IT Service Management Leader

3 weeks ago

Singapur, Singapore Singapore Airlines Full time

Job Summary

We are seeking a highly skilled IT Service Management Leader to join our team at Singapore Airlines. As a key member of our IT Service Management Ops leadership team, you will play a critical role in ensuring operational stability and service delivery excellence.

Key Responsibilities:

  • Lead the swift service recovery from complex incidents and manage disaster recovery to ensure high service availability and customer satisfaction.
  • Transform and drive operational excellence and system resilience by proactively preventing defects and eliminating inefficiencies in current processes.
  • Continuously review the governance and processes of IT Service Management, proposing improvements or new methods to maintain operational agility and stability.
  • Provide technical leadership and training to ITSM teams, including offshore resources, and mentor them in their professional development.
  • Align ITSM ITIL practices with various IT teams to prepare them for operational readiness, and manage changes and incidents to maintain efficient service delivery and system resilience.
  • Develop technical talent and leadership in the team through upskilling programs and continuous feedback.
  • Take accountability for service delivery performance, meeting customer expectations, and driving future demand.

Requirements:

  • Possess a degree in Information Technology or related fields with Infrastructure Library (ITIL)/Service Integration and Management (SIAM) certification.
  • At least 8-10 years of relevant experience in IT Infrastructure Operations and IT Service Management, inclusive of at least 3 years in a leadership role.
  • Proven proficiency in utilizing Agile methodologies for operations management.
  • Certification in Business Continuity Management (BCM) is preferred but not mandatory.
  • Knowledge and hands-on experience with the ServiceNow Platform are preferred, with certifications in ITSM CAS, CAD, or CIS considered a bonus.
  • Familiarity with network and cloud technologies (public, private), including Linux, Wintel, VMware, and DevOps.
  • Proficiency in collaboration tools such as Microsoft Teams, Sharepoint, JIRA, and Confluence, and monitoring/orchestration platforms like ScienceLogic, Splunk, and APM.
  • Ability to provide strategic direction and leadership to the service management team and influence management decisions with technical insight.
  • Build and lead teams to maximize strengths and identify development areas, integrating automation and AI capabilities/solutions.
  • Thrive in independent and team-based, hybrid environments with a mix of insourced and outsourced operational delivery.
  • Engage stakeholders as an advocate for operational resilience, excellence, and standards, driving best practices across work streams while incorporating automation and AI.
  • Balance and manage multiple priorities in a fast-paced, growing environment, ensuring effective balance and prioritization in a fast-paced, rapidly growing environment.
  • Navigate and escalate complex, multifaceted customer requests or initiatives, demonstrating agility and problem-solving skills.
  • Demonstrate leadership in overseeing Operations (on-premise and Multi-Cloud), including Major Incidents, IT Operations Command Centres, CAB Change Management, and Service Desk management, coordinating hybrid teams for stability and service excellence.
  • Adaptive and responsive to dynamic environments.
  • A proven track record in managing IT service delivery Command Centre and ServiceDesk operations, and addressing infrastructure support escalations (e.g., network systems, storage).
  • Excellent communication skills across organizational levels, including executive management, supported by strong interpersonal skills, a positive outlook, flexible and adaptable approach.

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