Head of Application IT Service Operations

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

Summary
The Head of Application IT Service Operations is responsible for the end-to-end stability, performance, and continuous improvement of the organization's business-critical applications in production. This role owns the operational lifecycle of applications post-go-live — incident, problem, and change management — ensuring service levels are met, risks are proactively managed, and the application landscape supports business objectives reliably and efficiently.

This is a senior leadership role that bridges business stakeholders, application development/vendor teams, andin frastructure operations to deliver a seamless, high-quality service experience.

Responsibilities

Service Operations & Delivery

• Own overall accountability for application availability, performance, and stability across the enterprise application portfolio (ERP, CRM, FP&A/CPM, and other line-of-business systems)
• Establish and manage IT Service Management (ITSM)processes: incident, problem, change, release, and configuration management ,aligned to ITIL best practices
• Define, track, and report on SLAs/OLAs/KPIs with application vendors, managed service providers, and internal teams
• Drive root-cause analysis and permanent resolution for recurring or high-severity incidents

Team & Vendor Leadership

• Build, lead, and develop a high-performing application support organization (internal staff and outsourced/managed service partners)
• Manage relationships with internal and external application vendors and system integrators, including contract performance, escalations, and roadmap alignment
• Establish an effective on-call/escalation model for24x7 critical application support where required

Governance, Risk & Compliance

• Ensure application operations comply with relevant regulatory, data residency, security, and audit requirements
• Own disaster recovery and business continuity planning for in-scope applications, including regular DR testing
• Maintain application support documentation, run books, and knowledge management standards

Continuous Improvement & Strategy

• Drive automation and self-service initiatives to reduce manual effort and improve mean-time-to-resolution (MTTR)
• Partner with Application Development/Delivery teams to ensure smooth transition of new releases and projects into steady-state operations (hypercare-to-BAU handover)
• Monitor emerging trends in AIOps, observability, and service management tooling, recommending adoption where it improves service quality
• Manage the application operations budget, including licensing, support contracts, and tooling costs

Stakeholder Management

• Act as the primary escalation point for business stakeholders on application service issues
• Provide regular service performance reporting to senior leadership (steering committees, IT leadership team)
• Chair or contribute to Change Advisory Board (CAB)meetings

Requirement

• Degree / Master in Information Technology, Computer Science, or related field;
• 12+ years of progressive IT experience, with 5+ years in a leadership role managing application support/service operations teams
• Proven experience managing production support for large-scale enterprise applications (e.g., ERP such as SAP, CRM, financial planning/CPM platforms, or similar)
• Strong knowledge of ITIL framework (ITIL v4certification preferred)
• Demonstrated experience managing outsourced/managed service provider relationships and contracts
• Experience with ITSM tooling (ServiceNow, BMC Remedy, Jira Service Management, or similar)
• Track record of managing 24x7 support operations and major incident management
• Experience operating in a regulated or enterprise environment with data residency/compliance requirements is a plus
• Strong leadership and people management skills, with experience building and scaling teams
• Excellent stakeholder management and communication skills, able to translate technical issues for business and executive audiences
• Vendor and contract management expertise
• Certifications: ITIL v4, PMP, or Six Sigma is a plus
• Experience with cloud-hosted and hybrid application environments is preferred
• Familiarity with AIOps/observability tools (Dynatrace, Splunk, Datadog, etc.) is an added advantage
• Experience in [industry-specific — e.g., financial services, manufacturing, retail] is advantageous
• Able to commute for work daily.

- Work Location: 60 Pioneer Road, Tuas

- Work Days & Time : Monday to Friday, 8am - 5.30pm

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