Savills Singapore is a leading real estate firm offering various services, including advisory, brokerage, investment sales, and property management for residential, commercial, and industrial sectors and is known for its expertise in areas like branded residences and collective sales, and it serves as a comprehensive real estate partner for clients in Singapore and the wider Asia Pacific region.
We are seeking an experienced IT Operations and Support Manager to lead and manage all business-as-usual (BAU) IT operations in our Singapore office. This role will work in close collaboration with the IT Project Managers but will be primarily responsible for ensuring the smooth delivery of core IT services and support functions.
Key Responsibilities:
End-User Support & Service Delivery
- Lead deskside support operations to ensure timely and effective resolution of hardware, software, and connectivity issues.
- Manage application support for business systems, ensuring performance, good adoption, reliability, and user satisfaction.
- Oversee system access, onboarding, and training to ensure users are equipped to leverage available technologies effectively.
Business Engagement & Technology Enablement
- Partner with business teams across departments to understand operational challenges and identify opportunities to streamline workflows using existing technologies.
- Conduct regular engagement sessions with stakeholders to promote awareness and adoption of IT tools that enhance productivity and efficiency.
- Act as a technology advocate, helping teams extract maximum value from available platforms and systems.
- Coordinate with the Project Managers Team where new technology may be required to enhance business productivity.
Service Management & Governance
- Implement and maintain IT service management practices aligned with ITIL and Savills group standards, including incident, problem, change, and asset management.
- Monitor service performance and user satisfaction, driving continuous improvement initiatives.
- Conduct regular IT reviews and audits to ensure compliance with internal governance frameworks and the Group's IT Minimum Standards policy.
Vendor & Partner Management
- Take ownership of local vendor relationships, including contract negotiation, performance monitoring, and service quality assurance.
- Ensure vendors meet agreed SLAs and deliver consistent value to the business.
- Coordinate with Regional IT for Singapore's requirements as part of global agreements.
Regional Collaboration & Best Practice Adoption
- Work closely with Regional IT teams to align local operations with group-wide standards and strategic initiatives.
- Share insights and contribute to regional forums to promote best practice adoption and innovation across the Asia Pacific region.
Team Leadership & Development
- Lead and mentor the Singapore IT support team, fostering a culture of accountability, service excellence, and continuous learning.
- Ensure the team is equipped with the skills and tools needed to support evolving business needs.
Budget and Cost Management
- Manage the local IT operations budget, ensuring cost-effective delivery of services and alignment with financial targets.
- Track and report on IT spend, identifying opportunities for cost optimisation without compromising service quality.
- Collaborate with Business Units, Singapore Finance and Strategy teams to forecast future IT needs and secure appropriate funding.
- Ensure transparency and accountability in all IT-related expenditures, including vendor contracts and licensing.
Candidate Profile
- Minimum 5 years experience in managing IT operations and support teams.
- Proven track record in delivering reliable and efficient IT services.
- Strong understanding of ITIL frameworks and service management principles.
- Excellent communication and stakeholder management skills.
- Experience working in a regional or multi-office environment is a plus.
Desirable Attributes
- Proactive and solutions-oriented mindset.
- Ability to manage multiple priorities and drive continuous improvement.
- Familiarity with enterprise applications and infrastructure in a corporate setting.
