Senior Manager / Asst. Director (End User Computing / ITSM)(2-year contract)
Maritime and Port Authority of Singapore
- Singapore
- Permanent
- Full-time
- Strategy Development: Develop and implement strategic plans for IT service management and end-user computing devices, aligning them with overall MPA goals and objectives.
- Team Leadership: Provide strong leadership, mentorship, and guidance to the ITSM and EUC team, fostering a collaborative and high-performance culture, and promoting professional development opportunities.
- Establish and maintain effective IT service management processes, including incident management, problem management, change management, and service level management, to ensure the delivery of high-quality IT services to internal stakeholders.
- Oversee the selection, deployment, and management of end-user computing devices, such as desktops, laptops, mobile devices, and peripherals, ensuring optimal performance, security, and user experience.
- IT Service Desk Management: Lead and manage the IT service desk team, ensuring efficient and effective handling of user inquiries, incident resolution, and service request fulfillment, while maintaining high levels of customer satisfaction.
- Drive modernisation of the workplace environment to increase productivity & efficiency and support in the digital transformation journey
- IT Governance and Compliance: Ensure ITSM and EUC practices comply with IM8 and CSA, security standards, and internal policies, taking appropriate measures to mitigate risks and ensure data protection.
- Drive the adoption and adherence to ITIL (IT Infrastructure Library) best practices and standards in IT service management processes, promoting continuous improvement and service excellence and operational effectiveness.
- Manage all IT assets and configurations of the infrastructure and services to ensure that they are all accounted for, which will facilitate effective and efficient change management and problem management activities.
- Ensure incidents and requests are met and delivered within SLAs
- Perform root cause analyses to eliminate underlying problems of high impact incidents and/or prevent recurrence of incidents.
- Background in a relevant field with at least 10 years of working experience, and at least 3 years in a leadership capacity
- Minimum 5 years of practical experience with leadership qualities in IT Service Management (EUC) in medium or large organization with cross functional teams
- At least 3 years of working experience as a practitioner minimally in the following ITIL processes:
- Extensive experience in IT Service and IT Project Management.
- Excellent understanding of end-user computing technologies (Windows, Active Directory, Azure AD, O365, VDI), including desktops, notebooks, mobile devices and productivity software.
- Strong understanding in managing collaboration tools (Office 365, Video Conferencing, Telephony) for the employees.
- Strong experience and independent in handling and supporting senior management users (including Management Committee members) and internal senior managers
- Experience with public service sector or GLC and possesses ITIL / PMP Certification is a plus