Roles & Responsibilities

To apply, It will be great if you could share your CV to hoonteck.tan@randstad.com.sg. Alternatively, you can apply at https://lnkd.in/gs_RftfZ

• Autonomy to make key decision relating to IT Services across the Region
• Team leadership role

About the company

Our Client is an established MNC with offices across the globe. As part of their expansion plan in Singapore, they are now hiring for a IT Service Delivery Manager / IT Support Manager / Helpdesk Manager/ EUC Manager to join their team.

About the job

Reporting directly to the Global Head of IT, your role involves:

• Lead a team of IT Service Analysts, ensuring the users from Asia and Europe are well supported
• Develop and implement service delivery processes, best practices, and SLAs to enhance client satisfaction and operational efficiency.
• Collaborate with cross-functional teams to resolve complex technical issues and ensure timely resolution.
• Handle escalated customer issues and ensure they are resolved promptly and to the customer's satisfaction.
• Monitor service performance metrics and generate reports to track team productivity, user satisfaction, and service quality.
• Proactively engaging on all high priority incidents, identify under-reported issues and flag potential. This includes reviewing closed tickets are closed with root cause analysis and preventive action
• pitfalls. This includes conducting period (weekly and monthly) service operation meetings
• Enhancing IT processes and workflows pertaining to incidents, significant escalations, service request management, change management, asset management, and problem management
• Identifying areas for process improvement and drive initiatives to enhance the overall customer support experience.

Skills and experience required
As a successful applicant, you will have at least 8 years of experience in IT Service Management. At least 3 years of experience managing a team. Provide track record in managing external vendors is required for this role.

Experience with Cyber Security, IT Risk and IT Governance will be highly preferred.

Whats on offer
This is an excellent opportunity to join a established company as their in-house IT Service Manager. You will get the opportunity to lead a team and make key decision for IT Services across the region.

To apply online please use the 'apply' function, alternatively you may contact Hoon Teck TAN. (EA: 94C3609/ R1219669)

To apply, It will be great if you could share your CV to hoonteck.tan@randstad.com.sg. Alternatively, you can apply at https://lnkd.in/gs_RftfZ (EA: 94C3609/ R1219669)

Tell employers what skills you have

Information Security
IT Service Management
Process Improvement
Cyber Security
IT Governance
Team Leadership
Problem Management
ITIL
IT Management
Stakeholder Management
Vulnerability Assessment
Service Delivery