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

Singapore Airlines; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

A leading company in aviation seeks to fill a critical role in IT Infrastructure Operations. The ideal candidate will possess extensive experience in service management and leadership, driving operational resilience and excellence in a dynamic environment. This role demands proficiency with Agile methodologies and collaboration tools, along with a strong track record in managing command centers and promoting best practices across teams.

Qualifications

• 8-10 years in IT Infrastructure Operations and IT Service Management, with 3+ years in leadership.
• Proven proficiency with Agile methodologies and ServiceNow.
• Knowledge of network/cloud technologies and adaptability in dynamic environments.

Responsibilities

• Provide strategic direction and leadership to the service management team.
• Manage IT service delivery Command Centre and Service Desk operations.
• Engage stakeholders and drive best practices while incorporating automation and AI.

Skills

Agile methodologies

Collaboration tools (Microsoft Teams, Sharepoint, JIRA, Confluence)

Problem-solving

Leadership

IT Service Management

Operational resilience

Education

Degree in Information Technology or related fields

ITIL Certification

Service Integration and Management (SIAM) Certification

Business Continuity Management (BCM) Certification

Tools

ServiceNow Platform

ScienceLogic

Splunk

APM

Job description

• Possess a degree in Information Technology or related fields with Infrastructure Library (ITIL)/Service Integration and Management (SIAM) certification
• At least 8-10 yrs of relevant experience in IT Infrastructure Operations and IT Service Management inclusive of at least 3 years in leadership role
• Proven proficiency in utilizing Agile methodologies for operations management.
• Certification in Business Continuity Management (BCM) is preferred but not mandatory
• Knowledge and hands-on experience with the ServiceNow Platform are preferred, with certifications in ITSM CAS, CAD, or CIS considered a bonus.
• Familiarity with network and cloud technologies (public, private), including Linux, Wintel, VMware, and DevOps.
• Proficiency in collaboration tools such as Microsoft Teams, Sharepoint, JIRA, and Confluence, and monitoring/orchestration platforms like ScienceLogic, Splunk, and APM.
• Ability to:
  • Provide strategic direction and leadership to the service management team and influence management decisions with technical insight.
  • Building and leading teams to maximize strengths and identify development areas, integrating automation and AI capabilities/solutions.
  • Thrive in independent and team-based, hybrid environments with a mix of insourced and outsourced operational delivery
  • Engage stakeholders as an advocate for operational resilience, excellence, and standards, driving best practices across work streams while incorporating automation and AI.
  • Balance and manage multiple priorities in a fast-paced, growing environment, ensuring effective balance and prioritization in a fast-paced, rapidly growing environment.
  • Navigate and escalate complex, multifaceted customer requests or initiatives, demonstrating agility and problem-solving skills
  • Demonstrate leadership in overseeing Operations (on-premise and Multi-Cloud), including Major Incidents, IT Operations Command Centres, CAB Change Management, and Service Desk management, coordinating hybrid teams for stability and service excellence.
• Adaptive and responsive to dynamic environments.
• A proven track record in managing IT service delivery Command Centre and ServiceDesk operations, and addressing infrastructure support escalations (e.g., network systems, storage).
• Excellent communication skills across organizational levels, including executive management, supported by strong interpersonal skills, a positive outlook, flexible and adaptable approach.