IT Infrastructure Service Operations Manager

NTT SINGAPORE PTE. LTD.; Singapore; On-site; SGD 120,000 - 170,000; Full time

Job summary

NTT SINGAPORE PTE. LTD. seeks an IT Infrastructure Service Operations Manager to drive end-to-end operational excellence across network, cloud, server, storage, workplace, and service desk towers. You will lead multi-tower teams with ITIL governance and 24x7 coverage.

The role focuses on incident response, performance reviews, and continuous improvement through automation, analytics, and better runbooks. Strong leadership and client engagement are essential.

Qualifications

• Must align with ITIL processes and enterprise infrastructure operations.
• Experience across network, cloud, server, storage, UC/workplace technologies.
• Strong leadership with ability to mentor multiple towers and lead incident response.

Responsibilities

• Ensure end-to-end delivery of IT infrastructure services across towers.
• Maintain service levels, KPIs and contractual commitments with ITIL adherence.
• Monitor and drive proactive service delivery for clients across channels.
• Govern incident, problem, and change processes; ensure compliance and best practices.
• Conduct daily/weekly reviews, performance checks, and escalation management.
• Oversee 24x7 shift operations and smooth handovers.

Skills

ITIL processes

Network

Unix/Linux

Cloud

DataCenter

Automation

Monitoring tools

Leadership

Tools

Nutanix

VMware

SolarWinds

Elastic/Kibana

Job description

The IT Infrastructure Service Operations Manager is responsible for ensuring end-to-end operational excellence across all infrastructure services, driving service delivery to clients, managing operations teams, and enforcing ITIL-aligned processes. This role provides technical governance, leads major incident response, ensures compliance, and continuously improves operational efficiency through automation, analytics, and process maturity.

Key Responsibilities

A. Service Delivery Oversight

• Ensure end-to-end delivery of IT infrastructure services across network, cloud, server, storage, workplace/EUC, and service desk towers.
• Maintain service levels, KPIs, and contractual commitments with strong adherence to ITIL standards.
• Monitor and drive proactiveservice delivery for clients across all channels (human, digital, automated).
• Govern incident, problem, and change processes; ensure compliance and best practices.
• Conduct daily/weekly service reviews, operational performance checks, and escalation management.
• Oversee shift operations ensuring 24x7 coverage and smooth handovers between teams.

B. Technical Governance& Operations

• Act as a technical authorityfor all infrastructure domains, guiding SMEs and engineering teams.
• Review monitoring/alerting frameworks and drive proactive issue detection.
• Oversee patching, upgrades, capacity planning, and infrastructure health checks.
• Lead RCA for major incidents and establish preventive action plans.
• Govern risk assessments, change implementation quality, and rollback strategies.
• Ensure architecture documentation, runbooks, and SOPs are maintained and current.
• Support operational readiness and steady-state transitions after onboarding new services.

C. Client Engagement &Stakeholder Management

• Engage directly with clientsfor technical operations and routine service reviews.
• Present performance reports, incident summaries, SLA compliance, risks, and improvement actions.
• Maintain accurate client information repositories, operational manuals, and requirement documentation.
• Coordinate with client delivery teams to drive proactive incident management and service improvements.

D. People & Vendor Management

• Lead, mentor, and coach L1–L3engineers, shift leads, and service desk managers.
• Define roles, responsibilities, and performance KPIs for operations staff.
• Manage third-party vendors, OEM partners, and ensure SLA & contract adherence.
• Review training needs and drive upskilling programs across technical domains.
• Foster a culture of accountability, innovation, collaboration, and continuous improvement.

E. Continuous Service Improvement (CSI)

• Identify and execute automation, orchestration, and optimization opportunities.
• Feed CSI priorities into automation and engineering teams for implementation.
• Evaluate service trends to reduce recurring incidents and improve MTTR/MTTI.
• Promote knowledge management practices and lessons-learned programs.
• Lead operational improvement initiatives post-transition or technology rollout.

F. Compliance, Security& Risk Management

• Ensure adherence to securitybaselines, audit requirements, and data protection standards.
• Collaborate with security teamson vulnerability remediation, compliance reporting, and risk mitigation.
• Maintain risk registers andensure corrective/preventive actions are documented and executed.
• Validate license compliance,change approvals, and technology governance policies.

G. Reporting &Operational Analytics

• Prepare daily/weekly/monthlyservice dashboards and operational performance reports.
• Analyze service metrics,operational data, and trends to identify issues and improvement opportunities.
• Support governance forums,internal/external audits, and client satisfaction programs.

Required Skills &Experience

Technical Skills

Strong domain experience across:

• Network, Unix, Cloud, DataCenter, Security, Collaboration/UC, and Workplace technologies.
• Experience in virtualizationplatforms (Nutanix, VMware, Hyper-V).
• Experience with enterprise observabilityand monitoring tools (Solarwinds, Logic Monitor, ElasticSearch, Kibana,Grafana).
• Strong understanding of ITIL processes and enterprise infrastructure operations.

Leadership & Management Skills

• Advanced experience coaching and mentoring engineering teams.
• Demonstrated success driving continual service improvement and automation-led transformation.
• Proven track record in organizational change management and multi-tower operational leadership.
• Strong communication, stakeholder management, and conflict-resolution ability.

Key Attributes

• Strong problem-solving andanalytical mindset.
• Ability to work under pressureand lead teams during critical incidents.
• Customer-focused orientationwith a continuous improvement mindset.
• High level of accountability,ownership, and decision-making capability.