IT/OT Support Manager — End-to-End Service Delivery Lead

T-SYSTEMS SINGAPORE PTE. LTD.; Singapore; On-site; SGD 90,000 - 160,000; Full time

Job summary

T-Systems Singapore Pte. Ltd. is seeking an IT/OT Support Manager to own end-to-end support operations, coordinating internal teams, offshore resources, partners and customers to resolve incidents and service requests within SLAs.

The role requires strong IT service management expertise, hands-on knowledge of ITIL, and the ability to translate complex issues into practical solutions while ensuring high customer satisfaction.

Qualifications

• At least 5 years of relevant experience in IT support, IT service management or service delivery.
• Strong knowledge of ITIL processes and end-to-end ticket management.
• Experience in application support; IT consulting background is 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.

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.

Skills

ITIL processes

End-to-end ticket management

Stakeholder management

Customer-facing skills

Problem solving

Proactive ownership

Tools

ServiceNow

ManageEngine

Job description

T-Systems Singapore Pte. Ltd. is seeking an IT/OT Support Manager to own end-to-end support operations, coordinating internal teams, offshore resources, partners and customers to resolve incidents and service requests within SLAs.

The role requires strong IT service management expertise, hands-on knowledge of ITIL, and the ability to translate complex issues into practical solutions while ensuring high customer satisfaction.