Manager / Senior Manager (Enterprise Service Management), IT Systems & Operations

National Trades Union Congress (NTUC); Singapore; On-site; SGD 150,000 - 190,000; Full time

Job summary

National Trades Union Congress (NTUC) in Singapore is seeking a Manager/Senior Manager to drive ESM platform enhancements and IT service operations. You will bridge business users, outsourced providers, and technical teams to improve service quality and governance.

The role emphasizes incident, change, and knowledge management with automation opportunities, vendor oversight, and strong stakeholder collaboration within a fast-paced enterprise environment.

Qualifications

• Bachelor’s degree in Computer Science, IT, or related field.
• Minimum 5 years in IT Service Management and application support in complex environments.
• Strong ITIL, service workflow design knowledge.
• Experience with automation/AI use cases is a plus.
• Vendor and outsourced service provider management with stakeholder skills.

Responsibilities

• Bridge business users, service providers, and technical teams to drive value.
• Gather and document requirements for ESM enhancements and support improvements.
• Develop specifications, process maps, and acceptance criteria for delivery.
• Manage outsourced service desk vendors and ensure SLAs and governance.
• Drive adoption of ESM as the primary platform for IT processes.

Skills

IT Service Management

Vendor management

Stakeholder management

Agile methodologies

Analytical mindset

Communication skills

Education

Bachelor's degree in Computer Science / IT / Software Engineering

Tools

Automation technologies (RPA, AI/ML)

Job description

Pioneering workers' rights since 1961, the National Trades Union Congress (NTUC) unites 57 trade unions, 6 trade associations, 7 social enterprises, and other enterprise partners as we create better lives for workers here in Singapore.

Our work cuts across the different ages and stages of life as we walk the ground and respond to everyday needs. Through initiatives that protect our workers at work, transform careers, manage the cost of living, help with financial resilience and health, and nurture relationships for families, we champion every worker through every touch point as we work towards better wages, welfare, and work prospects.

Because Every Worker Matters.

The Role

This role ensures that ESM platform enhancements, application support services, IT service operations, and automation/AI initiatives are business-aligned, well-designed, and effectively delivered. The Manager / Senior Managerserves as the bridge between business users, outsourced service providers, application support teams, and technical teams to drive operational efficiency, strengthen governance, improve service quality, and maximize value from the client’s technology investments.

Responsibilities

• Gather, analyze, and document business requirements for ESM enhancements and application support improvements across modules such as ITSM, and other common services platform capabilities.
• Work closely with business stakeholders, application support teams, and service providers to identify process gaps, recurring issues, service improvement opportunities, and potential automation or AI use cases.
• Develop user stories, functional specifications, process maps, knowledge articles, and acceptance criteria to support both enhancement and operational support activities.
• Collaborate with Application’s developers, administrators, and support teams to ensure clear understanding of requirements, solution design, and issue resolution.
• Manage outsourced service desk vendors and service providers, ensuring adherence to operational standards, service level agreements (SLAs), governance requirements, and continuous improvement objectives.
• Establish, communicate, and enforce operational directives to ensure outsourced service desk functions are tightly integrated with ESM processes, workflows, data standards, and reporting requirements.
• Drive adoption of ESM as the primary platform for incident, request, problem, knowledge, and change management processes, minimizing manual workarounds and ensuring end-to-end process visibility.
• Monitor vendor performance through service metrics, dashboards, and governance reviews, ensuring timely resolution of incidents, requests, and service issues.
• Support incident, problem, and service request analysis by identifying root causes, trends, and opportunities for permanent fixes and process optimization.
• Conduct impact assessments and support change management activities for platform enhancements, new features, and automation solutions.
• Facilitate User Acceptance Testing (UAT), coordinate validation with business users, and ensure proper documentation and knowledge transfer.
• Maintain compliance with platform governance standards, data policies, security requirements, and architectural guidelines.
• Monitor application performance, user feedback, and support metrics to drive continuous service improvement and user satisfaction.
• Liaise with vendors, application support partners, and business stakeholders to ensure timely delivery of support services, enhancements, and issue resolutions in accordance with agreed service levels.

Job Requirements

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or related field
• Minimum 5 years of experience in IT Service Management, application support within complex IT environments, preferably enterprise service platforms.
• Strong understanding of ITIL processes and service workflow design.
• Experience working with automation technologies (e.g., RPA, AI/ML tools, generative AI solutions) is a strong advantage.
• Strong background in vendor & outsourced service provider management, good stakeholder management with excellent communication skills.
• Familiarity with Agile methodologies and working in a product-based delivery model.
• Analytical mindset with strong problem-solving skills, able to work independently in a fast-paced, dynamic environment.

We regret to inform that only shortlisted candidates will be contacted.