Principal Manager, EUC & Digital Workspace

Job Role

The Principal Manager, EUC & Digital Workspace, supports the Deputy Director in the planning, delivery, governance and continual improvement of NTUC's end-user computing and digital workplace services across NTUC, e2i and supported organizations.

The role is accountable for assigned service domains spanning Microsoft 365 and collaboration, endpoint and mobile-device engineering, device and software lifecycle, workplace identity and access, meeting-room technologies, service experience and operational support. The person will coordinate internal teams and service providers to deliver secure, reliable, and supportable workplace services.

The person is expected to be hands-on, service-oriented and outcome-focused, and able to lead projects and changes from planning through implementation, production transition, adoption and benefits review.

Responsibilities

• Lead assigned EUC and Digital Workspace services, including service planning, operational governance, continual improvement, risks, dependencies and measurable outcomes.
• Apply strong working proficiency across Microsoft 365, Teams, SharePoint, OneDrive, Exchange Online, collaboration services and related administration and governance.
• Lead assigned endpoint and mobile-device capabilities, including Intune, Autopilot, Windows, mobile devices management, compliance policies, security baselines, patching, application packaging, browser, print and scan services.
• Coordinate device lifecycle activities covering demand planning, procurement support, deployment, refresh, inventory accuracy, stock and spares, recovery, lease return and secure disposal.
• Coordinate joining, movement and leaving workflows for workplace accounts, devices, access and license allocation with Human Resources, service operations, Cybersecurity and relevant system owners.
• Oversee assigned workplace support arrangements for offices and other supported locations, including deskside support, meeting rooms, audio-visual services, dispatch, escalation and service continuity.
• Define and maintain service documentation, operational standards, runbooks, knowledge articles, support models, escalation paths and acceptance criteria for transition into production.
• Work with ITSH and service providers to improve EUC service-catalogue items, request fulfilment, incident and problem management, knowledge, service levels, user communications and self-service.
• Analyze service data, endpoint analytics, user feedback and operational performance measures to identify recurring issues and improve reliability, employee experience, automation and cost effectiveness.
• Coordinate internal teams and external providers, including service reviews, SLA and KPI tracking, escalation, remediation, contract deliverables, operational risk and performance improvement.
• Lead assigned workplace technology projects such as device refresh, workplace platform upgrades, office moves, collaboration rollouts, security remediation and digitalization initiatives.
• Develop business cases, project plans, implementation approaches, cost estimates, risks, benefits, testing, change, communications, training, transition and post-implementation review for assigned initiatives.
• Ensure assigned services and changes take account of PDPA, cybersecurity, data residency, records management, accessibility, audit and organizational risk requirements.
• Support asset and software governance through accurate records, license allocation and reclamation, reconciliation, audit evidence and lifecycle controls.
• Lead project teams and multidisciplinary professionals, establish clear priorities and delivery expectations, and build capability through coaching, cross-training and structured knowledge transfer.
• Support senior leaders during major incidents, operational escalations and service continuity events affecting EUC and Digital Workspace services.
  
  

Requirements

• Degree in Computer Science, Information Technology, Information Systems or equivalent discipline.
• Minimum five years of relevant IT experience, including experience leading project teams, service workstreams or multidisciplinary professionals.
• At least five years of experience delivering and improving enterprise EUC or Digital Workplace services in an ITSM-driven environment.
• Strong working knowledge of Microsoft 365 and collaboration services, endpoint management, Windows and mobile-device environments, device lifecycle, application deployment and workplace support.
• Experience governing outsourced or vendor-delivered workplace services, including performance management, escalation, operational acceptance and continual improvement.
• Working knowledge of ITIL practices, including incident, request, problem, change, release, knowledge, asset and service-level management.
• Good working knowledge of PDPA, cybersecurity, audit, operational risk and control requirements relevant to workplace technology and end-user data.
• Strong project and change management capabilities, with experience delivering technology rollouts, organizational adoption and production transition.
• Ability to develop business cases, assess financial and operational impact, manage approved budgets and vendors, and present recommendations to senior management.
• Strong analytical, customer service, stakeholder management, communication, negotiation and decision-making skills.
• Ability to support multi-location operations and coordinate across internal teams, vendors and business stakeholders under operational time pressure.
  
  

Advantageous Experience

• Experience with Microsoft Intune, Windows Autopilot, endpoint analytics, digital experience monitoring, proactive remediation or self-healing capabilities.
• Experience governing Microsoft 365, Teams, SharePoint, OneDrive, Exchange Online, Teams Rooms, Copilot or other employee-productivity services.
• Experience implementing workplace or endpoint capabilities from concept through testing, production transition, adoption and post-implementation benefits review.
• Experience supporting multi-location operations, major device refresh programmes, office relocations or workplace modernization initiatives.
• Relevant certifications in Microsoft 365, endpoint management, ITIL, project management or related disciplines.
  
  

We regret to inform that only shortlisted candidates will be contacted.