Senior IT Service & Automation Manager

National Trades Union Congress (NTUC)

Singapore

On-site

SGD 150,000 - 190,000

Full time

3 days ago

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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

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

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