Service Delivery Manager

We are seeking a Service Delivery Manager to lead and oversee a system and solution maintenance project. The role is focused on managing 24/7 maintenance operations (without personal standby requirement), ensuring smooth service delivery, SLA compliance, and effective technical solutioning across a Java Spring Boot technology stack.

Key Responsibilities:

• Manage and oversee the system and solution maintenance project, ensuring timely and high-quality service delivery

• Provide technical solutioning support within Java Spring Boot environments

• Ensure 24/7 maintenance operations are properly managed (no need for personal 24/7 standby)

• Evaluate, prioritize, and manage L2 and L3 support tickets, ensuring proper resolution or escalation

• Monitor and enforce SLA adherence, compliance standards, and deliverables

• Act as a liaison between support teams, enhancement teams, and business stakeholders for escalations and resolutions

• Maintain clear documentation, reporting, and governance for all service delivery activities

• Support agile delivery practices; Scrum Master experience is an advantage

• Drive continuous improvement initiatives in service delivery, ensuring operational efficiency and customer satisfaction

Requirements:

• Bachelor’s degree in IT, Computer Science, or related field

• 5+ years experience in service delivery, system maintenance, or IT operations

• Strong knowledge and hands-on understanding of Java Spring Boot stack

• Proven ability to support L2 and L3 operations and manage ticket lifecycle

• Strong understanding of SLA management, compliance, and service governance

• Excellent communication and interpersonal skills; bilingual in Mandarin and English is required

• Strong problem-solving and escalation management skills

• Experience in project-based system/solution maintenance delivery

• Scrum Master certification or agile delivery knowledge is a plus