Service Delivery Manager (Azure Cloud Services)

Department: Cloud Operations / Managed Infrastructure Services

Location: Singapore

Position Summary

We are seeking an experienced Service Delivery Manager (SDM) to lead and oversee the delivery of managed IT and cloud services for our high-profile public sector clients.

In this role, you will act as the primary operational link between government agencies, cloud engineering teams, and enterprise business stakeholders. You will drive operational excellence across Microsoft Azure cloud infrastructure, ensuring strict compliance with public sector governance frameworks (e.g., Government Commercial Cloud / GCC, IM8, ISO 27001), maintaining high SLA performance, and managing incident, problem, and change management workflows.

Key Responsibilities

• Service Delivery & Operational Governance

• Lead end-to-end IT service delivery, maintaining high customer satisfaction (CSAT) and ensuring strict compliance with SLAs, OLAs, and contractual KPIs.
• Act as the Incident, Problem, and Change Management owner (ITIL framework) for Azure cloud environments and managed IT infrastructure.
• Organize and conduct regular Quarterly Business Reviews (QBRs) and Monthly Operational Reviews (MORs) with agency leadership and government stakeholders.
• Monitor system health, resource utilization, and cost optimizations (FinOps) across Azure subscriptions and tenants.

• Public Sector & GCC Compliance Management

• Ensure operational compliance with Government Commercial Cloud (GCC) guidelines, Instruction Manual 8 (IM8) standards, and national cybersecurity standards.
• Partner closely with internal and client Cyber Security Teams to coordinate vulnerability assessments, penetration testing (VAPT), patch management, and audit remediation.
• Oversee access control governance, cloud landing zone compliance, and data residency policies within dedicated government tenants.

• Microsoft Azure Ecosystem Leadership

• Oversee technical operations across Azure IaaS, PaaS, and hybrid setups (including Azure Virtual Desktop, Azure App Services, Azure SQL, AKS, and Azure DevOps).
• Manage identity and governance tooling across Microsoft Entra ID (Azure AD), Azure Policy, Azure Key Vault, and Defender for Cloud.
• Collaborate with Cloud Architects and DevOps leads to ensure smooth service transitions, cloud migrations, and deployment pipelines.

• Incident & Crisis Management

• Act as the primary escalation point for critical (Severity 1 / Major) production incidents.
• Coordinate cross-functional incident response teams (Network, Cloud, Security, Vendors) during major outages, ensuring timely root cause analysis (RCA) and post-incident reviews.