Senior Manager, Corporate Systems (Frasers Hospitality)

Frasers Property Limited; Singapore; Remote; SGD 120,000 - 180,000; Full time

Job summary

Frasers Property Limited seeks a Global IT Operations Lead to steer a multi-region IT operations and Service Desk for hotels and serviced apartments across EMEA, APAC and China. You will partner with regional teams to standardize tools, ensure time‑zone coverage, and meet governance and compliance requirements.

You will drive end‑to‑end IT workflows, foster automation and cloud optimization, manage ITIL processes, multi‑cloud reliability, security perimeters, IAM governance, and cross‑functional

Responsibilities

• Lead and mentor a global IT operations and Service Desk for hotels and serviced apartments across EMEA, APAC and China.
• Partner with regional IT teams to harmonize standards with regional needs, time zones, and compliance mandates.
• Establish, monitor and report global service delivery KPIs, SLAs and OLAs to maximize guest satisfaction.
• Evaluate end-to-end IT workflows to reduce bottlenecks and operational costs.
• Own Tech Ops innovation initiatives, champion automation, self-service portals, RPA, and AIOps.
• Foster an automation-first culture for scalable operations and cloud efficiency.
• Govern ITIL-aligned Incident, Service Request and Problem Management across estates.
• Lead Multi-Cloud operations (AWS, Azure, GCP) with DR, backup, and FinOps.

Job description

Key Responsibilities

1. Global Operations, Property Openings & Regional Collaboration

• Lead and mentor a global IT operations and ServiceDesk team hotels, and serviced apartments across EMEA, APAC, and China.
• Partner with Regional IT teams to harmonize corporate standards with regional needs, time zone coverage, and compliance mandates (GDPR, China PIPL/CSL, PDPA).
• Establish, monitor, and report on global service delivery KPIs, SLAs, and OLAs to maximize stakeholder and guest satisfaction.

2. Process Optimization & Tech Ops Innovation

• Systematically evaluate end-to-end IT workflows to eliminate bottlenecks, drive efficiency, and reduce operational costs.
• Own and champion Tech Ops innovation initiatives, introducing workflow orchestration, self-service portals, Robotic Process Automation (RPA), and AIOps.
• Cultivate an automation-first culture focused on scalable modern operations and cloud resource optimization.

3. ITSM & ServiceDesk Governance

• Govern ITIL-aligned Incident, Service Request, and Problem Management processes across corporate and property estates.
• Optimize tier-1 to tier-3 escalation paths, triage workflows, and knowledge base curation to elevate First Contact Resolution (FCR).

4. Multi-Cloud Infrastructure Operations (AWS, Azure, GCP)

• Oversee the operational reliability, hardening, and resilience of multi-cloud environments across AWS, Azure, and GCP.
• Maintain high availability, automated backup routines, disaster recovery (DR) preparedness, and business continuity for shared workloads.
• Implement structured cloud FinOps to monitor utilization, right-size workloads, and govern cloud expenditure.

5. Perimeter Security & Firewall Management (FortiGate & WatchGuard)

• Administer enterprise network perimeters, specifically Fortinet FortiGate and WatchGuard firewalls.
• Manage firmware lifecycle updates, vulnerability patching, and security configuration baselines.

6. Identity & Access Management (IAM) & Directory Governance

• Enforce robust IAM policies adhering to Role-Based Access Control (RBAC), Least Privilege, and Zero Trust architectures.
• Supervise Joiner-Mover-Leaver (JML) lifecycle workflows and Privileged Access Management (PAM) controls.

7. Cross-Functional Collaboration & Vendor Management

• Regional IT Teams: Act as the corporate conduit to standardize toolsets, support hotel openings, and align operational cadences.
• Corporate Applications Team: Optimize underlying infrastructure, database, and IAM dependencies for enterprise and hospitality systems.
• Vendors & MSPs: Manage relationships, contracts, and SLA performance across telco carriers, hardware OEMs, and service partners.

8. Incident Response & Major Incident Management (IRT Lead)

• Serve as the designated Tech Ops and Corporate Infrastructure Lead on the enterprise Incident Response Team (IRT).
• Collaborate closely with GRCS, Regional IT, and external DFIR partners to execute swift technical countermeasures across cloud and perimeter assets.
• Lead major incident war rooms, deliver executive briefings, and drive blameless Post-Incident Reviews (PIRs) and Root Cause Analyses (RCAs).