Agency Operation Lead

ITCAN PTE. LIMITED; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading IT services provider in Singapore is looking for an IT Operations Manager with over 6 years of experience in EUCD management. The role involves acting as a focal point for support queries, ensuring service level agreements are met, and leading a team to deliver quality support. This position requires strong communication skills and a degree in Information Systems or Computer Science.

Qualifications

• 6+ years experience in IT operations management, particularly in EUCD management.
• Strong knowledge in process improvement methodologies and tools.
• Self-motivated with a positive attitude and strong persuasive techniques.

Responsibilities

• Act as a focal point for all support related queries and issues.
• Ensure SLAs and KPIs are aligned with customer expectations.
• Identify opportunities for service improvement.

Skills

IT operations management

Process improvement methodologies

Software Development Lifecycle (SDLC)

Communication skills

Interpersonal skills

Education

Degree in Information Systems or Computer Science

Job description

Responsibilities

• Act as a focal point for all support related queries and issues
• Review transition plans, enhancement milestones and deliverables in consultation with support teams and customer
• Review with support team to ensure that all support tasks and deliverables meet quality and service levels
• Ensure that regular reviews of the services provided (Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)) are conducted to maintain alignment between the services and the expectations of the customer
• Notify/escalate any ‘out of scope’ variations to services to Program Director / Service Delivery Director (SDD)
• Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director (SDD)
• Review and approve service request/enhancement effort, schedules and risk plans
• Review and raise resource requirement
• Responsible for resource forecasting and planning
• Review, monitor and report project health status

Customer / Vendor Management

• Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations
• Ensure that effective communication on the services delivered is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes

Business Development

• Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity
• Be involved in pre-sale activities

Team Management

• Delegate tasks effectively by providing clear and specific instructions and goals
• Plan, track and monitor the tasks assigned to the team leader/ members
• Participate in leadership activities and providing performance feedback and developmental coaching
• Monitor and improve team performance, providing leadership, coaching, and performance management

Requirements

• Typically 6 years IT operations management experience especially in the area of EUCD management and support
• Strong knowledge in process improvement methodologies and tools
• Understanding of Software Development Lifecycle (SDLC)
>Degree in Information Systems, Computer Science or equivalent
• Self-motivated with a positive “can-do” attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques.
• Able to lead, develop and maintain respectful and trusting relationshipPreferably manage a user base on 1500 users