App Service Operations Leader - Enterprise Reliability

ST Logistics; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

ST Logistics in Singapore seeks a visionary Head of Application IT Service Operations to own the end-to-end stability and performance of production applications. This senior leader will manage incidents, changes, and vendor relationships, ensuring SLAs are met and risks are proactively managed.

You will bridge business stakeholders, development/vendor teams, and infrastructure operations to deliver reliable, high-quality service across ERP, CRM, and FP&A platforms while driving continuous

Qualifications

• 12+ years of IT experience with 5+ years in a leadership role managing application support/service operations
• Proven experience managing production support for large-scale enterprise applications (ERP like SAP, CRM, CPM)
• Strong knowledge of ITIL v4 (certification preferred)
• Experience managing outsourced/ MSP relationships and contracts
• Experience with ITSM tooling (ServiceNow, BMC Remedy, Jira Service Management)
• Track record of 24x7 support operations and major incident management
• Experience in regulated enterprise environments with data residency/compliance is a plus
• Leadership and people management skills with ability to scale teams
• Strong communication, able to translate technical issues for business audiences
• Vendor and contract management expertise
• Cloud-hosted and hybrid environments experience preferred
• Familiarity with AIOps/observability tools is advantageous
• Able to commute daily to work location

Responsibilities

• Own application availability, performance, and stability across enterprise portfolio
• Establish and manage ITSM processes aligned to ITIL best practices
• Define, track, and report SLAs/OLAs/KPIs with vendors and internal teams
• Drive root-cause analysis and permanent resolution for incidents
• Build and lead a high-performing application support organization
• Manage relationships with vendors and system integrators, including contracts
• Establish on-call/escalation model for 24x7 support
• Ensure regulatory, data residency, security, and audit compliance
• Oversee DR and business continuity plans for in-scope apps
• Monitor trends in AIOps, observability, and service management tooling
• Manage application operations budget and tooling costs
• Act as primary escalation point for stakeholders and report performance

Skills

Leadership

Stakeholder management

ITIL

Vendor management

Incident management

Strategic thinking

Communication

Budget management

Education

Degree / Master in IT / CS

Tools

ServiceNow

Jira Service Management

BMC Remedy

Job description

ST Logistics in Singapore seeks a visionary Head of Application IT Service Operations to own the end-to-end stability and performance of production applications. This senior leader will manage incidents, changes, and vendor relationships, ensuring SLAs are met and risks are proactively managed.

You will bridge business stakeholders, development/vendor teams, and infrastructure operations to deliver reliable, high-quality service across ERP, CRM, and FP&A platforms while driving continuous