Manager, IT Infrastructure & Service Management

DHL Global Forwarding Singapore Pte Ltd; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading logistics company in Singapore seeks an IT Service Manager to oversee regional IT infrastructure and service management operations. The role involves driving the implementation of global standards, ensuring stability and resilience of IT solutions, and leading continuous improvement initiatives. Candidates should possess strong SLA management, ITIL framework knowledge, and excellent stakeholder management skills to enhance service delivery and operational effectiveness.

Qualifications

• Experience in SLA Management and ITIL Framework.
• Proficiency in Incident & Problem Management processes.
• Strong project management skills with a focus on service delivery.

Responsibilities

• Drive regional IT infrastructure services and service management processes.
• Monitor capacity, availability, and performance metrics for the region.
• Collaborate with Global ISM and Country/Cluster IT teams.

Skills

SLA Management

ITIL Framework

Incident & Problem Management

Capacity Planning

Risk Awareness

Root Cause Analysis

Reporting & Documentation

Active Directory

Vendor Coordination

Project Management and Implementation

Stakeholder Management

Collaboration & Teamwork

Job description

Job Purpose

Manage the delivery of regional IT infrastructure and service management operations, ensuring stability, uptime, and resilience of IT solutions. Drive implementation of global standards and strategies at the regional level, contributing to efficient, standardised IT service delivery and leveraging modern technologies for scalability and performance.

Scope

• Regional Telecoms Services
• Regional End User Services and Collaboration Services
• Regional IAM Services
• Regional IT Service Management cost monitoring
• Regional Service Level Management
• Regional Infrastructure Provisioning
• Regional Asset Management

Responsibilities

Service Delivery Support

• Drive regional IT infrastructure services and service management processes.
• Lead the regional implementation and ongoing enhancement of service management policies and processes, including Change, Incident, Problem, and Service Lifecycle Management
• Implement a structured process for managing production changes in the region, ensuring all changes are thoroughly planned, tested, communicated, and executed with minimal business disruption.
• Ensure all service management policies, processes, and procedures are fully documented, maintained, and consistently followed. Communicate IT service management strategies and procedures effectively across the IT organization.

• Monitor capacity, availability, and performance metrics for the region.
• Act as regional escalation point for ISM processes and outsourcing contracts.
• Initiate and/or contribute to continuous improvement initiatives and automation efforts.

• Develop regional IT infrastructure strategy in line with global IT strategy and functional objectives, corporate guidelines and policies
• Oversee regional execution of new ISM services and IT changes to existing services in the production/ development environments
• Leverage advanced IT infrastructure technologies within the region to optimize performance and scalability.

• Ensuring reliable Telecom communication systems in the Region & Countries that facilitate effective collaboration across teams and drive service improvements with the suppliers

• Manage regional and oversee country-level user access rights, ensuring appropriate access to systems and data.

• Support Global ISM Rollouts: Standardizing / Modernising IT processes and tools to drive productivity improvements
• Supporting Regional and overseeing Countries end user experience initiatives & collaboration to improve operational effectiveness.
• Maintaining accurate and up-to-date Regional & Countries assets information to maximize efficiency, minimize risks and drive compliance.

• Lead regional and supervise country-level IT supplier management, building and maintaining strong supplier partnerships to enhance service delivery.

• Knowledge sharing to Regional employees to enhance their IT proficiency and capability

Governance & Coordination

• Collaborate with Global ISM and Country/Cluster IT teams for project and service implementation.
• Ensure adherence to standards, architecture, and lifecycle processes.
• Support audits and compliance checks for IT service management.

Financial & Vendor Support

• Support regional procurement activities for vendor contracts and service agreements.
• Contribute to benchmarking and cost optimisation initiatives.

Stakeholder Management

• Build cooperative relationships with regional and country IT teams, vendors, and internal stakeholders.
• Communicate effectively to ensure smooth service delivery and issue resolution.

KPIs / Measurement

• SLA compliance for supported services.
• Accuracy of asset and configuration data.
• Timely resolution of incidents and escalations.
• Contribution to cost optimisation and process standardisation.
• Successful delivery of global initiatives within the region
• Adherence to Global Telecoms strategy within the region

Skills

• SLA Management
• ITIL Framework
• Incident & Problem Management
• Capacity Planning
• Risk Awareness
• Root Cause Analysis
• Reporting & Documentation
• Active Directory
• Vendor Coordination
• Project Management and Implementation
• Stakeholder Management
• Collaboration & Teamwork

Compliance & Standards

• Ensure alignment with global ISM policies and infrastructure standards.
• Adhere to technical compliance requirements outlined in regional and global guidelines.

Differentiators

• IT focus with strong collaboration skills.
• Executes strategies defined by regional leadership.
• Hands-on involvement in service delivery and infrastructure support.
• Commitment to global standards and continuous improvement.
• Responsible for short to mid-term (1-3 years) execution of regional ISM strategy

Organisational Context

• Works under the direction of the Regional Head of ISM
• Interfaces with country IT teams, global ISM, and external vendors.
• Supports multi-country operations within the region.