IT Project Manager (Desktop Infrastructure & Support)

FLARE CONSULTING PTE. LTD.; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A consultancy firm in Singapore is seeking an experienced IT Project Manager to enhance Desktop Infrastructure and End-User Computing services. This role requires overseeing the outsourced service desk and desktop engineering functions. The ideal candidate will manage SLA compliance, lead significant IT projects, and possess strong vendor management and leadership skills. Familiarity with ITSM tools, particularly ServiceNow, is highly desirable.

Qualifications

• Proven experience as an IT Project Manager or Service Delivery Manager.
• Strong background in vendor management and service level agreements.
• Solid understanding of end-user computing and hardware asset management.
• Experience with project management methodologies like Agile and Waterfall.

Responsibilities

• Act as primary liaison for outsourced Service Desk and Desktop Engineering vendor.
• Oversee operations and ensure compliance with organizational standards.
• Manage asset control and generate reports for decision-making.
• Assist in implementation of device management solutions.

Skills

IT Project Management

Vendor Management

Leadership

Stakeholder Management

Service Desk Operations

Agile Methodologies

Tools

ServiceNow

Job description

Job Description: IT Project Manager (Desktop Infrastructure & Support)

Role Summary:

We are seeking a seasoned IT Project Manager to oversee and enhance our Desktop Infrastructure and End-User Computing services. This role is pivotal in ensuring the delivery of high-quality, seamless support services to our organization. The successful candidate will be the primary owner of the outsourced service desk and desktop engineering functions, driving SLA compliance, managing critical operations, and leading key projects such as the One Device rollout and DEX implementation.

Key Responsibilities:

1. Vendor & Service Level Management:

• Act as the primary liaison and oversee services provided by the outsourced Service Desk (SD) and Desktop Engineering (DE) vendor.
• Monitor, report on, and ensure strict adherence to all Service Level Agreements (SLAs) and performance metrics.
• Manage escalations and serve as the point of contact for resolving complex technical issues.

2. Team Leadership & Operations Oversight:

• Provide supervision and guidance to the internal Priority Support team.
• Oversee Whole-of-Government (WOG) operations and related work streams, ensuring alignment with broader organizational standards.
• Lead and coordinate Tech Bar operations, particularly in support of the PC bulk tender and the subsequent organization-wide "One Device" rollout.

3. Administrative & Asset Control:

• Perform central administration for enterprise-wide Adobe licensing.
• Review and approve Faulty Hardware Service Requests (SR) and Portable Storage Media (PSM) loan requests.
• Manage and enforce asset management policies, including PSM enforcement activities.
• Generate and analyze reports from the SD/DE vendor to inform decision-making.

4. Project Implementation:

• Assist in the end-to-end implementation of the Smart Locker solution for device management.
• Lead/support the implementation of the Digital Employee Experience (DEX) tool and its integration with ServiceNow.

Qualifications & Experience:

• Proven experience as an IT Project Manager, Service Delivery Manager, or a similar role, preferably within a desktop infrastructure environment.
• Strong background in vendor management, with a demonstrated ability to hold external partners accountable for SLAs.
• Solid understanding of end-user computing, hardware asset management, and service desk operations.
• Experience with project management methodologies (Agile, Waterfall, etc.) and rolling out enterprise-wide IT initiatives.
• Familiarity with IT Service Management (ITSM) tools, particularly ServiceNow, is highly desirable.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to manage multiple work streams and projects simultaneously in a dynamic environment.