Head of Enterprise Application Service Operations

ST LOGISTICS PTE. LTD.; Singapore; On-site; SGD 180,000 - 260,000; Full time

Job summary

ST LOGISTICS PTE. LTD. seeks a Head of Application IT Service Operations to own end-to-end stability, performance and continuous improvement of production applications.

You will manage incident, problem and change lifecycles to ensure service levels are met, risks are controlled, and the application landscape reliably supports business objectives. In this senior leadership role you will bridge business stakeholders with application development, vendor teams and infrastructure operations to

Qualifications

• 12+ years of progressive IT experience with 5+ years in a leadership role
• Proven experience in production support for large-scale enterprise apps (ERP/CRM/CPM)
• Strong ITIL knowledge and ITSM tooling experience
• Experience managing outsourced/managed service provider relationships
• Experience with 24x7 support operations and major incident management
• Regulated/enterprise environment experience a plus

Responsibilities

• Own application availability, performance and stability across the enterprise portfolio
• Establish and manage ITSM processes aligned to ITIL best practices
• Define and report SLAs/OLAs/KPIs with vendors and internal teams
• Drive root-cause analysis and permanent incident resolutions
• Lead internal staff and outsourced partners, manage on-call/escalation model
• Governance, risk, and compliance for application operations
• Drive automation and self-service initiatives to reduce MTTR
• Budget management for licenses and tooling
• Serve as primary escalation point for business stakeholders
• Provide regular performance reporting to senior leadership
• Chair or contribute to CAB meetings

Skills

ITIL v4 knowledge

Leadership

Stakeholder management

Incident management

Automation & AIOps awareness

Education

Bachelor's/Master in IT or CS

ITIL v4 certification

Tools

ServiceNow

Jira Service Management

BMC Remedy

Dynatrace

Splunk

Datadog

Job description

ST LOGISTICS PTE. LTD. seeks a Head of Application IT Service Operations to own end-to-end stability, performance and continuous improvement of production applications.

You will manage incident, problem and change lifecycles to ensure service levels are met, risks are controlled, and the application landscape reliably supports business objectives. In this senior leadership role you will bridge business stakeholders with application development, vendor teams and infrastructure operations to