Responsibilities
Team Introduction
Our team is committed to using technology to provide employees with safe and reliable IT Services, including network system services, security services and computer software and hardware services. At the same time, it pays attention to IT service users' experience, operation efficiency enhancement, and builds IT output capabilities for internal and external products through innovative technologies.
We are seeking a dynamic and experienced IT Service Management (ITSM) Manager to lead and evolve our IT Service Management framework with the capability to oversee operations of the IT Service Desk team. This role is pivotal in ensuring consistent, high-quality end-user support and driving continuous improvement through ITIL-aligned processes, automation, and user-centric service strategies. Experience in managing outsourced service providers, and building strong vendor partnerships to deliver efficient and scalable IT services.
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Responsibilities
- Own and drive the maturity of ITSM processes including Incident, Request, Problem, Change, Knowledge, and Asset Management
- Manage and enhance the ITSM platform to support workflow efficiency, reporting, and automation
- Monitor and improve service metrics (SLA, CSAT, MTTR) to ensure high-quality service delivery
- Lead service improvement initiatives and root cause analysis for recurring issues
- Establish governance and compliance with IT policies, processes, and knowledge documentation
- Champion ITIL best practices and conduct regular training sessions for internal teams
- Ensure timely resolution of incidents and requests across all ticketing support channels
- Develop and maintain a knowledge base and self-service portal to enhance resolution time
- Work closely with internal IT teams and business units to understand and address support needs
- Analyze ticket trends and lead initiatives to reduce ticket volume through self-service, automation, and problem management
- Manage third-party service providers and outsourced support teams, ensuring performance against contracts and SLAs
- Lead vendor selection, contract negotiation, onboarding, and relationship management
- Monitor and evaluate vendor performance through scorecards, review meetings, and continuous improvement initiatives
Qualifications
Minimum Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field
- At least 2+ years of experience in IT Service Management and/or IT Service Desk leadership
- Hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Management, Freshservice)
- Proven ability to lead support teams and manage high-volume, fast-paced service environments
- Strong analytical, communication, and stakeholder engagement skills
- Experience with service improvement planning and execution
- Proven experience managing outsourced IT services and vendor relationships
Preferred Qualifications
- Strong knowledge of ITIL framework (ITIL v4 certification required)
- Familiarity with automation or AI technologies in IT support (e.g., virtual agents, ticket categorization, RPA)
- Experience supporting both remote and hybrid work environments
- Understanding of IT asset management (ITAM) practices
- Project management skills or certification (e.g., PMP, Agile) is a plus