IT/OT Support Manager - Service Delivery Lead

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

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