Senior Manager

Overview Senior Manager (Desktop Infrastructure), ITSS (3 years renewable contract)— A*STAR - Agency for Science, Technology and Research The Senior Manager, Desktop Infrastructure, will play a crucial role in enhancing the effectiveness and efficiency of the service desk (SD) and desktop engineering (DE) operations, including the strategic oversight and operational management of third-party vendors delivering these services. This position focuses on establishing strong process governance (both internally and with vendors), driving process optimization, and leading projects aimed at improving operational performance to meet all service targets. Additionally, the role involves improving the customer service journey by ensuring that processes, interactions, and vendor performance across all touchpoints deliver a seamless, efficient, and high-quality experience for end users. Key Responsibilities Vendor Relationship & Performance Management Serve as the primary relationship owner for SD/DE vendors, managing day-to-day interactions, escalations, and strategic alignment. Oversee vendor performance against contractual obligations, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs). Conduct regular vendor performance reviews, drive improvement plans, and manage vendor scorecards. Collaborate with procurement and legal teams on contract negotiations, renewals, and statement of work (SOW) development for SD/DE services. Process Governance & Optimization Lead the development and enforcement of process governance frameworks to ensure operational consistency, compliance, and quality across internal teams and managed service providers. Drive continuous process improvement initiatives in collaboration with internal teams and vendors to optimize workflow efficiency, service quality, and user satisfaction. Operational Excellence & Project Leadership Identify, plan, and execute projects that enhance SD/DE operations, aligning with organizational service goals and leveraging vendor capabilities where appropriate. Oversee overall performance metrics for SD/DE services, analyzing operational data (including vendor-provided reports) to ensure achievement of service targets and identify areas for improvement. Strategic Alignment & Collaboration Collaborate with IT leadership and vendor partners to ensure desktop infrastructure and support strategies are aligned with broader IT objectives and business goals. Foster a culture of innovation, continuous improvement, and partnership, promoting best practices and process excellence within the internal team and with vendor partners. Customer Experience Enhancement Develop and implement strategies to improve the customer service journey, ensuring processes, systems, and vendor interactions are designed to provide a seamless, efficient, and exceptional user experience. Required Qualifications Bachelor's degree in Information Technology, Business Administration, or related field. Significant experience in IT service management, with a proven track record in process improvement and project management. Demonstrable experience managing outsourced IT service providers, particularly in the areas of Service Desk and Desktop Support/Engineering. Strong leadership skills, capable of directing and mentoring teams and managing vendor relationships effectively in a complex IT environment. Comprehensive understanding of ITIL frameworks and hands-on experience with ITSM platforms. Strong understanding of vendor contracts, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and vendor performance management techniques. Exceptional analytical, strategic thinking, and problem-solving abilities. Excellent communication and interpersonal skills, proficient in engaging and influencing stakeholders across the organization and with external vendors. Seniority level Associate Employment type Full-time Job function Information Technology Industries Research Services #J-18808-Ljbffr