Information Technology - Manager IT Service Management (Service Resiliency...

Singapore Airlines; Singapore; On-site; SGD 100,000 - 130,000; Full time

Job summary

A leading company seeks a seasoned IT Service Manager to join its leadership team focusing on infrastructure resiliency and operational stability. The role involves managing complex incidents, improving processes, and leading a dynamic team in delivering exceptional IT service outcomes, ensuring high availability and customer satisfaction.

Qualifications

• 8-10 years of experience in IT Infrastructure Operations and IT Service Management.
• At least 3 years in a leadership role.
• Hands-on experience with network and cloud technologies.

Responsibilities

• Take ownership of critical incidents and conduct root cause analyses.
• Drive operational excellence by eliminating inefficiencies.
• Provide technical leadership and training to ITSM teams.

Skills

Agile methodologies

IT Service Management

Leadership

Operational excellence

Technical insight

Education

Degree in Information Technology

ITIL/SIAM certification

Business Continuity Management certification

Tools

ServiceNow Platform

Microsoft Teams

JIRA

Confluence

ScienceLogic

Job description

Job Description

The successful candidate will play an integral role within the IT Service Management Ops leadership team. With a strategic focus and experience in application infrastructure resiliency and operational stability, the candidate is expected to lead swift service recovery from complex incidents and manage disaster recovery to ensure high service availability and customer satisfaction in IT service delivery. This position is crucial in maintaining operational stability, including leading process reviews, transformations, and implementing new initiatives and tools.

Key Responsibilities:

1. Take ownership of critical incidents, facilitate resolution with involved parties, and conduct thorough root cause analyses and post-incident reviews to enhance system resilience.
2. Transform and drive operational excellence and system resilience by proactively preventing defects and eliminating inefficiencies.
3. Continuously review IT Service Management governance and processes, proposing improvements to maintain operational agility and stability.
4. Provide technical leadership and training to ITSM teams, including offshore resources, mentoring them in professional development.
5. Align ITSM ITIL practices with various IT teams to ensure operational readiness, manage changes and incidents for efficient service delivery and system resilience.
6. Develop technical talent and leadership through upskilling programs and continuous feedback.
7. Accountable for service delivery performance, meeting customer expectations, and driving future demand.

Requirements:

• Degree in Information Technology or related fields with ITIL/SIAM certification.
• 8-10 years of relevant experience in IT Infrastructure Operations and IT Service Management, including at least 3 years in a leadership role.
• Proven proficiency in Agile methodologies for operations management.
• Business Continuity Management (BCM) certification is preferred but not mandatory.
• Knowledge and hands-on experience with ServiceNow Platform; certifications in ITSM CAS, CAD, or CIS are a plus.
• Familiarity with network and cloud technologies (public, private), Linux, Wintel, VMware, and DevOps.
• Proficiency with collaboration tools like Microsoft Teams, SharePoint, JIRA, Confluence, and monitoring/orchestration platforms such as ScienceLogic, Splunk, and APM.
• Ability to provide strategic direction, lead teams, and influence management decisions with technical insight.
• Build and lead teams to maximize strengths, incorporate automation and AI solutions.
• Thrive in hybrid environments with insourced and outsourced operational delivery.
• Engage stakeholders to promote operational resilience and best practices, driving automation and AI integration.
• Manage multiple priorities effectively in a fast-paced environment.
• Navigate complex customer requests or initiatives with agility and problem-solving skills.
• Leadership in overseeing Operations, including Major Incidents, Command Centres, CAB Change Management, and Service Desk management.
• Be adaptive and responsive to dynamic environments.
• Proven experience managing IT service delivery, Command Centre, ServiceDesk operations, and infrastructure escalations.
• Excellent communication skills across organizational levels, with strong interpersonal skills, positivity, flexibility, and adaptability.