Section Leader - ICT Operations

Kumon Asia & Oceania Pte Ltd; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading educational organization is seeking an Information and Communications Technology Section Leader based in Singapore. The individual will oversee ICT operations across Asia and Oceania, ensuring efficient and stable IT services by implementing ITIL practices. Responsibilities include managing daily IT operations, leading a team, and collaborating with regional and HQ stakeholders. Ideal candidates should have at least 5 years of experience in IT operations, proficiency in relevant technologies, and a passion for the education sector. Competitive compensation and career development opportunities are offered.

Qualifications

• At least 5 years of experience managing IT operations in a comparable regional role.
• Qualified with ITIL Foundation V4 or above.
• Exceptional communication and negotiation abilities.

Responsibilities

• Oversee daily IT service management and operational process execution.
• Lead ICT operational team members and promote operational excellence.
• Manage offshore IT operation team and ensure compliance with service levels.

Skills

ITIL framework

Microsoft Windows Server

Active Directory

Azure Cloud

Office365 administration

Intermediate SQL

Education

Recognized degree in Information and Communication Technology

Job description

Overview

Kumon is the world's leading after-school enrichment programme. It was founded in 1954 in Japan, and the Kumon Method originated from a father's love for his son. The programme has over 4 million students, and learning opportunities are offered in more than 60 countries and regions worldwide. The main goal of Kumon is to help individuals discover their potential and develop their abilities to the fullest, thus nurturing human capital that will contribute to global society.

If you share the same passion for developing children and seeking a meaningful career that contributes to their development on a global level, Kumon invites like-minded candidates to join as an Information and Communications Technology Section Leader.

Job Purpose

The IT Operation Section Leader oversees regional ICT operations to ensure stable, efficient, and continuously improving IT services across Asia and Oceania. This role is responsible for daily IT service management, operational process execution, issue resolution, and coordination with regional ICT teams, vendors, and HQ counterparts.

The position leads the implementation of ITIL‑based practices, manages recurring operational cycles (daily, monthly, quarterly, annual), and supports HQ system rollouts. It also drives operational standardization, enhances service reliability, and strengthens collaboration among regional offices, contributing to the long‑term ICT strategy.

Duties & Responsibilities

1. IT Service Management (ITIL‑Based Operations)

• Lead Incident, Service Request, and Problem Management to ensure timely resolution and service continuity.

• Manage Configuration, Capacity, and Availability processes to maintain operational stability.

• Oversee creation and updates of operational manuals and knowledge base documentation.

• Ensure smooth communication with regional ICT contacts, stakeholders, and service vendors.

• Standardize procedures and enhance operational efficiency across the ICT function.

2. Daily & Periodic Operational Management

• Supervise daily backlog and service ticket reviews, ensuring consistent progress tracking and issue follow‑up.

• Oversee SQL‑based data extraction tasks, including requirements clarification, quality control, and operational readiness.

• Manage periodic operational cycles, including:

  • Periodic reviews of ID, email groups, and distribution lists

  • Cleanup of temporary system folders and scheduled data housekeeping

• Coordinate annual and monthly ICT operational calendars with regional stakeholders.

3. Team Leadership & Workforce Management

Lead ICT operational team members and provide guidance, coaching, and task prioritization.

Oversee workload distribution, capacity planning, and performance development within the team.

Promote operational excellence and cross‑team collaboration.

4. Offshore Team & SLA Management

• Oversee offshore IT operation team and ensure compliance with contracted service levels.

• Review operational performance metrics with offshore team and drive improvements when needed.

• Manage procurement‑related processes such as contract renewals, quotations, and service reviews.

5. Regional ICT Collaboration

• Act as the operational focal point for coordination among regional ICT teams and business units.

• Facilitate year‑end rollover activities, operational updates, and system configuration reviews across countries.

• Ensure effective communication and alignment between HQ, regional teams, and local ICT representatives.

• Share and communicate security standards and operational guidelines across regional stakeholders.

Additional Tasks & Responsibilities (if applicable)

• Other ad hoc duties or projects assigned by Leaders

Knowledge and Skills Requirements

• Led or supported ICT Operations/Service Desk teams.

• Built effective relationships with diverse stakeholders, including external partners.

• Proficient with Microsoft Windows Server, Active Directory, Azure Cloud, and Office365 administration.

• Skilled in daily ICT operations using the ITIL framework/tools.

• Working knowledge of web and mobile applications (iOS, Android, cross-platform).

• Intermediate SQL proficiency.

Credentials and Experience

• Holder of a recognised degree in Information and Communication Technology or a related field

• At least 5 years of experience managing IT operations in a comparable regional role

• Qualified with ITIL Foundation V4 or above

• Qualified with Microsoft Office 365 Foundation or higher

• Comprehensive knowledge of IT infrastructure, systems, and applications

• Willingness to embrace change in current operations

• Exceptional communication and negotiation abilities

• Proficient in spoken and written English

• Genuine interest in the education sector

• Skilled at leading technically diverse teams to achieve targeted results

Special Requirements

The post-holder communicates with the following stakeholders to ensure efficient ICT operations and stable service delivery:

• Team members: Lead the team to achieve objectives.

• Regional Project Manager: Coordinate system handover after Go-Live.

• ICT PICs (by country): Work with local ICT contacts who support end users.

• Headquarters (Japan): Act as a liaison for headquarters-developed applications.

Other regional departments: Collaborate with Public Relations, HR, Finance, and Business teams on issues and improvements.

Third-party vendors: Manage and oversee vendors developing or maintaining company systems.