Operations Manager

1 week ago


Singapore NEWGEN IT SOLUTIONS & SERVICES PTE. LTD. Full time

Oversee the delivery of IT services, ensuring they meet established SLAs and service quality standards.
- Handle escalations and major incidents, ensuring timely resolution and effective communication with stakeholders. Investigate and escalate lapses or complaints relating to the Service Desk Engineers to the EDX team.
- Leads the team to perform service recovery in the event of issues.
- Manage daily manpower resourcing by overseeing both the Service Desk team and a pool of buffer Service Desk engineers to cover planned leaves/urgent leave/ medical leave.
- Mentor, provide guidance and support to the Service Desk team.
- Lead and develop the service desk team, including hiring, training, and performance evaluations.
- Ensure the team knows how to use the provided ESM tool (e.g., ServiceNow) effectively for ticket management and service delivery.
- Ensure the entire team is familiar with and kept up-to-date on the service desk processes and workflow.
- Identify and implement improvements along with updating of documentation for service desk processes and procedures.
- Foster a customer-centric culture within the team, emphasising excellent customer service.
- Attends regular meeting (weekly and monthly) with EDX Team and prepare weekly and monthly reports.
- Suggest and implement service improvement plans to enhance service delivery and employee satisfaction.
- Provide suggestions to the EDX team on what to update in the IT Service Desk playbook, ensuring it is comprehensive and current.
- Stay relevant with industry trends and best practices, integrating them into the service delivery strategy.
- Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.
- Degree in Computer Science, Information Technology, or a related field.
- ITIL 4 Foundation Certification
- ITIL 4 Intermediate / Expert preferred
- Project Management Professional (PMP) or similar will be an added advantage.
- Proficiency in using ESM tools such as ServiceNow.
- Prior experience in a service delivery or IT management role within a corporate environment.
- Strong background in managing and leading IT Service Desk operations and teams for at least 3 years.

Pay: $4,200.00 - $4,500.00 per month

Work Location: In person



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