Senior Technology Solutions Manager, IITS

• This position is for Office of Integrated Information Technology Services. (IITS)
• Assist Head of Help Centre to plan, prioritize, evaluation, selection solutions and new customer service-related emerging technologies for improving the Help Centre service to users.
• Serve as the Microsoft Teams administrator for the entire university, overseeing daily operations, and developing and implementing usage and governance standards to ensure a fair, secure, and consistent framework.
• Improve workplace productivity via Microsoft 365 tools by automating mundane activities to free up staff time to focus on creative solutions, complex problem-solving, and impactful work.
• Promote and manage the use of Microsoft 365 Copilot to assist users in automating document creation, email responses, and reporting. Train employees on Copilot in Word, Excel, PowerPoint, Outlook and Teams to improve their workflows, enhance creativity, productivity, and skills through real-time intelligent assistance. Monitor Copilot adoption through usage analytics and provide training to improve user engagement.
• Lead the implementation of AI-driven automation tools to increase workplace productivity and efficiency, enhance decision-making and user experience. Automate routine IT service management (ITSM) tasks using AI and machine learning (ML).
• Leverage on AI-driven sentiment analysis to gain insights into user satisfaction and improve IT service management. Leverage on AI-driven insights to refine knowledge base content, enhance self-service options, and optimize IT workflows to reduce recurring issues.
• Lead in managing the implementation of the ITSM tool transformation project, exploring opportunities to leverage AI features to enhance operational efficiency and improve the overall user experience. Adopt AI features in analyzing support ticket content, email interactions, and chatbot conversations, hence enables proactive issue resolution and helps prioritize critical cases.
• Play a key role as Service Manager in ISO 20000 certification to ensure that IT service management processes are aligned with the ISO standard's requirements. This involves managing the service lifecycle, ensuring that processes such as incident management, problem management, and change management are effectively implemented and monitored. Additionally, he/she is tasked with ensuring compliance with ISO 20000 standards, conducting regular reviews, and driving improvements to meet both internal and external stakeholder expectations, while fostering a culture of continuous service enhancement.
• Assist in promoting and educating the SMU community to be proficient and empowered through learning via periodic electronic direct mail (eDM)/webinar/hands-on training) with the latest information.
• Provide technical support to the Technology Help Centre front line support staff.
• Assist in development and preparation of user documentation, client support procedure and workflow, and service level agreement.
• Ensure the periodic service statistics, status and operation management reports are timely generated and analyzed to identify trends in issues reported and to devise preventive solutions.
• Supervise, drive and implement quality and operational performance metrics. Monitor, analyze and report these metrics in accordance with ITIL v.4 service framework to create a proactive and highly efficient service operation.
• Assist in formulating, implementing and enforcing service standards and new support plans to ensure operational efficiency and effectiveness of the Technology Help Centre Service Desk.
• Other duties as assigned.

Qualifications

• Bachelor's degree in IT or a related field, with a minimum of 7 years of relevant experience, particularly in end-user computing support and project management involving multiple stakeholders.
• Possess current knowledge of information technology concepts including hardware platforms, operating systems, technical services, security, etc.
• Strong organizational skill, ability to prioritize and multi-task in a fast-paced environment.
• Strong problem solving and analytical skill.
• Strong project management skills with a proven ability to independently oversee and execute complex projects.
• Experience in supporting of computers running Microsoft Windows, Apple Mac OS as well as mobiles devices (iOS and Android).
• Experience in delivering one-on-one and group training sessions (onsite and online) to equip end users with the knowledge and skills to effectively use systems and tools.
• Experience in managing ISO 20000 certification processes, including audits, compliance assessments, policy development, certification renewals, and collaboration with auditors and stakeholders to ensure compliance and continuous improvement.
• Experience in managing Microsoft Teams, including administration, policy development for usability and security, establishing governance frameworks, optimizing productivity, and conducting training to ensure effective adoption and integration with the Microsoft 365 ecosystem.
• Hands-on experience with ServiceNow ITSM modules, including Incident, Problem, Change and Knowledge Management, to enhance service delivery and operational efficiency. Responsibilities include configuring and customizing ServiceNow, troubleshooting issues, collaborating with stakeholders to gather requirements, and implementing best practices to improve IT workflows. Strong analytical, problem-solving, and communication skills are essential, along with a solid understanding of ITIL principles. Prior experiences with Predictive Intelligence and Generative AI modules will be an advantage.
• Good technical knowledge of endpoint software (eg., Microsoft 365, Microsoft Copilot, Microsoft Power Automate, Email, Anti-virus, Adobe suite, web browser, etc.) and other IT infrastructure related areas (TCP/IP, LAN, Azure Active Directory, Domain).
• Experience in writing utility script such as batch/shell scripting or interpreted high level language scripting (e.g. Powershell) an added advantage.
• Good project and vendor management skill.
• Excellent interpersonal and communication skills (written and oral).
• Warm and cheerful personality with demonstrated excellence in customer service.
• Team player, result oriented and highly independent.

Other Information

Candidates who do not possess the stipulated qualifications but have relevant work experience may still apply. Remuneration and appointment terms shall commensurate with qualifications and experience. SMU reserves the right to modify the appointment terms where necessary.