Project Manager

National Library Board; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

La National Library Board (NLB) recherche un professionnel pour superviser les opérations du service IT au sein d'un environnement hybride. Le poste implique la gestion d'une équipe technique, le respect des normes de qualité et la satisfaction des clients, dans le but d'améliorer les services et l'expérience des utilisateurs. Si vous êtes passionné par l'innovation et l'impact social, rejoignez cette organisation dynamique avant le 31 décembre 2026.

Qualifications

• 5 à 8 ans d'expérience dans des services d'infrastructure IT.
• Familiarité avec le cadre ITIL.
• Expérience dans le secteur gouvernemental préférée.

Responsibilities

• Superviser les opérations du service IT et de l'équipe de support technique.
• Gérer les incidents, problèmes, changements et demandes de service.
• Améliorer continuellement les processus pour optimiser la livraison des services.

Skills

Incident Management

Problem Management

Change Management

Leadership

Customer Satisfaction

Collaboration

Tools

ServiceNow

JIRA

BMC Helix

Job description

What the role is:

[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:

[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 SLAs and KPIs.
• Responsible and accountable for incident, problem, change and service request management, maintaining high customer satisfaction.
• Oversee deployment of end-user computing devices (EUCD) for new hires and technology refreshes, ensuring relevancy, reliability, and standardisation of desktop services and applications.
• Plan ICT service delivery within budget; review systems and processes for optimal performance.
• Ensure compliance to IT-QMS by reviewing incident and service request statistics and improving IT operational processes.
• Manage IT security standards and processes; follow up on IT audits to ensure compliance.
• Act as primary contact for user escalations and service reviews; develop strong stakeholder relationships.
• Drive continuous process improvements to enhance service delivery and operations.

What we are looking for:

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

The work location will be at ESR BizPark @ Chai Chee. The successful applicant will be appointed on a project contract until 31 Dec 2026.

[What we are looking for]

About National Library Board

To each reader, the library is a window to a vibrant imagination and exciting possibilities. For families, the library experience occupies a special place in their hearts and memories collected over generations. Libraries hold a special and familiar place in each of our hearts. NLB seeks to provide a trusted, accessible, and globally-connected library and information service to promote a knowledgeable and engaged society. If you share our passion to create memorable library experiences for all our readers, we invite you to join the NLB family.