[50000426-A8] Senior Assistant Director, Application/ICT Infrastructure - Infrastructure Engineer

A*STAR - Agency for Science, Technology and Research; Singapore; On-site; SGD 140,000 - 200,000; Full time

Job summary

A*STAR - Agency for Science, Technology and Research is seeking an EUC Service Owner to oversee End-User Computing services across the Agency, driving a secure, AI-enabled digital workplace and ensuring performance, governance, and cost efficiency.

The role focuses on transforming service delivery through automation, ensuring regulatory compliance, and leading cross-functional teams to improve user experience and operational excellence within a public sector environment.

Qualifications

• Strong ITSM/ITIL knowledge and practice.
• Experience with ServiceNow or similar ITSM tools.
• Experience managing outsourced vendors in a large org/public sector.
• Experience driving digital workplace transformation and AI-enabled service management.
• Ability to analyse service performance and produce dashboards.

Responsibilities

• Lead and continuously improve Service Desk and Deskside operations.
• Develop EUC strategies aligned with digital workplace goals.
• Oversee incident, request, problem, and major incident management.
• Transform support using AI, chatbots, self-service, and automation.
• Govern outsourced vendors and ensure delivery against FAR and contracts.
• Oversee end-user devices and lifecycle, licensing and asset records.
• Provide analytics, dashboards and reporting on service health.
• Ensure compliance with cybersecurity and regulatory requirements.

Skills

ITSM/ITIL

ServiceNow

Vendors/Stakeholders

AI-enabled support

Analytics & reporting

Tools

Microsoft Intune

Endpoint management

SCCM

Microsoft 365

Azure Virtual Desktop

Job description

Position Summary

Responsible for overseeing and managing End-User Computing (EUC) services across the Agency for Science, Technology and Research (A*STAR), ensuring a secure, seamless, and user-centric digital workplace experience.

The role drives the EUC transformation agenda towards an AI-enabled, automated, and data-driven service model, with accountability for service performance, operational efficiency, cost effectiveness, and continuous improvement.

As the EUC Service Owner, the incumbent provides governance and oversight of outsourced service providers through structured assurance frameworks, including Fee at Risk (FAR), to ensure service quality, compliance, and clear performance accountability within a regulated public sector environment.

Job Responsibilities

Service Leadership & Strategy

• Lead and continuously improve Service Desk and Deskside Support services.
• Develop EUC strategies aligned with A*STAR’s digital workplace, user experience and IT transformation goals.
• Serve as EUC Service Owner, accountable for performance, governance, assurance and stakeholder satisfaction.
• Champion user-centric service quality and operational excellence.

Service Operations

• Oversee incident, request, problem and major incident management across Service Desk and Deskside Support.
• Ensure SLAs, KPIs and user experience targets are achieved, with corrective actions where required.
• Establish effective operational standards, processes and procedures.

AI, Automation & Transformation

• Transform support through AI, virtual agents, chatbots, knowledge management and self-service.
• Automate incident, request, onboarding, offboarding, software deployment and endpoint lifecycle processes.
• Reduce manual effort and improve user experience and operational efficiency through modern workplace technologies.

Vendor & Service Governance

• Manage outsourced support vendors and ensure accountable service delivery.
• Govern Fee at Risk (FAR), vendor performance, risks, compliance and contractual commitments.
• Lead service reviews and drive continuous improvement and transformation outcomes.

Endpoint & Asset Lifecycle

• Oversee end-user devices, peripherals, software and workplace technology lifecycles.
• Ensure accurate asset records, inventory controls and regulatory and financial compliance.
• Drive technology refresh, optimise asset utilisation and software licensing, and maintain a modern, secure workplace.

Service Analytics & Improvement

• Use analytics, AI insights and telemetry to identify trends, anticipate issues and improve user satisfaction.
• Drive data-informed service optimisation using ITIL, Lean and service management practices.
• Provide dashboards and reporting on service outcomes and operational health.

Security, Risk & Compliance

• Ensure EUC services comply with organisational, cybersecurity, audit and regulatory requirements.
• Embed governance, risk and compliance controls into service delivery.
• Support security incidents, endpoint compliance and remediation with cybersecurity and infrastructure teams.

Financial & Resource Management

• Manage budgets for support services, endpoint technologies, licensing and contracts.
• Optimise costs while maintaining service quality and user satisfaction.
• Support procurement, contract renewals, resource planning and EUC business cases.

Stakeholder Management

• Engage business units, research institutes and corporate stakeholders on service needs and priorities.
• Act as the escalation point for EUC service matters.
• Communicate performance, risks and transformation plans to management.
• Collaborate across infrastructure, applications, security and workplace technology teams.

Requirements

Education & Experience

• At least 8 years of experience in End-User Computing, EUC Operations, Service Delivery, IT Support Services, or Workplace Technology.
• Minimum 3 years of experience leading Service Desk, Deskside Support, or End-User Support teams.
• Experience managing outsourced vendors and service providers in a large enterprise or public sector environment.
• Experience driving digital workplace transformation, service automation, and AI-enabled service management initiatives.

Technical & Professional Skills

• Strong understanding of IT Service Management (ITSM) and ITIL practices.
• Experience with ServiceNow or equivalent ITSM platforms.
• Knowledge of endpoint management technologies such as Microsoft Intune, Microsoft Endpoint Configuration Manager (SCCM), Microsoft 365, and Azure Virtual Desktop.
• Familiarity with AI-powered service desk solutions, knowledge management, self-service platforms, and automation technologies.
• Strong analytical, reporting, and service performance management capabilities.
• Understanding of IT governance, risk management, cybersecurity, and compliance requirements.

Leadership Competencies

• Strong leadership and people management skills.
• Ability to influence stakeholders and drive organisational change.
• Strategic thinker with a strong focus on customer experience and business outcomes.
• Excellent communication, vendor management, and stakeholder engagement skills.
• Proven ability to lead transformation initiatives and foster a culture of innovation and continuous improvement.