Head of Application IT Service Operations

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

Job summary

ST Logistics Pte Ltd in Singapore seeks a Head of Application IT Service Operations to drive end-to-end stability and performance of core applications in production, overseeing incident, problem and change management, and ensuring SLAs are met and risks are mitigated.

This senior leadership role partners with business stakeholders, vendor teams, and infrastructure, delivering reliable service experiences and guiding continuous improvement, automation, and software optimization.

Qualifications

• Experience leading application support and operations for large enterprise systems.
• Strong ITIL knowledge with a track record of 24x7 production support.
• Proven ability to manage vendor relationships and contractual SLAs.
• Experience with ITSM tooling (ServiceNow, Jira, Remedy) and observability tools.

Responsibilities

• Own availability, performance, and stability of enterprise applications.
• Define and manage ITSM processes (incident, problem, change, release, config).
• Lead internal staff and external partners in a high-performing team.
• Governance: ensure regulatory, data residency, security, and audits compliance.
• Drive automation initiatives to reduce MTTR and improve service quality.
• Engage with stakeholders and report performance to senior leadership.

Skills

Leadership

Vendor management

Stakeholder management

ITIL knowledge

Incident management

Problem management

Change management

24x7 on-call

Automation & MTTR

Budgeting & cost control

Education

Degree / Master in IT

Tools

ServiceNow

BMC Remedy

Jira Service Management

Dynatrace

Splunk

Datadog

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, and infrastructure 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 v4 certification 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