IT Service Delivery Analyst

About the role

The IT Service Delivery Analyst will manage daily shared‑services operations, ensuring service targets, SLAs and customer satisfaction are met across the organisation. You will act as the bridge between internal teams, external vendors and the service desk to keep IT services running smoothly.

Key responsibilities

• Oversee service desk activities including incident management, service requests, system changes and enhancements.
• Coordinate with internal stakeholders and external vendors for maintenance, issue resolution and IT operations.
• Monitor system performance, service availability and operational risks to maintain infrastructure stability.
• Support hardware and software asset lifecycle management, including maintenance planning and upgrades.
• Assist in managing IT operational expenses, resource utilisation and service‑related costs.
• Identify and implement process improvements to boost efficiency and service quality.
• Ensure compliance with IT policies, certifications, audits and governance requirements.
• Support Business Continuity Planning (BCP) and Disaster Recovery (DR) activities.
• Participate in IT projects, ensuring timelines and deliverables are achieved.
• Provide timely reporting, issue escalation and updates on service performance.
• Provide after‑hours and weekend support for critical incidents when required.

Required profile

• Degree or Diploma in IT or a related field.
• ITIL or PMP certification is advantageous.
• Minimum 3 years of experience in IT Service Delivery, Service Desk, IT Operations or Infrastructure Support.
• Proven stakeholder and vendor management experience.
• Project management and SLA management experience.

Required skills

• ServiceNow (or similar ITSM tool).
• ITIL framework knowledge.
• PMP project management methodology.

What we offer

• Competitive monthly salary ranging from SGD 3,000 to SGD 5,700.
• Permanent contract with opportunities for professional growth.
• Dynamic work environment in Singapore’s CBD.