Senior Manager - IT (Applications)

ST Logistics Pte Ltd; Singapore; On-site; SGD 180,000 - 260,000; Full time

Job summary

ST Logistics Pte Ltd seeks a Head of Application IT Service Operations to own end-to-end stability and performance of production applications. The role ensures incident, problem, and change management, delivering reliable IT services aligned with business objectives.

This senior leadership position bridges business stakeholders, development/vendor teams, and infrastructure to provide a seamless, high-quality service experience. Daily commuting to the Singapore office is expected.

Qualifications

• The candidate holds a degree in IT/Computer Science and additional qualifications are welcome.
• Minimum 12+ years of IT experience with 5+ years in a leadership role.
• Proven production support for large-scale enterprise applications (ERP/CRM/CPM).
• Strong knowledge of ITIL framework and outsourced/managed service relationships.
• Experience with ITSM tooling and 24x7 operations is essential.

Responsibilities

• Set Strategy & Service Standards for IT service delivery.
• Optimize IT Operations & Support Performance and define metrics.
• Provide high-level advice on large IT transformations.
• Set Standards & Governance aligning processes to regulations.
• Manage third parties and vendor contracts.
• Oversee department management, budgets and staffing.

Skills

IT Leadership

Incident & Change Mgmt

Vendor Management

ITIL v4

Service Operations

Stakeholder Management

Education

Bachelor's degree in IT / CS

Master's degree (advantage)

Tools

ServiceNow

BMC Remedy

Jira Service Management

ERP/CRM systems (e.g., SAP)

Job description

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.

This is a senior leadership role that bridges business stakeholders, application development/vendor teams, and infrastructure operations to deliver a seamless, high-quality service experience.

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 disciplnes 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

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