EXEO Global Pte Ltd is the global headquarters facilitating the operational and strategic management of overseas subsidiaries for Tokyo Stock Exchange Prime Market listed EXEO Group, Inc in Japan.
The company was established in 2018 in the international trade hub of Singapore to drive the growth of businesses outside of Japan and to invest in new businesses and technologies that would complement the overall Group's offerings. EXEO Global's primary business is in Managed Services and the company currently has subsidiaries in the space of M&E engineering services and ICT infrastructure that have operations globally.
EXEO Global also continually invests in new businesses and technologies that complement the offerings of the Group's companies.
Position Overview:
The Technical Service Manager (TSM) is the primary on-site leader for the Exeo Global managed services team and the main point of contact for customer's ITD. This role is responsible for overall service delivery, operational excellence, team management, and ensuring all services for the Data Centre, Network, Security, and EUC support are delivered in accordance with the strict SLAs outlined in the contract. This role fulfills the customer's requirement for a Technical Operations Manager or Tech Lead.
Key Responsibilities:
Service Delivery & SLA Management:
- Accountable for meeting all service levels, including Data Centre availability Service Desk response times and Incident Resolution times
Team Leadership:
- Directly manage the on-site Network Engineer, IT Security Officer (ITSO), and the EUC Engineers (at WG & WNC), ensuring high performance and professional development
Stakeholder Management:
- Act as the primary operational and tactical interface for customer's ITD. Host regular service review meetings, provide comprehensive reports, and manage all escalations
Operational Oversight:
- Oversee all daily operations, including incident management, problem management, change management, and service requests, ensuring adherence to ITIL processes
Continuous Improvement:
- Proactively identify and recommend service improvements, leveraging AIOps data, performance trends, and user feedback to enhance efficiency and user experience
Reporting:
- Prepare and deliver all required monthly and ad-hoc reports to customer, detailing performance, SLA compliance, security posture, and capacity planning
Vendor Coordination:
- Liaise with third-party vendors (e.g., for hardware warranties, specialized software support) and ensure seamless collaboration with other appointed contractors
Compliance:
- Ensure all operations strictly adhere to customer's security policies and Exeo Global's ISO 27001:2022 framework
Requirements:
Qualifications & Skills:
- Bachelor's Degree in Computer Science, IT, or equivalent
- Required: ITIL v4 Foundation certification
- Preferred: Technical certifications (e.g., Microsoft Azure, VCP, CCNA)
- Proven experience managing IT operations and service delivery in a complex, multi-site corporate environment
- Strong leadership and team management skills. Excellent communication, reporting, and stakeholder management abilities
- Broad technical knowledge of hybrid environments, including: On-premises infrastructure (VMWare, Dell HCI, Windows Server, AD). Cloud platforms (Microsoft Azure)
- Knowledge in Networking (Aruba, Fortinet) and Security (TrendMicro, Vectra) concepts -Demonstrable experience in managing and reporting on stringent SLAs.
