We are seeking an experienced IT Operations Manager, AI & Automation, with strong managed services leadership, to oversee and manage the end-user computing environment. The ideal candidate will ensure the stable, secure, and efficient delivery of IT services supporting end-user needs, while leveraging AI-enabled insights and automation to drive continuous service improvement and enhance the overall customer IT experience.
Key Accountabilities:
- Experience in managing multiple workplace projects ranging from 3000 to 9000 end user environment
- Provide solution and improve operation process for workplace managed service project
- Possess the workplace operation know-how to operate onsite, service desk and understand the deliverables
- Responsible for SLA and service management
- Manage and coordinate urgent and complicated support issues. Act as the escalation point for all requests and incidents
- Determine the root cause and ensure proper communication to customers and incident report
- Drive ticket deep dive on issues and develop strategies for improvement
- Well versed in Asset management framework with experience in managing large volume of endpoint devices
- Manage weekly and monthly meetings with the team
- Conduct monthly reporting to customer and Fujitsu stakeholders
- Continuous service improvement with 5% YoY on cost optimization
Qualifications:
- Education: Bachelor's degree in information technology, Computer Science, or a related field.
- Experience: Minimum of 10 years of experience in IT operations, with at least 5 years in a managerial role, including driving Digital Employee Experience (DEX) initiatives. Critical thinking management
- Technical Skills: Proficiency in managing end-user computing environments, including hardware, software, and network systems.
- Leadership Skills: Strong leadership and team management skills, with the ability to motivate and guide a team.
- Problem-Solving: Excellent problem-solving skills and the ability to troubleshoot complex IT issues.
- Communication: Strong communication skills, with the ability to explain technical concepts to non-technical users.
- Certifications: Relevant certifications such as ITIL, CompTIA A+, or Microsoft Certified: Microsoft 365 and Power BI are a plus.
Preferred Skills:
- Experience with asset management frameworks and practices, including lifecycle management, inventory accuracy, and optimisation using data-driven and AI-assisted insights.
- Knowledge of automation tools and techniques, including AI-enabled automation, intelligent workflows, and the use of AI-assisted analytics to improve operational efficiency and service outcomes.
- Experience in applying AI-assisted analytics to identify incident patterns, predict service demand, and support proactive IT operations.
- Familiarity with AI-enabled self-service and virtual support capabilities, such as chatbots or intelligent knowledge systems, to improve end-user experience and reduce support workload.
