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

ALLEN OVERY SHEARMAN STERLING LLP; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A prestigious law firm in Singapore is seeking a Senior IT Service Manager to lead IT services for the APAC region. The candidate will bridge IT and business, ensuring exceptional service delivery and coordinating IT support. Responsibilities include managing SLAs, gathering stakeholder feedback, and producing performance reports. Ideal candidates will have over ten years of experience in IT service management, familiarity with ITIL frameworks, and strong communication skills.

Qualifications

• Minimum ten years’ experience in IT service management or a similar role.
• Strong understanding of ITIL frameworks and service management processes.
• Familiarity with service management tools.

Responsibilities

• Act as a main contact for IT service-related issues.
• Define, monitor and manage IT support service level agreements.
• Produce regular BMC Helix reports for service improvements.

Skills

Customer-focused mindset

Strong relationship management

Influencing & persuasion skills

Excellent communication

Analytical skills

Tools

BMC Helix

ServiceNow

Monday.com

Job description

A prestigious law firm in Singapore is seeking a Senior IT Service Manager to lead IT services for the APAC region. The candidate will bridge IT and business, ensuring exceptional service delivery and coordinating IT support. Responsibilities include managing SLAs, gathering stakeholder feedback, and producing performance reports. Ideal candidates will have over ten years of experience in IT service management, familiarity with ITIL frameworks, and strong communication skills.