Assistant/general Manager, Team Lead Service

Job ID:
**IS-AGM-OPS2**

**Job Type**:
**Full Time**

Job Classification:
**Assistant / General Manager**

Department:
**Digital Office**

Function:
**Information Systems**

**Location**:
**Jurong, Singapore**

Years of Experience:
**15**

Job Responsibilities/Requirements:
M1 is Singapore’s most vibrant and dynamic communications company, providing mobile and fixed services to over two million customers.M1’s vision is to enable digital services with an elastic Cloud-native and modular technology stack and offer hyper-personalized and predictive service experiences for both consumers and enterprises. We are in midst of a company-wide multi-year digital transformation to uplift, digitalize, and future-proof our entire business model. The transformation will empower us to experiment, reach industry-leading efficiency, and become the ecosystem partner of choice.

Join us and be a part of a high-performing agile and collaborative team that is paving the way for M1 to become an adaptable, Digital-first telco. Together we can innovate with the latest technologies, offer new value propositions rapidly to the market, and change Singapore’s way of telecommunication.

This position has 2 key roles as the owner of ITSM process / governance and to perform IT internal controls. This position will take ownership of all ITSM processes including incident, problem, change, access, asset, financial management. He/She will need to review, optimize and standardize processes across multiple teams (internal and external). He/She will also need to ensure the processes are welldocumented and various internal and external teams adhere to these processes. He/She will need to identify improvement areas or gaps in the processes to ensure efficiency. In a dynamic situation, it is expected the processes are reviewed regularly to meet the constant changes.

In addition to the ITSM ownership, this role is expected to lead the department in internal controls including reviewing and checking that standard Operating Procedures are adhered to. In situations where there is missing SOP, he/she will need to lead / coordinate with different teams to document the SOP. This role will also work closely with both internal and external auditors.

**Responsibilities**:

- Drives ITSM process standardization in M1.
- Reviews and identifies opportunities to streamline ITSM processes.
- Collaborates with internals and externals to drives ITSM maturity within M1.
- Owns all aspects of IT internal controls including reviewing existing policies and procedures and update them when required.
- Manages IT risks with appropriate mitigating actions, procedures, and documentations.
- Performs periodic checks to ensure processes are adhered to.
- Proposes/recommends improvements to policies/process/procedures.
- Owns and reports follow up actions on all internal and external audit findings, to ensure timely closure and prevent recurrences.
- Effectively communicate with senior management and staff, present audit findings and recommendations clearly and concisely, and reach an agreement on appropriate solutions to IT audit issues before finalising reports.

**Job Requirements**:

- Discipline in Computer Science, Information Technology, Engineering or a related quantitative field.
- Minimal 15 years of proven experience in managing IT Service Management such as
- Asset/Access Management, Incident/Problem Management, and Financial Management
- Strong understanding of IT service management frameworks such as ITIL, COBIT, or ISO 20000 and depth and breadth for incident management function
- Knowledge if ITSM tools set and technologies (ServiceNow) and Monitoring tools (ie. Dynatrace)
- Possess good report writing, communication, presentation, and interpersonal skills in working with and influencing people from different disciplines and cultures Proactive and Outcome driven
- Practical experiences with leadership qualities to professionalize IT Service Management
- Practical experiences in managing system integrators and partners for top performance.
- Coaches and develops team for top performance.
- Previous experiences with ServiceNow / Sailpoint or other ITSM/IAM tools
- Experience within Telecommunication industry and ITIL / PMP Certification is a plus

LI-TC1