Job Description
Role Mission
Lead and shape StarHub's digital workplace and IT service management strategy, driving an integrated EUC and ITSM ecosystem that delivers exceptional employee experience, operational excellence, and scalable service delivery.
Accountabilities
Strategic Leadership
Define and own the enterprise-wide EUC & ITSM strategy and multi-year roadmap
Act as Head of ITSM, establishing governance, standards, and operating model across BTS/IS
Drive service transformation toward a product-centric, experience-led IT organisation
EUC Leadership
Own enterprise EUC platforms (Google Workspace, devices, collaboration tools)
Drive modern digital workplace initiatives and adoption at scale
Ensure endpoint security, compliance, and resilience
ITSM Leadership
Own end-to-end ITSM framework (Incident, Problem, Change, Request, CMDB, Service Transition)
Establish service governance, operating model, and performance management
Drive ITIL maturity and automation across IT services
Operational & Financial Ownership
Accountable for service performance, SLAs, and vendor ecosystem
Own budgeting, cost optimisation, and value realisation for EUC & ITSM
Lead large-scale managed services and strategic vendors
Responsibilities
Long Description
- Strategy & Transformation
Define and execute integrated EUC + ITSM transformation roadmap
Drive shift from technology operations - experience-led service delivery
Champion automation, AI Ops, self-service, and digital workplace innovation
Align with enterprise architecture, security, and business priorities
- ITSM (Head of Function Scope)
Establish enterprise ITSM governance model across BTS
Define and standardise:
Incident / Problem / Change / Request / Knowledge processes
Own ServiceNow (or equivalent) strategy and optimisation
Drive:
Service integration (SIAM if applicable)
Cross-tower service orchestration
Build service performance dashboards (SLAs, XLAs, experience metrics)
Lead EUC modernisation (GWS, endpoints, collaboration tools)
Own:
Device lifecycle strategy
Digital employee experience (DEX)
Hybrid workplace enablement
Ensure integration with: IAM, Security, Slack, JAMF, Intune, etc.
- Service Experience & Operations
Move from SLA-driven → experience-driven (XLA) service model
Drive improvements in: Employee onboarding , Service responsiveness, Workplace productivity, Reduce incidents and improve service quality at scale
- Vendor & Ecosystem Management
Own strategic vendor relationships (EUC + ITSM managed services)
Define vendor operating model and governance cadence
Drive: SLA compliance , Cost optimisation , Outcome-based performance
- Stakeholder & Business Leadership
Partner with:
HR (employee experience)
Finance (budget & value)
Security (compliance)
Business units (productivity needs)
Act as single point of accountability for IT service experience
- Organisation & Capability Building
Build and lead high-performing EUC & ITSM teams
Define future capabilities:
Automation / AI Ops
Service design
Experience management
Develop leadership bench for service management function
