IT Operation Manager

Goldtech Resources Pte Ltd; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

A leading technology firm in Singapore is looking for an IT Operations Manager – AI & Automation. This role involves overseeing end-user computing environments for thousands of users while ensuring IT service stability and security. Ideal candidates have over 10 years in IT operations, strong leadership skills, and experience in managing AI-enabled innovations. Applicants should hold a relevant bachelor's degree and be proficient in team management and problem-solving. Competitive compensation and a dynamic work environment await.

Qualifications

• Minimum 10 years in IT operations with at least 5 years in a managerial role.
• Experience driving Digital Employee Experience (DEX) initiatives.
• Proficient in managing end-user computing environments.

Responsibilities

• Manage workplace operations and service delivery for environments of 3,000–9,000 end users.
• Design solutions and optimize operational processes for managed service projects.
• Ensure SLA compliance and manage escalated support issues.

Skills

Team motivation

Troubleshooting

Communication skills

Problem-solving

Digital Employee Experience (DEX)

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

Tools

ITIL

CompTIA A+

Microsoft 365

Power BI

Job description

We are seeking a seasoned IT Operations Manager – AI & Automation to lead and oversee our end‑user computing environment. This role requires strong managed services leadership and a focus on leveraging AI‑enabled insights and automation to enhance IT service delivery. You will be responsible for ensuring the stability, security, and efficiency of IT services while driving continuous service improvement to elevate the overall customer IT experience.

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Key Responsibilities

• Manage workplace operations and service delivery across helpdesk and onsite support for environments of 3,000–9,000 end users.

• Design solutions and optimize operational processes for workplace managed service projects.

• Ensure SLA compliance and manage escalated support issues, acting as the primary escalation point.

• Conduct root cause analysis, develop strategies to improve incident handling, and implement AI‑driven analytics and intelligent automation.

• Manage asset lifecycle and endpoint devices in accordance with asset management frameworks.

• Lead weekly and monthly team meetings; provide timely reporting to customers and stakeholders.

• Drive continuous service improvement initiatives with a target of ≥5% YoY operational cost optimization.

Key Performance Indicators (KPIs)

• Service Delivery: ≥98% SLA compliance for incidents and service requests

• Customer Satisfaction (CSAT): No major complaints across all workplace accounts

• Continuous Service Improvement: ≥5% operational cost savings YoY

• Reporting & Governance: 100% on‑time submission of monthly reports

• Team Management: ≤10% staff attrition; ≥2 trainings per staff annually

• Stakeholder Engagement: ≥90% meeting attendance; ≥5.0 feedback rating

• Compliance & Audit Readiness: 0 major / ≤2 minor audit non‑conformities per year

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.

• Minimum 10 years in IT operations, with at least 5 years in a managerial role; experience driving Digital Employee Experience (DEX) initiatives.

• Proficient in managing end‑user computing environments, hardware, software, and network systems.

• Strong ability to motivate and guide teams.

• Advanced troubleshooting and problem‑solving capabilities.

• Excellent communication skills to convey technical concepts to non‑technical stakeholders.

• Certifications (preferred): ITIL, CompTIA A+, Microsoft 365, Power BI.

Please send your detailed resume in MS Word format to [e-mail] with

• Education Level

• Working experiences

• Each employment background

• Reason for leaving each employment

• Last drawn salary

• Expected salary

• Date of availability