System Manager – Cybersecurity Operations

ENSIGN INFOSECURITY (CYBERSECURITY) PTE. LTD.; Singapore; On-site; SGD 100,000 - 130,000; Full time

Job summary

A leading cybersecurity firm in Singapore is seeking a System Manager to oversee operations, manage escalations, and engage stakeholders. The ideal candidate has over 10 years in IT/cybersecurity operations, strong leadership skills, and familiarity with service management frameworks like ITIL. This role offers an opportunity to drive operational excellence in a dynamic environment.

Qualifications

• 10+ years in IT/cybersecurity operations or system management.
• Proven ability to lead cross-functional teams.
• Strong background in service management and SLA governance.
• Familiarity with enterprise cybersecurity operations and cloud ecosystems.

Responsibilities

• Manage Day 2+ operations across cybersecurity domains.
• Oversee escalations and ensure timely resolution.
• Engage with stakeholders for transparency and proactive communication.
• Lead process improvements for compliance and audit requirements.

Skills

Customer Retention

Mentoring

Managed Services

Leadership

Operational Excellence

Azure

Service Management

Escalation Management

Customer Relationship Management

Stakeholder Engagement

People Development

ITIL

Proactive Communication

Audit

Service Delivery

Education

ITIL Certification

PMP/PMT Certification

Cloud Certifications (AWS, Azure)

Job description

Roles & Responsibilities

Overview

The System Manager role ensures unified oversight, accountability, and seamless coordination across security domains, driving operational excellence and aligning cybersecurity operations with organizational strategy. The System Manager will also serve as the point of contact with access to Ensign’s expert bench, orchestrating escalations, system improvements, and customer success outcomes.

This position requires a dynamic leader with a proven track record in IT service delivery, customer relationship management, and operational governance — someone who can unify people, processes, and technology to build a resilient and scalable security ecosystem.

Key Responsibilities

Cybersecurity Operations Command :

• Serve as the central engine for Day 2+ operations, orchestrating activities across all cybersecurity domains.
• Provide unified oversight, execution, and accountability for post-deployment operations.
• Ensure operations are not only maintained but continually improved and strategically aligned with business and IT objectives.

Incident & Escalation Management :

• Manage escalations and outages, ensuring seamless coordination with support teams for timely resolution.
• Act as the single point of contact with reach-back access to Ensign’s subject matter experts and broader cybersecurity bench.
• Govern SLA adherence and ensure service performance meets contractual and organisational standards.

Customer & Stakeholder Engagement :

• Act as a trusted partner for business stakeholders, ensuring transparency and proactive communication.
• Collaborate across teams to align cybersecurity operations with customer and business outcomes.
• Drive continuous service improvement, customer retention, and relationship growth through operational excellence.

Governance & Continuous Improvement :

• Oversee request fulfilment and issue resolution to provide an integrated, end‑to‑end view of operations.
• Support automation efforts, cost optimisation and service compliance while maximising system availability and resilience.
• Lead initiatives to refine operational processes, frameworks, and documentation to meet compliance and audit requirements.

Leadership & People Development :

• Provide mentoring and direction to technical and functional teams, ensuring collaborative success.
• Drive accountability across onshore / offshore delivery teams, enabling continuous growth and performance improvement.
• Build strong relationships internally and externally to support long‑term partnership and innovation.

Qualifications

• Experience : 10+ years in IT / cybersecurity operations, managed services, or system management, with significant exposure to global and enterprise‑scale customers.
• Leadership Skills : Proven ability to lead cross‑functional teams, manage customer success outcomes, and act as the command hub for escalations and operations.
• Operational Expertise : Strong background in service management (ITIL frameworks), SLA governance, escalation handling, and contract lifecycle management.
• Technical Knowledge : Familiarity with enterprise cybersecurity operations, cloud ecosystems (AWS / Azure), and hybrid infrastructure environments.
• Business Acumen : Skilled in account growth, customer retention, and aligning operations with P&L objectives.
• Certifications : ITIL (Foundation / Intermediate / Practitioner), PMP / PMT, and cloud certifications (AWS, Azure) preferred.

Tell employers what skills you have

• Customer Retention
• Mentoring
• Managed Services
• Leadership
• Operational Excellence
• Azure
• Service Management
• Escalation Management
• Customer Relationship Management
• Stakeholder Engagement
• People Development
• ITIL
• Proactive Communication
• Audit
• Service Delivery