IT Operations & Technology Partnership Lead

Merck Gruppe - MSD Sharp & Dohme; Singapore; Hybrid; SGD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work arrangements

Job summary

Merck Gruppe - MSD Sharp & Dohme in Singapore invites an experienced IT End User Support specialist to oversee daily user support, asset management, and incident handling across the country. You will ensure SLAs are met and that records stay up to date.

You will collaborate with global and regional teams, mentor junior staff, manage vendor relationships, and drive ITIL-aligned service delivery to improve stability and user satisfaction within a hybrid work environment.

Qualifications

• Demonstrated track record delivering customer-focused IT outcomes.
• 5+ years in IT operations support with 3+ years hands-on Windows desktop, Office, and HP printer support.
• Experience in Manufacturing/Lab operations is a plus.
• ITIL processes and service delivery knowledge.
• Experience managing vendors/contractors.

Responsibilities

• Oversee IT End User Support for Singapore.
• Ensure IT Asset management process is followed, and records are up to date.
• Ensure IT requests and incidents are handled by IT contractors as per SLA.
• Work closely with global/regional support teams on IT initiatives implemented in country.
• Provide guidance and training to junior staff and IT contractors.
• Assist Team/Country leader to oversee/participate in IT Projects.
• Review deliverables by junior staff and highlight to team/country leader on variance/high compliance.
• Incident & problem management (relative to sites) / Post-mortem.
• Educate user behavior to follow global standard procedures for IT service requests and incidents.
• Monitor end-user computing infrastructure operation to ensure availability and stability.
• Work with IT colleagues in JCAP as One IT Team.
• Support business initiatives through our company’s standard IT technology.
• Plan IT equipment lifecycle refreshes and oversee implementation.

Skills

IT Service Delivery

Vendor & Contractor Management

ITIL Knowledge

Stakeholder Relationship Management

Problem Solving

Team Mentoring

Customer Focus

Windows Desktop Support

Education

College or university degree in Computer Science / Information Systems / Engineering

Tools

HP Printer Support

IT Asset Management Systems

Incident Management Tools

Job description

Merck Gruppe - MSD Sharp & Dohme in Singapore invites an experienced IT End User Support specialist to oversee daily user support, asset management, and incident handling across the country. You will ensure SLAs are met and that records stay up to date.

You will collaborate with global and regional teams, mentor junior staff, manage vendor relationships, and drive ITIL-aligned service delivery to improve stability and user satisfaction within a hybrid work environment.