Technical Service Lead

STARHUB LTD.; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

STARHUB LTD. is seeking an onsite IT Operations Lead to oversee service delivery, monitor performance, and ensure compliance with SLAs and SOPs.

The role includes coordinating with the Service Delivery Manager and customer teams to drive service quality, implement improvements, and manage IT assets throughout their lifecycle. The ideal candidate has a strong ITSM background, 5+ years in IT outsourcing, and expertise in EUC, systems, networks, Windows OS, and PowerShell.

Qualifications

• Bachelor degree in IT/Information Systems/CS or related field
• ITIL 3 or 4 Foundation certification preferred
• 5+ years IT outsourcing experience with proven track record
• Broad understanding of EUC, System and Network technologies
• Strong Windows OS knowledge and PowerShell scripting

Responsibilities

• Lead onsite operations and report to Service Delivery Manager
• Review and monitor tasks to ensure adherence to standards and SLAs
• Monitor team performance and provide guidance
• Organize meetings and trainings to improve SOPs and SLA compliance
• Identify weaknesses through regular operations checks and strengthen them
• Collaborate with Service Delivery Manager and customer resolver group on quality improvements
• Submit regular reports to Service Delivery Manager and customer management
• Provide solutions to complex IT issues escalated by team members
• Suggest technologies to meet business demands
• Perform staff performance appraisals and develop improvement strategies
• Analyse and introduce new service improvement ideas
• Manage staff movement and track attendance and activities
• Perform additional tasks as assigned to ensure customer satisfaction
• Implement and execute SOPs to maintain customer satisfaction
• Lead daily IT Asset Management operations including lifecycle processes
• Conduct asset checks, reconciliation, and discrepancy investigations
• Drive governance and operational efficiency through process improvements

Skills

IT outsourcing

EUC

System

Network

Windows OS

PowerShell Script

IT Services Management

Customer service focus

Interpersonal skills

Analytical thinking

Problem solving

Education

Bachelor Degree in Information Technology/Information System/Computer Science

ITIL Foundation Certified (ITIL 3 or 4)

Tools

PowerShell Script

Job description

Responsibilities

• Dedicated onsite Lead reporting to Service Delivery Manager
• Regularly review and monitor tasks (completed and ongoing) to ensure compliance with standards and ensure customer SLA are met
• Monitor all team members’ performance and provide necessary advice and guidance
• Organize regular meeting and trainings to share with team members new techniques and methods to fulfil the SOP’s and SLA requirements
• Perform regular check of the operations to discover areas of weaknesses and fortify them
• Work alongside with the Service Delivery Manager, Service Desk Lead and customer resolver group on the service quality and improvement plan
• Submit reports on a regular basis to the Service Delivery Manager and customer management
• Provide solution to any complex IT issues escalated by the team members
• Suggest appropriate technologies to customer to be adopted to meet present and future demands of the business
• Perform regular appraisal of team member’s performance and devise strategies to help with improvement
• Analyse and provide new ideas for service improvement
• Manage staff movement and keep track of daily attendance and activities
• Perform other task that may be assigned by the Service Delivery Manager to fulfil customer satisfaction
• Implement and execute the SOP ensure customer satisfaction
• Lead and oversee daily IT Asset Management operations, ensuring accurate tracking, ownership, and documentation of all IT assets
• Ensure proper implementation of asset lifecycle processes including asset receipt, tagging, deployment, movement, recovery, and disposal
• Conduct regular asset checks, reconciliation checks, and discrepancy investigations
• Drive improvements in asset management processes, controls, and documentation to strengthen governance and operational efficiency

Requirements

• Bachelor Degree in Information Technology/Information System/Computer Science.
• Business IT or other relevant disciplines.
• ITIL 3 or 4 Foundation Certified.
• More than 5 years IT outsourcing experience with proven track records preferred
• Possess a full and broad understanding of services including EUC, System and Network technologies.
• Technical knowledge in IT technology (EUC, System, Network, Backup/Restore).
• Strong Technical knowledge in Windows OS, Power Shell Script, etc.
• IT Services Management experience.
• Strong customer service focus. Self-motivated and pro-active in resolving issues and identifying new opportunities on the account.
• Effective interpersonal skills, both written and presentation.
• Strong analytical and problem solving skills, combines with the ability to provide quick resolution to problems.