Project Manager

Government Technology Agency (GovTech); Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

National Library Board (NLB) in Singapore seeks an IT Service Desk and EUCD Operations Lead with 5–8 years of IT infrastructure experience. You will oversee IT Service Desk and Technical Support, ensuring timely incident resolution and adherence to SLAs/KPIs, while managing EUCD deployments and desktop standardisation.

You will drive ITIL-based incident/problem/change management, plan budgeted ICT services, and ensure IT security compliance.

Qualifications

• 5–8 years of relevant experience in IT infrastructure services, especially IT Service Desk or large-scale EUCD support across multiple locations.
• Familiarity with ITIL, especially Service Desk, Incident, Problem and Change Management.
• Experience with ITSM tools such as ServiceNow, JIRA, BMC Helix, etc.
• Strong leadership and people management capabilities.
• Good communication, collaboration and stakeholder engagement skills.
• Experience in Government sector is preferred.

Responsibilities

• Oversee day-to-day operations of the IT Service Desk and Technical Support team, ensuring timely incident resolution and SLA/KPI alignment.
• Manage incident, problem, change and service request processes and maintain high customer satisfaction.
• Oversee EUCD deployment for new hires and ongoing technology refresh to ensure standardised desktop services.
• Plan ICT service delivery within budget and review systems for optimal performance.
• Ensure IT-QMS compliance and monitor monthly incident/service request statistics.
• Manage IT security standards and audits across IT Infrastructure areas.
• Act as primary contact for user escalations and stakeholders; build strong relationships.
• Drive continuous process improvement to optimise service delivery.

Skills

ITIL knowledge

Leadership

Communication

Tools

ServiceNow

JIRA

BMC Helix

Job description

What the role is

The National Library Board (NLB) nurtures Readers for Life, Learning Communities and a Knowledgeable Nation by promoting reading, learning and history through our network of 28 libraries across Singapore, the National Library and the National Archives of Singapore. At NLB, you can look forward to a flexible, hybrid work environment with rewarding, impactful deliverables that improve the lives of the community. With caring colleagues, you will be in an ideal environment for professional development, innovation and impact.

We can offer you:

• A chance to Impact the Community, bridge gaps and empower everyone with the opportunity for learning and discovery.
• An opportunity to Innovate and Push Boundaries. We value ideas, curiosity and a passion for innovation to transform our libraries and archives.
• An organisation that Cares for your Growth and Wellbeing through investment in staff development and wellbeing in a supportive and collaborative environment.

What you will be working on

Oversee the day-to-day operations of the IT Service Desk and the Technical Support team, ensuring timely resolution of IT incidents and alignment with the Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Responsible and accountable for incident, problem, change and service request management and ensure that customer satisfaction is maintained at the highest standard. Oversee the deployment of end-user computing device (EUCD) for new hires as well as technology refresh for existing users and ensure relevancy, reliability and standardisation of desktop services and applications. Plan the delivery of ICT services within the allocated budget and review existing systems and processes to achieve optimal performance. Ensure compliance to IT-QMS through the management of service levels by reviewing monthly statistics on incidents and service requests and enhancing IT operational processes. Manage compliance to security and standards through the planning and management of IT security standards and processes in the IT Infrastructure areas and manage and follow up on the IT audits. Act as the primary point of contact for user escalations and service reviews, develop and maintain strong relationship with relevant stakeholders. Drive continuous process improvement initiatives to optimize service delivery and operations.

What we are looking for

5 to 8 years of relevant experience in IT infrastructure services, particularly in the field of IT Service Desk and/or large scale EUCD support across multiple locations. Familiarity with the ITIL framework, particularly in Service Desk, Incident Management, Problem Management and Change Management. Experience with industry ITSM (IT Service Management) tools such as ServiceNow, JIRA, BMC Helix, etc. Strong leadership and people management skills. Good communication, collaboration and engagement skills. Preferably with experience in Government sector.

The work location will be at ESR BizPark @ Chai Chee.

The successful applicant will be appointed on a project contract until 30 Dec 2027.

The Singapore Public Service plays a key role in the economic growth, progress and stability of Singapore by formulating and implementing government policies, as well as providing key public services. Whether you are a fresh graduate joining the workforce or an experienced professional, the Singapore Public Service offers a great variety of job opportunities for you. The work in the Public Service can be broadly categorised into the following sectors: Economic, Social, Security & External Relations, and Administration & Corporate Development. Be part of the team that shapes the future of Singapore.