Manager, IT Service Management

Our diverse workforce of 13,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

As a Manager, IT Service Management, you will report to the Senior Manager, IT Infrastructure and drive ITSM processes to ensure efficient service delivery, minimize disruptions, and align IT with business goals. Your role will focus on incident and problem management, change control, service level agreements, and ITSM tool administration, with an emphasis on continuous improvement and automation.

What will you do?

• Develop, document, and implement ITSM processes and procedures, ensuring alignment with industry best practices, such as ITIL (Information Technology Infrastructure Library).

• Lead and oversee incident and problem resolution processes, driving timely resolution and root cause analysis to prevent recurrence.

• Manage the change control process, assessing the impact of changes on IT services, and ensuring minimal disruption to operations.

• Maintain and enhance the service catalogue, ensuring that IT services are clearly defined and aligned with business needs.

• Define, negotiate, and manage Service Level Agreements (SLAs) to meet and exceed service expectations.

• Oversee IT asset and configuration management, maintaining accurate records of hardware, software, and configurations.

• Identify areas for improvement within ITSM processes and drive initiatives to enhance efficiency, quality, and customer satisfaction.

• Develop and deliver training programs for IT staff and end-users regarding ITSM processes and tools. Maintain comprehensive documentation of processes and procedures.

• Administer and optimize ITSM tools (ManageEngine Service Desk Plus, Service Now, Logic Monitor)) and systems, ensuring they meet organizational needs and support process automation.

• Generate and analyse ITSM performance metrics and key performance indicators (KPIs) to identify trends and areas requiring attention.

• Ensure ITSM processes are compliant with relevant regulations and standards. Prepare for and participate in internal and external audits as needed.

The ideal candidate should possess:

• Minimum 5 years’ experience in IT service management, with a focus on process design and improvement.
• Must have technical knowledge of ITSM tools (ManageEngine ServiceDesk Plus, ServiceNow). Certification of ManageEngine ServiceDesk Plus will be preferred.
• Experience in Logic Monitor will be a plus.
• Strong background in incident, problem, change management, Service Level Management and Asset and Configuration Management.
• Excellent analytical and problem-solving skills.
• Effective communication and interpersonal abilities.
• Detail-oriented with a commitment to accuracy.
• Ability to work collaboratively in a cross-functional team environment.
• Demonstrated project management skills.
• The ITSM Specialist role is essential in maintaining the reliability and efficiency.
• Bachelor's degree in an Computer Science or IT; Must have certification in ITIL or ITSM.