IT Service Transformation Leader

1 week ago


Singapore Nanyang Technological University Full time
Job Overview

Nanyang Technological University (NTU) is seeking a skilled IT Service Transformation Leader to join our Shared Services team.

Responsibilities
  • Collaborate with stakeholders to analyze customer satisfaction survey results and identify improvement opportunities through process re-design, automation development, or system improvements.
  • Evaluate and implement access control procedures to ensure timely and accurate provisioning and deprovisioning of user access.
  • Perform regular access reviews and audits to guarantee compliance with security policies.
  • Maintain accurate documentation on access control procedures, work instructions, and configurations.
  • Review and manage IT Service Desk services Service Level Agreements.
  • Handle customer feedback and provide prompt and effective resolution.
  • Lead and manage Service Desk Agents to optimize performance.
Requirements
  • A degree in Computer Science, Information Technology, or Software Engineering with at least 3 years of relevant experience in operation management of contact centers or service desks.
  • Hands-on experience with End-user Computing, Active Directory, Office365, Exchange Admin Centre.
  • Experience with low-code platforms such as UiPath, Outsystems, Power Query.
  • Excellent interpersonal, communication, and organizational skills.
  • Strong analytical and problem-solving abilities with the capacity to work autonomously.
  • Possession of ITIL certification and knowledge of ServiceNow, APIs, data integration, transformation, and programming experience are preferred.
Salary

The estimated salary for this role is around $80,000 per annum, commensurate with experience.



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