Travel Retail - IT Operations and Delivery Manager

Shiseido; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Shiseido Travel Retail in Singapore seeks a seasoned IT Operations Manager to oversee daily IT operations, drive enterprise service management, and align technology with business growth. You will lead a team, partner with vendors, and deliver IT initiatives from planning through to handover.

The role requires strong ITIL/ITSM experience, ERP/SAP knowledge, and cross-functional collaboration across global teams. On-site role with regional responsibilities in a dynamic beauty retail environment.

Qualifications

• 6+ years in IT operations management within a global multinational organisation.
• 3+ years leading a technical team.
• Strong ITSM practice with ITIL Foundation v4 or equivalent.
• Proven track record delivering technical projects in enterprise environments.
• Solid understanding of ERP systems (SAP), Microsoft 365, Intune, and related infrastructure.

Responsibilities

• Lead IT operations and service management to ensure high availability and performance.
• Escalation point for IT issues with timely resolution.
• Oversee incident, problem, change, and SLA governance.
• Support backup, disaster recovery, and business continuity planning.
• Manage IT assets, software licensing, and capacity planning.

Skills

IT operations leadership

ITSM ITIL v4

Vendor management

Cross-functional collaboration

Incident management

Education

Bachelor's degree in Information Technology

PMP/PRINCE2/Agile Certification

Tools

SAP ERP

Microsoft 365

Intune

Networking infrastructure

Job description

Founded in 1872, Shiseido is a global beauty company operating in approximately 120 countries and regions around the world. Our corporate mission: BEAUTY INNOVATIONS FOR A BETTER WORLD.

Based in Singapore, Shiseido Travel Retail is Shiseido's global duty-free business which specializes in accelerating the growth of Shiseido's brands to travellers and includes operations in airports, downtown stores, border shops, airlines, and ferries. Our portfolio includes skincare brands SHISEIDO, Clé de Peau Beauté, IPSA, ANESSA, THE GINZA, Drunk Elephant, and ELIXIR; makeup brand NARS; and fragrance brands narciso rodriguez and ISSEY MIYAKE PARFUMS.

MAIN PURPOSE

Reporting to the Senior Manager, TR ICT, you are responsible for overseeing, maintaining, and elevating our technology infrastructure, system availability, and IT service delivery in Singapore. You will lead daily IT operations and the team that delivers them, while applying structured project management methodology to deliver IT initiatives from planning through to handover.

You will act as the bridge between technical support teams, vendors, and business stakeholders, ensuring our technology ecosystem is resilient, secure, and aligned with organisational growth.

KEY RESPONSIBILITIES

IT Operations & Enterprise Service Management

• Provide leadership, guidance and operational oversight to the service desk to ensure effective and consistent IT service delivery to the business.
• Act as the key escalation point for all IT issues to ensure full resolution in a timely manner.
• Review incidents ensuring root causes and appropriate corrective actions are addressed within agreed SLAs.
• Establish and maintain governing processes for Incident, Problem, Change, and Service Level Management.
• Support EUD backup, disaster recovery and business continuity planning, including regular testing and maintenance of documented recovery procedures.
• Manage IT asset and hardware lifecycle, software licensing, and capacity planning to keep pace with business demand.

IT Project Management

• Drive delivery of IT projects, managing scope, timelines, and alignment with stakeholder expectations and organisational objectives.
• Manage cross-functional collaboration to bring deliverables to successful completion.
• Review infrastructure architecture, security and operations requirements to ensure secure, supportable and fit-for-purpose outcomes.
• Identify project and operational risks, develop mitigation strategies, and deploy appropriate controls to maintain quality, reliability, and compliance with organisational standards.

Security & Compliance

• Partner with global and regional Cybersecurity teams to ensure IT systems comply with security standards, audit, and other applicable requirements.
• Ensure IT Operations align with IT policies, standards, governance and security requirements.
• Manage relationships with external and internal technology vendors, service providers, systems integrators, and other technology partners, holding them to agreed SLAs and contract terms.
• Support procurement and RFP processes, contract renewals and negotiations, and ongoing cost optimisation.

REQUIREMENTS

• Bachelor's degree in Information Technology or equivalent
• 6+ years of experience in IT operations management within a global multinational organisation, including 3+ years leading a technical team
• Strong grounding in ITSM practice, with ITIL Foundation v4 certification or equivalent demonstrable process experience
• Proven track record of delivering technical projects in enterprise environments, applying a structured delivery methodology
• Solid understanding of enterprise software (ERP systems like SAP, Microsoft 365, Intune, and others), and systems and network infrastructure
• Strong project and team leadership, vendor and subcontractor management, operational risk management, and stakeholder communication skills
• Demonstrated ability to run operations and project delivery concurrently, balancing competing priorities under operational pressure
• Excellent verbal and written communication skills, and comfortable working across multicultural technical and business teams
• Participation in on-call rotation for business-critical incidents, and availability for scheduled after-hours change windows
• Preferred: PMP, PRINCE2, or Agile/Scrum certification, and experience operating across multiple sites or in a regional support model