IT Operations & Service Delivery Lead (End-User Support)

MSD INTERNATIONAL GMBH (Singapore Branch); Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

MSD INTERNATIONAL GMBH (Singapore Branch) is seeking an IT end-user support lead to oversee local IT operations in Singapore. The role focuses on delivering reliable end-user support, managing assets, and coordinating with global teams.

You will mentor junior staff, ensure SLA compliance, and drive improvements in service delivery and incident management within a manufacturing environment. Prior ITIL experience and strong communication are essential.

Qualifications

• Bachelor's degree in CS, IS, Engineering, or equivalent.
• 5+ years delivering IT operations support, 3+ years Windows desktops, Office, HP printers.
• Experience with ITIL and vendor/contractor management.
• Strong interpersonal and communication skills with minimal supervision.
• Knowledge of manufacturing/lab IT support a plus.

Responsibilities

• Oversee IT End User Support for Singapore.
• Ensure asset management processes are followed and records up to date.
• Handle IT requests/incidents with contractors per SLA.
• Collaborate with global/regional teams on country IT initiatives.
• Provide guidance and training to junior staff and contractors.
• Assist leaders to oversee IT projects.
• Review deliverables and flag variances/high compliance.
• Incident and problem management; post-mortems.
• Educate users to follow standard IT procedures.
• Monitor IT infrastructure availability and stability.
• Work with JCAP One IT Team.
• Support business initiatives with standard IT technology.
• Plan IT equipment lifecycle refreshes and implementations.
• Interact with other platform teams for escalations.
• Familiar with procurement process.

Skills

Customer focus

IT operations support

Windows desktops

Office Suite

HP printers

IT Telecom room

Vendor management

ITIL

Manufacturing support

Collaboration

Communication skills

Problem-solving

Service delivery

Teamwork

Infrastructure standards

Service improvement

Knowledge management

Network experience

Education

Bachelor's degree in CS/IS/Engineering

Job description

MSD INTERNATIONAL GMBH (Singapore Branch) is seeking an IT end-user support lead to oversee local IT operations in Singapore. The role focuses on delivering reliable end-user support, managing assets, and coordinating with global teams.

You will mentor junior staff, ensure SLA compliance, and drive improvements in service delivery and incident management within a manufacturing environment. Prior ITIL experience and strong communication are essential.