it service operations lead/manager (itsm) in singapore

posted
job type
permanent
salary
S$ 8,000 per month
apply now

job details

posted
location
singapore
job category
information technology
job type
permanent
salary
S$ 8,000 per month
reference number
90M0345511_1525225286
phone
00 00
apply now

job description

IT Service Operations Lead, Manager


About the company
Our client is a leading global biotechnology organization, headquartered in the United States and investing it’s presence in Asia Pacific. Surrounded by collaborative colleagues, you’ll have the support and opportunities that only a global leader can give you. Their respected, growing organization has an exceptional strategy for the near term and beyond. You will be part of a diverse strong team, and will be surrounded by individuals with significant contributions to the biotech world.

About the team

You will be sitting within the IT department that enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. The objective of the position is for you to oversee a number of key functions within the business across Asia Pacific region.



About the role
This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard. On a day to day basis, your role includes:

Service Management:

  • Maintain high performing service support functions including and IT Service Desk, Desktop Support and VIP Support.
  • Owner of the Incident, Request, Asset Management and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
  • As owner of the escalation process the Service Management Lead will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed
  • Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
  • Drive internal and third party service review meetings covering performance, service improvements, quality and processes


Meeting Support:

  • Deliver excellent Presentation and Audio Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability
  • Ensure that training services are in place to educate colleagues on how to use O365 toolsets and collaboration technology effectively


Performance & Quality:

  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
  • Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
  • Provide regular and accurate management reporting on IT Service performance
  • Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments


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Qualities and Skills required

Essential:

  • Able to demonstrate the ability to undertake the above responsibilities
  • A passion for Service Improvement
  • Experienced Service Management professional
  • ITIL Qualified
  • Previous experience as a Team Lead or demonstrable experience in leading virtual teams
  • Experience of managing 3rd parties and 3rd party delivered services
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
  • Expert knowledge of ITIL disciplines
  • Excellent leadership and people management skills
  • Excellent written and verbal communication skills
  • Willingness to support and mentor junior staff
  • Excellent customer facing/customer service skills
  • Able to work under pressure and meet deadlines
  • Able to demonstrate a high degree of flexibility including shift and out of hours working
  • Excellent organizational skills
  • Able to manage sensitive and sometimes confidential information
  • Self-motivation and able to take responsibility
  • Able to manage and prioritize and tasks and time efficiently
  • Able to demonstrate initiative and a proactive approach to daily tasks


To apply online please use the 'apply' function, alternatively you may contact Melissa at melissa.low(at)randstad.com.sg

(EA: 94C3609/ R1109259)