Location: Changi Airport
Employment Type: Contract (1 Year, Renewable)
Summary of the role
To lead, manage, drive the Operations/Projects for each of client's Managed Services outsourcing client assigned.
Responsibilities
- Manage all aspects of day-to-day IT service delivery and support for assigned client accounts
- Work closely with internal operational teams across all service lines to ensure effective service delivery
- Ensure Incident Management processes are followed, including proper escalation, notification, and resolution
- Lead and coordinate Root Cause Analysis (RCA) and Post Incident Reviews (PIR) to prevent recurrence of issues
- Monitor and manage service performance against SLAs, ensuring issues are prioritized and escalated appropriately
- Coordinate Change Management activities as required
- Identify, implement, and drive service improvement initiatives to enhance customer satisfaction
- Forecast resource demand and plan workloads to support efficient end-to-end service delivery
- Take accountability for service issues and prioritization of work requests for assigned clients
- Collaborate with internal teams to integrate new, enhanced, and existing service offerings
- Provide reporting and trend analysis to support proactive service improvements and client operations
- Analyse client technical environments (server, network, database) and provide relevant technical inputs
- Understand client systems and drive continuous improvement and enhancement initiatives
- Support delivery beyond BAU services, including contributions to additional service opportunities
Requirements
- Bachelor's Degree in IT, Computer Science, Information Systems, Business IT, or equivalent
- 5-6 years of experience in IT outsourcing / managed services
- Strong understanding of IT service delivery, operations coordination, and infrastructure (servers, networks, storage, cloud - AWS/Azure/GCP)
- Experience in project management and stakeholder / people management
Preferred:
- ITIL v4 Foundation, PMP or equivalent
- Basic cybersecurity and compliance knowledge
- Experience with monitoring tools (e.g., SolarWinds, Splunk)
