IT/OT Support Manager

t-systems asia; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

T-Systems Asia in Singapore seeks an IT/OT Support Manager to oversee end-to-end support services, coordinating internal and external teams to ensure incidents and service requests are resolved within SLAs. The role emphasizes strong IT service management, application knowledge, and proactive customer satisfaction improvements.

Ideal candidates bring hands-on ITIL experience, asset management know-how, and a proven ability to communicate complex technical issues clearly to customers and

Qualifications

• 5+ years in IT support, IT service management or service delivery.
• Strong knowledge of ITIL processes and end-to-end ticket management.
• Experience in application support and implementation; IT consulting background advantageous.
• Familiarity with ITSM tools such as ServiceNow and ManageEngine.
• Good understanding of asset management, including hardware, software licenses and lifecycle management.
• Comfortable discussing IT infrastructure, networks and applications.
• Strong stakeholder management and customer-facing skills.
• Proactive problem solver who takes ownership to resolve issues.

Responsibilities

• Own and manage end-to-end IT/OT support services across Service Desk, Workspace, Infrastructure, Network, IPTV, Digital Signage and Applications.
• Drive ITIL processes including Incident, Problem, Event and Asset Management.
• Coordinate internal teams, onshore and offshore resources, and external partners to resolve tickets within SLAs.
• Act as escalation point, troubleshooting and communicating with customers during resolution.
• Lead service transition and onboarding for new services into managed operations.
• Manage hardware and software assets, licenses, certificates, renewals and refreshes.
• Collaborate with Operations and Account Leadership to deliver effective support models per contracts.
• Monitor service performance and prepare reports/presentations for customers.
• Drive continuous service improvement and enhance customer experience.

Skills

ITIL

ITSM

Stakeholder management

Customer-facing

Incident & Problem management

Application support

Technical discussion

Ownership

Tools

ServiceNow

ManageEngine

Job description

With around 28,000 employees worldwide and annual revenues of EUR 4.0 billion (2021), T-Systems is one of the leading providers of digital services. The Deutsche Telekom subsidiary is headquartered in Germany and has a presence in Europe as well as in selected core markets and strategic production locations. T-Systems can provide a global production and supply chain to companies operating worldwide.

T-Systems offers integrated end-to-end IT solutions, driving the digital transformation of companies in all industries and the public sector. Focus industries include automotive, manufacturing, logistics and transportation, as well as healthcare and the public sector. T-Systems develops vertical, company-specific software solutions for these sectors.

About the role:

As an IT/OT Support Manager, you will take ownership of end-to-end support operations, coordinating internal teams, offshore resources, partners, and customers to ensure incidents and service requests are effectively managed through to resolution. This highly cross-functional and customer-facing role requires strong IT service management expertise, functional application knowledge, and a proactive approach to delivering high-quality services, meeting SLAs, and driving customer satisfaction.

Key Responsibilities:

• Own and manage end-to-end IT/OT support services across Service Desk, Workspace, Infrastructure, Network, IPTV, Digital Signage and Applications.
• Drive ITIL processes including Incident, Problem, Event and Asset Management.
• Coordinate internal teams, onshore and offshore resources, and external partners to ensure tickets and service requests are resolved within agreed SLAs.
• Act as a key escalation point, troubleshooting issues and ensuring clear communication with customers throughout the resolution process.
• Lead service transition and onboarding activities for new services into managed operations.
• Manage hardware and software assets, including licenses, certificates, renewals and technology refreshes.
• Work closely with Operations and Account Leadership to deliver effective support models in line with contractual commitments.
• Monitor service performance and prepare regular reports and presentations for customers.
• Drive continuous service improvement and identify opportunities to enhance customer experience.

Qualifications:

• At least 5 years of relevant experience in IT support, IT service management or service delivery.
• Strong knowledge and hands-on experience with ITIL processes and end-to-end ticket management.
• Strong functional experience in application support and implementation; an IT consulting background will be highly advantageous.
• Familiarity with ITSM tools such as ServiceNow and ManageEngine.
• Good understanding of asset management, including hardware, software licenses and lifecycle management.
• Comfortable participating in technical discussions with a solid understanding of IT infrastructure, networks and applications.
• Strong stakeholder management and customer-facing skills, with the ability to translate technical issues into clear and practical solutions.
• A proactive problem solver who is not afraid to take ownership and drive issues through to closure.