Functional IT Support Manager - ERP/CRM

T-Systems Asia; Singapore; On-site; SGD 90,000 - 180,000; Full time

Job summary

T-Systems Asia is seeking an experienced IT Support Manager (Functional) to own end-to-end support operations, coordinating internal teams, offshore resources, partners and customers to ensure incidents and service requests are resolved efficiently.

The role emphasizes supporting large-scale ERP and CRM applications, requiring strong IT service management expertise, deep understanding of business processes, and a proactive approach to delivering high-quality services, meeting SLAs and driving

Qualifications

• 5+ years in IT application support or service delivery.
• Experience with large ERP/CRM platforms (SAP, Salesforce, Oracle) is preferred.
• Strong ITIL knowledge and end-to-end incident management.
• Ability to translate technical issues into practical solutions for customers.

Responsibilities

• Own and manage end-to-end IT/OT support services across Service Desk, Workspace, Infrastructure, Network, IPTV, Digital Signage and Applications.
• Drive ITIL processes including Incident, Problem, Event and Asset Management.
• Coordinate internal teams, onshore and offshore resources, and external partners to ensure tickets and service requests are resolved within agreed SLAs.
• Act as a key escalation point, troubleshooting issues and ensuring clear communication with customers throughout the resolution process.
• Lead service transition and onboarding activities for new services into managed operations.
• Manage hardware and software assets, including licenses, certificates, renewals and technology refreshes.
• Work closely with Operations and Account Leadership to deliver effective support models in line with contractual commitments.
• Monitor service performance and prepare regular reports and presentations for customers.
• Drive continuous service improvement and identify opportunities to enhance customer experience.

Skills

ITIL processes

End-to-end ticket management

Stakeholder management

Customer-facing skills

ERP/CRM platforms (SAP, Salesforce, OR

ServiceNow

ManageEngine

Asset management

IT service delivery

Tools

ServiceNow

ManageEngine

Job description

T-Systems Asia is seeking an experienced IT Support Manager (Functional) to own end-to-end support operations, coordinating internal teams, offshore resources, partners and customers to ensure incidents and service requests are resolved efficiently.

The role emphasizes supporting large-scale ERP and CRM applications, requiring strong IT service management expertise, deep understanding of business processes, and a proactive approach to delivering high-quality services, meeting SLAs and driving