IT Operations & Service Desk Manager

APAR TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

APAR TECHNOLOGIES PTE. LTD. in Singapore is seeking an experienced IT Operations professional to drive a unified service delivery model across Asia.

You will oversee the Service Desk, IT operations, and reporting to ensure consistent end-user support and service levels. The role requires strong ITSM and ServiceNow knowledge, vendor management experience, and the ability to coordinate cross-location IT support in a multicultural environment.

Qualifications

• Degree or Diploma in IT or related discipline.
• Experience in Service Desk and IT Operations management.
• Strong ITSM and ServiceNow experience incl incident, request, reporting.
• Experience managing IT service providers or delivery partners.
• Vendor management, escalation handling and service transition.
• Experience coordinating proximity or onsite IT support across locations.
• Strong understanding of operational KPIs, SLA management and reporting.
• Excellent analytical, communication and stakeholder management skills.
• Ability to work independently in multicultural environment.

Responsibilities

• Drive transition to a single delivery partner while maintaining service continuity.
• Manage operational reporting, service levels, KPIs and partner escalations.
• Coordinate proximity IT support across Asia markets.
• Manage Service Desk and IT operations delivery partners.
• Work with Cloud, Digital Workplace, Network, Security and ITSM teams.
• Support central operations for EMEA and AMER in follow-the-sun model, subject to capacity.
• Monitor service performance and end-user support across the region.
• Identify operational issues and coordinate resolution with internal teams and external partners.

Skills

Service Desk Ops

IT Operations Mgmt

Analytical Skills

Stakeholder Mgmt

Multicultural Environment

Education

Degree or Diploma in IT/CS

Tools

ITSM

ServiceNow

Vendor Mgmt

Reporting Tools

Job description

Job Details

• Drive the transition to a single delivery partner while maintaining service continuity.
• Manage operational reporting, service levels, KPIs and partner escalations.
• Coordinate proximity IT support across Asia markets.
• Manage Service Desk and IT operations delivery partners.
• Work closely with Cloud, Digital Workplace, Network, Security and ITSM teams.
• Support central operations for EMEA and AMER as part of a follow-the-sun model, subject to capacity.
• Monitor service performance and ensure consistent end-user support across the region.
• Identify operational issues and coordinate resolution with relevant internal teams and external partners.

Requirements

• Degree or Diploma in Information Technology, Computer Science or a related discipline.
• Relevant experience in Service Desk and IT Operations management.
• Strong experience with ITSM and ServiceNow, including incident, request and reporting processes.
• Experience managing IT service providers or delivery partners.
• Experience in vendor management, escalation handling and service transition.
• Experience coordinating proximity or onsite IT support across multiple locations.
• Strong understanding of operational KPIs, SLA management and service reporting.
• Excellent analytical, communication and stakeholder management skills.
• Ability to work independently and manage priorities in a multicultural environment.

EA Number: 11C4879