IT Service Manager

ALIBABA SOUTHEAST ASIA HOLDING PRIVATE LIMITED; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading technology company in Singapore is seeking a professional responsible for ITIL processes management to enhance service delivery. You will own the service catalogue, develop service definitions, and lead the onsite team. A background in large enterprises along with strong management skills is essential. Proficiency in Mandarin is preferred for communication with HQ in China.

Qualifications

• 5+ years of work experience in large enterprise companies.
• Strong knowledge in User & VIP Support and ITIL methodology.
• Team player, self-motivated, with good communication skills.

Responsibilities

• Identify best practices in ITIL processes management.
• Own and ensure service catalogue is up to date.
• Develop new service definitions for operational delivery.
• Act as liaison for service improvements and changes.
• Provide reports on SLA performance and key metrics.
• Manage overall service improvement plan.
• Conduct monthly service reviews with stakeholders.

Skills

User & VIP Support

ITIL methodology

Project management

Team management

Problem-solving

Analytical skills

Communication skills

Interpersonal skills

Education

University degree in computer science

Job description

Job Responsibilities

• 1. Identify and highlight best practices in his responsible ITIL processes management through continuous assessment, and feeding process and product recommendations to the Manager of IT;
• 2. Own the service catalogue of IT Services and ensure that it is up to date and fit for purpose；
• 3. Develop new service definitions ensuring that they can be delivered operationally and cost effectively;
• 4. Act as liaison with the business for all service improvements, changes and escalations. This will include an initial requirement capture;
• 5. Provide reports to an agreed schedule (or on request) including SLA performance and other key metric reports;
• 6. Ensure that systems, processes and methodologies as specified are followed to provide effective monitoring, control and support of service delivery;
• 7. Manage the overall service improvement plan and work with the IT Service Support Manager to ensure that it is being delivered to and that services are being improved;
• 8. Conduct monthly service reviews with individual business stakeholders to discuss service issues and identify project requirements;
• 9. Lead, manage and supervise Help Desk, Team Leader and onsite staffs
• 10. Ensuring proper documentation, notification, tracking, and follow up of all incidents.
• 11. Manage and mentor onsite team in the local office
• 12. Participate in training for internal teams and manage all related issues
• 13. Update policies, procedure, and documentation relevant to project or operation
• 14. Ensure compliance with standards, policies, and processes
• 15. Manage major service providers on vendor performance, SLA, reporting and governance
• 16. Take lead to infrastructure projects and keep track of progress

Job Qualification

• 5+ years of work experience in large enterprise companies；
• University degree in computer science or equivalent experience in IT；
• Strong knowledge in User & VIP Support and ITIL methodology；
• Strong project and team management skill；
• Proven experience in leading a large-scale programme in IT and Technical Delivery；
• Team player, self-motivated, with good communication skills and management skills；
• Prior working experience in large vendor and outsourcing management, service delivery and governance is desired；
• Pleasant with good telephone manner, mature and independent；
• Able to work under pressure, self-motivated, strong problem solving and analytical skills；
• Influence & negotiation skill；
• Ability to proactively & effectively manage risk on low to medium risk projects；
• Strong data analytic, communication & interpersonal skills；
• Travel is required；
• Proficient in Mandarin is preferred as the role will need to communicate with the team in HQ China