APAC IT Service Lead - Customer-Focused, SLA-Driven

ALLEN OVERY SHEARMAN STERLING LLP; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A leading legal services firm in Singapore is seeking a Senior IT Service Manager to enhance IT services. This role involves acting as the key interface between the regional business and IT, ensuring exceptional service delivery, managing IT support SLAs, and collaborating with stakeholders. Candidates should have over 10 years of experience in IT service management, ideally in the legal sector, and strong skills in ITIL frameworks, service management tools, and customer relations. This role provides an opportunity to lead IT service improvements across APAC.

Qualifications

• Minimum ten years’ experience in IT service management or a similar role, preferably in the legal sector.
• Strong understanding of ITIL frameworks, service management processes and best practices.
• Familiarity with service management tools.

Responsibilities

• Act as an entry point into IT for business.
• Serve as the main contact for IT service-related issues.
• Meet regularly with key business stakeholders to gather feedback.
• Define, monitor, and manage IT support service level agreements.
• Set up and monitor service performance.

Skills

IT service management

Customer-focused mindset

Strong relationship management

Excellent communication skills

Analytical skills

Tools

BMC Helix

ServiceNow

Monday.com

Job description

A leading legal services firm in Singapore is seeking a Senior IT Service Manager to enhance IT services. This role involves acting as the key interface between the regional business and IT, ensuring exceptional service delivery, managing IT support SLAs, and collaborating with stakeholders. Candidates should have over 10 years of experience in IT service management, ideally in the legal sector, and strong skills in ITIL frameworks, service management tools, and customer relations. This role provides an opportunity to lead IT service improvements across APAC.