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 post-incident 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 cross-functional teams to ensure alignment.
- Collaborate with various teams to meet operational expectations.

**Qualifications**:

- 5-10 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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