with the migration strategy.

Identify, assess, and address security risks associated with cloud migration, such as data breaches, unauthorized access, and data loss. Develop a security-focused contingency plan that includes encryption of sensitive data, multi-factor authentication (MFA), and proper network segmentation to ensure compliance and business continuity.

Establish and maintain highly available and scalable cloud environments, ensuring optimal performance and reliability.

Build, manage, and mentor a high-performing cloud operations team, fostering a culture of collaboration and continuous improvement.

Implement robust monitoring and alerting systems, leveraging automation tools to streamline operational tasks and improve efficiency.

Lead incident response efforts, ensuring timely resolution of issues and minimizing service disruptions.

Continuously analyze cloud performance, identify areas for improvement, and implement optimization strategies.

Maintain a secure cloud environment, implementing security controls, conducting regular audits, and staying abreast of security threats and vulnerabilities. Continuously ensure the maintenance of a secure cloud environment post-migration by implementing security controls, conducting regular audits, and staying abreast of emerging threats and vulnerabilities. Lead the effort to monitor and address security incidents, utilizing tools like AWS GuardDuty, Azure Security Center, and other cloud-native security solutions.

Work closely with development, security, and business stakeholders to ensure alignment between cloud operations and business objectives.

Implement regular security vulnerability assessments, penetration testing, and security patch management in cloud environments. Establish a security culture within the cloud operations team by ensuring ongoing training, awareness, and monitoring of emerging security threats (e.g., zero-day exploits, DDoS attacks).

Ensure that the cloud environment is disaster recovery-ready by enforcing security controls in backup processes, conducting regular security drills, and ensuring that sensitive data is encrypted and securely stored in cloud backups.

You Bring:

Bachelor Degree in Computer Science, Information Technology, or a related field

Minimum 10 years of experiences in IT operations, with at least 5 years in a cloud environment

Strong understanding of AWS and Azure cloud platforms, including architecture, services, DevOps and best practices

Relevant cloud certifications (e.g., AWS Certified Solutions Architect, Azure Solutions Architect Expert)

Proven experience in migrating applications and infrastructure to the cloud

Expertise in cloud security, including identity and access management, network security, and data protection

Experience with infrastructure-as-code tools (e.g., Terraform, CloudFormation) and automation tools (e.g., Ansible, Puppet, Chef)

Strong leadership and communication skills, with the ability to build and motivate teams

Excellent analytical and problem-solving skills

Candidates with experience containerization technologies (e.g., Docker, Kubernetes) and serverless computing would be an advantage

Job Description

Service Delivery Manager – Process Excellence & Continual Service Improvement

Role Overview

We are seeking an experienced Service Delivery Manager – Process Excellence & Continual Service Improvement to oversee end-to-end IT service delivery while driving structured process improvement and automation initiatives. This role combines service delivery ownership with a strong focus on process gap identification, ITIL-based service management, continual service improvement (CSI), and compliance with quality and service management standards.

The role operates across hybrid environments (on-premises, cloud, and data center) and works closely with operations, engineering, cloud, security, and leadership teams to ensure services are reliable, efficient, compliant, and continually improving.

Key Responsibilities

1. Service Delivery Management

Own end-to-end delivery of IT services across infrastructure and cloud environments.

Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments.

Lead incident, problem, change, and service request management in line with ITIL best practices.

Act as the primary escalation point for service delivery issues and client concerns.

Conduct regular service reviews, performance reporting, and stakeholder updates.

Oversee resource and capacity management to meet current and forecasted demand.

2. Process Gap Identification & Optimization

Identify process gaps, inefficiencies, and control weaknesses across IT service operations.

Perform root cause analysis (RCA) on recurring incidents and service failures.

Benchmark existing processes against ITIL, ISO 9001, and ISO/IEC 20000 standards.

Recommend and prioritize process improvement initiatives based on impact and risk.

3. Process Mapping & Documentation

Develop and maintain AS-IS and TO-BE process maps for IT service management processes.

Define process workflows, RACI models, controls, KPIs, and handover points.

Maintain SOPs, runbooks, work instructions, and governance documentation.

Ensure documentation supports audit readiness and operational consistency.

4. Continual Service Improvement (CSI)

Drive Continual Service Improvement (CSI) initiatives aligned with ITIL principles.

Apply Six Sigma / Lean (DMAIC) methodologies to improve efficiency, quality, and reliability.

Track improvement actions, benefits, realization, and measurable outcomes.

Embed a culture of continuous improvement across service delivery teams.

5. Automation & Service Enablement

Identify opportunities to automate manual or repetitive service delivery processes.

Work with ITSM tools, workflow platforms, and reporting solutions to enable automation.

Support creation of dashboards and metrics for service performance and process health.

Improve service efficiency through tooling optimization and data-driven insights.

6. Governance, Risk & Compliance

Ensure service delivery and processes comply with:

ISO 9001 (Quality Management Systems)

ISO/IEC 20000 (IT Service Management)

Support internal audits, external audits, and compliance assessments.

Identify service risks and implement mitigation and control measures.

Collaborate with security teams to ensure alignment with cybersecurity and regulatory requirements.

Have knowledge of Government IM8 Security standard and policy practice

7. Stakeholder & Client Management

Act as the single point of contact for clients and internal stakeholders on service matters.

Translate technical and operational issues into business-focused insights.

Partner with leadership to align service delivery and improvement initiatives with business objectives.

Required Skills & Experience

Experience

8+ years in IT service delivery, service management, or operations roles.

Proven experience managing services in hybrid infrastructure environments (cloud, on-prem, data center).

Demonstrated experience in process improvement, CSI, and ITIL implementation.

ITSM, Quality & Improvement Knowledge

Strong practical knowledge of ITIL practices:

Incident, Problem, Change

Service Request

Continual Service Improvement

Working knowledge of Six Sigma / Lean methodologies (DMAIC).

Experience aligning IT processes with ISO 9001 and ISO/IEC 20000 standards.

Technical & Tooling Knowledge

Good understanding of cloud and infrastructure environments (AWS, Azure, VMware, Hyper-V, etc.).

Familiarity with ITSM tools, automation workflows, and monitoring/reporting dashboards.

Ability to translate service and process requirements into tooling and automation use cases.

Certifications

Mandatory

ITIL Foundation Certification

Preferred / Good to Have

ITIL Intermediate / Managing Professional

Six Sigma Yellow or Green Belt

ISO 9001 Internal Auditor / Practitioner

ISO/IEC 20000 Foundation or Practitioner

Key Competencies

Service Delivery Excellence

Process Analysis & Optimization

Continual Service Improvement (CSI)

Quality, Governance & Compliance

Automation & Operational Efficiency

Stakeholder & Client Management

You will be part of a globally distributed team of Support Analysts providing follow-the-sun coverage across AMR, EMEIA, and APAC regions. In this role, you will:

Deliver Cross-Platform Subject Matter Expertise: Develop and maintain deep working knowledge across two reporting platforms — Horizon (Total/B2C Consumer Markets) and Business & Education 360 (B2B) — including data definitions, business logic, pipeline behavior, and differences in reporting structures between Consumer and Institutional Sales.

Operate a Tiered Support Model: Function as Tier 1 support for requests that cannot be resolved through automation — including missing or incorrect data investigations, cross-report discrepancies, metric interpretation, and platform logic clarification. Function as Tier 2 oversight for automated workflows (Slack forms, Accord bot, HCL), intervening when automation fails, requests are incomplete, or unusual patterns require manual review.

Manage the Slack Support Workflow: Monitor and triage incoming Slack support requests across five categories — Access Requests, Report Data Inaccuracy, Report Other Problems, Enhancement Requests, and general questions — ensuring accurate categorization, timely response, and clear user communication including request status and resolution ETA.

Conduct Data Investigation & Reconciliation: Investigate and resolve complex data questions, including reconciling metric discrepancies between Horizon and B&E 360, validating report accuracy, diagnosing unexpected reporting behavior, and identifying data pipeline or logic issues. Determine whether an issue reflects user misunderstanding, expected platform behavior, data latency, or a true defect requiring escalation.

Guide Users on Data Interpretation: Provide clear, accurate explanations of metric definitions, data availability, reporting limitations, and platform-specific logic to ensure users correctly interpret data across both B2C and B2B ecosystems.

Ensure Operational Continuity & Escalation: Collaborate with the Platform Operations Lead, Data Engineering (GBI), and Reporting Product Owners to escalate platform defects, broken data pipelines, and systemic reporting issues. Support executive-level inquiries requiring deeper analysis.

Minimum Qualifications

Experience in Sales or Channel Performance reporting and related metrics and KPIs, ideally within a technology company.

Demonstrated ability to support business-critical Business Intelligence platforms in an operational capacity.

Experience querying data sources to investigate, validate, and explain data to business users.

Experience working with BI platforms and tools such as Tableau, ThoughtSpot, Business Objects, or equivalent.

Ability to manage concurrent support requests across multiple platforms and time zones with consistent quality and responsiveness.

Strong written and verbal communication skills, with the ability to translate technical findings into clear business language.

Bachelor's degree or equivalent experience required.

Preferred Qualifications

Familiarity with B2B and B2C sales reporting structures, including Institutional Sales, Consumer Channel metrics, and related data definitions such as ICDF.

Experience operating within automated support workflows (e.g., Slack-based intake, chatbots, or ticketing systems) and managing exception handling when automation is insufficient.

Ability to work effectively in a globally distributed team model with regional handoff requirements and follow-the-sun coverage expectations.

Knowledge of data pipeline concepts sufficient to distinguish between data latency, logic errors, and platform defects during investigation.

Experience collaborating with engineering and product teams to escalate, document, and track resolution of platform issues.

• Excellent communication skills

• Interpersonal skills, active listening

• 1 year previous Service desk or equivalent experience

• Attend to Phone, Email and any other online queries where applicable

• Excellent organisational skills

• Managing incidents including business expectations and communication

• Strong knowledge of Microsoft based operating systems, MS Outlook and MS Office

• ITIL Knowledge will be a plus

• Comply to process and procedures

• Administrative tasks

Must have Talent / Skills

• Minimum a diploma in Information Technology or equivalent

• Minimum 1 year of relevant working and technical IT experience

• Pleasant disposition and good social etiquette with good spoken and written English

• Good telephony and problem solving / troubleshooting skills

• Good customer service attitude

• Process Driven

• Able to liaise with Customer for daily operations