Manager, Information Technology

Job DescriptionEnterprise Service Management Process OperationalizationAnalyze, design, implement and improve Enterprise Service Management processesCollaborate with stakeholders to ensure processes are aligned with business goals and ITIL best practicesDevelop process documentation, workflows, and training materials to support adoption and complianceCross-functional engagement with IT Operations, Service Desk, and Application teamsOwnership of the operational relationship with third party vendor or Service Provider for Enterprise Service ManagementTo work on the definition of sourcing and management of IT servicesTo develop and drive best practice in service desk operations within Keppel group globally by use of consistent tools, processes and communicationsProvide a single point of contact to third party vendor or Service Provider for the provision of service desks services into KeppelMonitor quality of delivery from service provider and ensure services are delivered as per SLAsCarry out formal quarterly reviews of service provider performanceApplication Platform AdministrationAdminister and maintain the application platform, ensuring optimal performance, resiliency and reliabilityPerform routine platform upgrades, patching, and health checksCarry out service improvement initiatives based on feedback from stakeholdersManage project activities relating to the above including engagement with potential third-party service providers and internally with existing Service Management and support organizationsApplication Platform Enhancement & DevelopmentGather and analyze business requirements to design and implement enhancements on the application platform, across functionalitiesWork with developers to build custom applications, integrations, and automation solutionsConduct UAT and coordinate deployment of new features and enhancementsContinual Service Improvement (CSI)Identify opportunities for process and platform optimization through data analysis and stakeholder feedbackDefine and track KPIs and metrics to measure service performance and improvement outcomesLead CSI initiatives and ensure alignment with strategic IT objectivesJob RequirementsRequired skills:Experience with Service Management platforms (e.g. BMC, ServiceNow, JIRA, etc)Minimum 3–5 years of experience in a Business Analyst role with a focus on Service ManagementStrong understanding of ITIL framework and its practical applicationExcellent analytical, communication, and stakeholder management skillsExperience with Agile methodologies and toolsFamiliarity with reporting and dashboard creation/enhancementServiceNow certifications (e.g. Certified ServiceNow System Administrator)ITIL v4 Foundation certifiedSoft SkillsAbility to lead workshops and training sessionsAbility to work in a High-Performance IT organizationAbility to break down complex problems and identify root causesAbility to evaluate multiple solutions and recommend the most effective approachThorough in documentation, testing, and process designFocused on delivering value and improving user experienceProactive in identifying issues and driving solutions independentlyProactive in identifying issues and driving solutions independentlyBUSINESS SEGMENTCorporatePLATFORMOperating Division