IT Operational Excellence Manager

2 weeks ago


Singapore SAGL CONSULTING PTE. LTD. Full time

Objective:

Ensure operational excellence, process optimization, and resilience in IT infrastructure and operations across 28 locations. Drive efficiency, quality, and customer satisfaction while aligning operational practices with organizational goals.

Responsibilities:

Operational Stability Strategy:

  • Plan and execute regional IT infrastructure strategy aligned with company objectives.
  • Define and standardize operational processes to enhance service level agreement achievement.
  • Identify optimization opportunities and implement continuous improvement strategies.
  • Establish key performance indicators (KPIs) to measure process effectiveness and efficiency.

Operational Stability Development:

  • Conduct regular assessments and audits to identify improvement areas.
  • Develop and implement operation stabilization strategies to mitigate operational risks.
  • Integrate Products into services for Continuous Service Improvement.

Incident/Problem Management:

  • Participate in major incidents and coordinate resources for resolution.
  • Conduct postincident reviews and root cause analysis.
  • Handle incident escalations and oversee change management processes.

Reporting and Continuous Improvement:

  • Communicate global IT strategies and directions.
  • Assist in request handling and collaborate with stakeholders.
  • Report to governance teams for Service Management topics.

Cross-Functional Collaboration and Communication:

  • Liaise with crossfunctional teams to ensure alignment.
  • Collaborate with various teams to meet operational expectations.

Qualifications:

  • 510 years of experience in process improvement or operational excellence.
  • Strong project management and leadership skills.
  • Certifications in process improvement methodologies and ServiceNow are advantageous.
  • Good understanding of digital infrastructure and emerging trends.

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