Senior Manager, IT Service Management - DFS521859 in Singapore at DFS

Date Posted: 3/5/2018

Job Snapshot

Job Description

We are looking for a results-oriented individual who is ambitious, proactive & enthusiastic with experience in successfully driving process & cultural change to serve as the Senior Manager, IT Service Management. The individual will be based in Singapore, reporting to Director, IT Service Management.

Key Responsibilities:
• Lead & owns the ITSM mission, vision, values & outcomes.
• Drives the implementation of new/enhanced ITSM processes & services and owns the resultant outcomes.
• Identifies strategic cross-organizational & functional opportunities to refine DFS ITSM. • Formulate, publish & enforce ITSM policies to meet business objectives. • Provides DFS management direction and control to external vendors delivering service management services to DFS.
• Promote a culture of continuous improvement & customer service excellence through the development of appropriate metrics, SLA’s & KPIs to measure & evaluate technology services and customer satisfaction
• Leads IT customer service center and service delivery managers to deliver a first-rate support service with outstanding customer service, satisfaction and timeliness to the user community.
• Reviews ITSM processes on a regular basis to ensure they remain relevant to the changing working environment.
• Lead monthly/quarterly business/technology management forums to evaluate service quality, identify performance concerns, drive innovation & celebrate successes.
• Ensure all IT Service Management processes, Operational Level Agreements & underpinning contracts are properly documented & accessible.
• Oversees the development & enhancement of ITSM related training & informational materials.
• Management of ITSM services budget.

Key Requirements:
• Bachelor's degree in IT field such as IT management or information systems, computer science, computer engineering, systems engineering.
• Min 4+ years in an ITIL SME leadership role with a track record in improving Service Management disciplines, working with IT vendors, partners and cross-functional teams. • 4+ years experience in the formulation, implementation, management and support of ITSM processes, procedures and policies. • Over 6 years of proven IT Service Management experience in the IT and/or retail industry. • Demonstrable management and leadership skills, with the ability to influence, manage and motivate people.
• Proven experience managing third party vendors to deliver service management services
• Hands-on Service Delivery Manager experience managing & leading IT Operations/Service Management, directing a Service Desk or managing service delivery vendors in a MNC enterprise environment. • Understand software development & deployment methodology standards, including waterfall, agile & DevOps. • Experience in managing outsourcing service onshore/offshore delivery model for Application & Infra Service Delivery implementing customer centric based ITSM processes & procedures. • 3 years in a managerial capacity interacting with executive leadership (e.g Vice President level and above).