Senior Manager - IT (Applications)

ST Logistics; Singapore; Sur place; SGD 180 000 - 250 000; Plein temps

Résumé du poste

ST Logistics in Singapore seeks a Head of Application IT Service Operations to ensure stable, high-performing business-critical applications post-go-live. You will own incident, problem, and change management, driving service levels, risk mitigation, and reliability of the application landscape.

You will lead a team, set strategic IT service standards, and manage outsourced relationships, with a strong focus on governance, compliance, and continuous improvement across the production environment.

Qualifications

• Bachelor’s or master’s degree in IT or related field.
• 12+ years IT experience with 5+ years in leadership of application support.
• Proven production support for large enterprise apps (ERP/CRM/CPM).
• Strong ITIL knowledge with certification preferred.
• Experience managing outsourced/Managed Service Provider relationships.
• Experience with ITSM tools such as ServiceNow, BMC Remedy or Jira.
• Track record of 24x7 support and major incident management.
• Experience in regulated environments with data residency/compliance is a plus.
• Able to commute to work daily.

Responsabilités

• Set Strategy & Service Standards for IT service delivery.
• Optimise IT Operations & Support Performance with metrics.
• Provide expert advice on large IT transformations and future state.
• Set Standards & Governance, align processes to regulations.
• Manage third parties and contract/service agreements.
• Oversee department budgets, forecasting, and staffing.
• Develop staff through coaching and career discussions.

Connaissances

Leadership

ITIL knowledge

Vendor management

Strategic thinking

Communication

Incident & problem management

24x7 operations management

Commuting daily

Formation

Bachelor's degree in Information Technology, Computer Science, or related field

Master's degree

Outils

ServiceNow

BMC Remedy

Jira Service Management

SAP ERP

CRM/CPM platforms

Description du poste

Job Summary

The Head of Application IT Service Operations is responsible for the end-to-end stability, performance, and continuous improvement of the organization's business-critical applications in production. This role owns the operational lifecycle of applications post-go-live — incident, problem, and change management — ensuring service levels are met, risks are proactively managed, and the application landscape supports business objectives reliably and efficiently.

Job Function

Information Technology (IT)

Job Summary

The Head of Application IT Service Operations is responsible for the end-to-end stability, performance, and continuous improvement of the organization's business-critical applications in production. This role owns the operational lifecycle of applications post-go-live — incident, problem, and change management — ensuring service levels are met, risks are proactively managed, and the application landscape supports business objectives reliably and efficiently.

Job Responsibilities/Key Tasks(External)

Set Strategy & Service Standards

• Establish the vision required to provide IT service delivery


• Develop an IT service delivery roadmap including in-house or outsourcing delivery model, aligned with the overall IT strategy

Optimise IT Operations & Support Performance

• Set direction for continuous improvement of operational procedures and customer experience


• Define the performance metrics

Provide Expert Advice

• Provide clients with high-level advice on large IT transformations and optimal future state of IT


• Guide project teams on complex client engagements

Set Standards & Governance

• Develop disciplines and drive conformance to organisation's standards and systems


• Oversee the alignment of design of processes to local statutory regulations

Manage Third Parties

• Lead the efforts to identify the outsourcing partners that meet organisation's requirements


• Oversee negotiation and administration of vendor contracts and service agreements

Manage Department

• Oversee department management including budgets, forecasting, work allocations and staffing


• Develop staff through ongoing coaching, mentoring and career discussions

Professional Qualifications & Relevant Experience

• Bachelor's degree in Information Technology, Computer Science, or related field;


• Master's degree is an added advantage


• 12+ years of progressive IT experience, with 5+ years in a leadership role managing application support/service operations teams


• Proven experience managing production support for large-scale enterprise applications (e.g., ERP such as SAP, CRM, financial planning/CPM platforms, or similar)


• Strong knowledge of ITIL framework (ITIL v4 certification preferred)


• Demonstrated experience managing outsourced/managed service provider relationships and contracts


• Experience with ITSM tooling (ServiceNow, BMC Remedy, Jira Service Management, or similar)


• Track record of managing 24x7 support operations and major incident management


• Experience operating in a regulated or enterprise environment with data residency/compliance requirements is a plus


• Able to commute to work daliy for work