IT Operations Manager for Large-Scale IT Service Delivery
1 week ago
We are a global technology, defence, and engineering group with offices across Asia, Europe, the Middle East, and the U.S., serving customers in more than 100 countries. Our diverse portfolio of businesses across the aerospace, smart city, defence, and public security segments uses technology and innovation to solve real-world problems and improve lives.
Our Strategy is Built on Core Values
We prioritise Integrity, Value Creation, Courage, Commitment, and Compassion in our business and culture. These values guide every aspect of our work, from hiring top talent to collaborating with partners and customers.
Overview of Line of Business
Our Training & Simulation Systems business has almost four decades of experience delivering innovative learning, training, and simulation solutions to customers in defence, public safety, and enterprise domains. We aim to create a better future together through learning, training, and simulation.
Join Our Team and Make an Impact
We're seeking an experienced Project Manager, IT Service Operation with over five years of expertise in managing large-scale IT service operations (>60 IT Support Engineers). The ideal candidate will hold at least an ITIL Foundation certification and demonstrate skills in project management, service delivery, and IT support functions. Familiarity with educational technology (edutech) and experience working in a defence environment are highly desirable.
Key Responsibilities:
Lead and manage IT service desk projects from initiation to closure,
Develop and maintain project plans, schedules, and budgets,
Coordinate with cross-functional teams to ensure project deliverables are met on time and within scope,
Monitor project progress, identify risks, and implement mitigation strategies,
Prepare and present project status reports to stakeholders,
Service Operations
Oversee day-to-day IT service desk operations to ensure high-quality service delivery,
Develop and implement service desk policies, procedures, and best practices,
Ensure compliance with ITIL processes and standards,
Manage and resolve escalated service desk incidents and requests,
Analyse service performance metrics and implement improvements,
Team Management
Lead, mentor, and motivate a team of IT service professionals,
Conduct performance reviews and provide professional development opportunities,
Foster a positive and collaborative work environment,
Customer Relationship Management
Serve as the primary point of contact for stakeholders regarding IT service projects,
Establish and maintain strong relationships with customers and clients,
Ensure customer satisfaction through effective communication and problem resolution.
What We Look For
A minimum of five years of experience in IT service management or related roles,
Proven track record of successfully managing IT projects,
Experience in an educational technology (edutech) environment is highly desirable,
Experience working in a defence environment is highly desirable,
Strong project management skills with the ability to manage multiple projects simultaneously,
Excellent understanding of IT service management (ITSM) principles and practices,
Proficiency in ITIL processes, including incident management, problem management, and change management,
Exceptional leadership and team management abilities,
Excellent communication and interpersonal skills,
Strong analytical and problem-solving skills,
Familiarity with IT service desk software and tools,
Knowledge of Cloud infrastructure, network, and End users Computing Devices,
Understanding of cybersecurity principles and best practices,
ITIL Foundation certification is required,
PMP or PRINCE2 certification is a plus.
Why Work With Us?
A cutting-edge technology and architecture environment,
A safe space where diverse perspectives are valued, and everyone's unique contributions are celebrated,
Meaningful work and projects that make a difference in people's lives,
A fun, passionate, and collaborative workplace,
Competitive remuneration and comprehensive benefits.
Estimated Salary: $120,000 - $180,000 per year
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