Job Title

Service Delivery Assistant Manager (Platform)

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Flintex Consulting Pte Ltd

491 Active Positions

Job Description

Key Responsibilities

 Manage the application management services (AMS) provided by vendors to ensure smooth business-as-usual support

1) Ensure application changes, authorization request and bug fixes are applied by AMS vendors as per business requirements without disruption of service, in compliance with defined IT policies and procedures

2) Ensure AMS vendors adhere to defined SLAs and achieve excellent level of customer satisfaction

3) Project management for any new enhancement or change request

4) Monitor outstanding tickets closely to ensure timely closure

5) Work with cross-functional teams and vendors to analyze requirements, identify solutions, plan/lead enhancement and implement resolution

6)  Review closed tickets are closed with root cause analysis and preventive action

7)  Organize regular meetings with AMS manger to review SLA, customer feedback, ticket trending and aging and plan for next action steps

8)  Provide monthly update of AMS performance to IT management

9)  Point of escalation and accountability for urgent or critical tickets; Including non-working hours

10) Plan, manage, execute, review and support periodic tasks as follow:

  • server, database or software related upgrades and patch
  • annual QA Refresh
  • weekly audit log review
  • internal and external audit exercise
  • customer satisfaction and feedback survey

11)   Review and update application support framework and procedure

12)   Experience in supporting business to customer environment


  • Degree in IT or Computer Science with 5 years of relevant experience in Outsourced AMS management with hands on experience with web and mobile app development and support
  • Outstanding track record in AMS outsource management in an end-user environment, with roles including overseeing AMS service provider
  • Experience with DevOps practices and Agile Scrum framework
  • Extraordinary customer service and relationship management experience
  • Exceptional verbal and written communication skills
  • Knowledge about principles to provide customer satisfaction by meeting quality standards/SLA
  • Must be analytical, self-driven and proactive in keeping up with new technologies
  • Critical thinking skills & problem solving skills
  • Familiar with the following technologies will be an advantage: Azure, ASP .NET Application, C#, HTML5, CSS3, JavaScript, Jira Software, Microsoft Power BI, Microsoft Power App, Microsoft SharePoint, Microsoft Dynamic CRM, Mobile App
  • Good team player and able to work independently
  • Preferably ITIL/PMP/PRICE2 certified
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Tags: .NET, AMS Managerment, Azure, Mobile development, vendor management

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