Senior Manager

[What the role is]

The officer is responsible and accountable for all IT End User Computing (EUC) activities and facilities - to ensure users can effectively and productively use established and / or new collaboration technologies, maintain good user experience, including office automation tools, desktop, and mobility technologies. The officer will lead the team of engineers creating vision, setting and communicating direction and bringing clarity to ensure they are equipped to deliver and develop solutions and services boosting good employee experience in the space of end user computing.

The ideal officer will have practical knowledge and experience of EUC. You will lead the EUC team to optimize processes and target high impact / severity issues for resolution and follow ups. You will also contribute to the team in driving simplification and optimization of IT Service Management processes and help improve key areas such as Access/Asset, Incident/Problem, and Financial Management or any other areas related to EUC. You must be passionate about technology, embrace changes and a leader who is able to motivate your team by deploying effective chance management techniques. You must be an excellent communicator being comfortable to communicate effectively to all levels and types of employees.

[What you will be working on]
- Strategy Development: Develop and implement strategic plans for IT service management and end-user computing devices, aligning them with overall MPA goals and objectives.
- Team Leadership: Provide strong leadership, mentorship, and guidance to the ITSM and EUC team, fostering a collaborative and high-performance culture, and promoting professional development opportunities.
- Establish and maintain effective IT service management processes, including incident management, problem management, change management, and service level management, to ensure the delivery of high-quality IT services to internal stakeholders.
- Oversee the selection, deployment, and management of end-user computing devices, such as desktops, laptops, mobile devices, and peripherals, ensuring optimal performance, security, and user experience.
- IT Service Desk Management: Lead and manage the IT service desk team, ensuring efficient and effective handling of user inquiries, incident resolution, and service request fulfillment, while maintaining high levels of customer satisfaction.
- Drive modernisation of the workplace environment to increase productivity & efficiency and support in the digital transformation journey
- IT Governance and Compliance: Ensure ITSM and EUC practices comply with IM8 and CSA, security standards, and internal policies, taking appropriate measures to mitigate risks and ensure data protection.
- Drive the adoption and adherence to ITIL (IT Infrastructure Library) best practices and standards in IT service management processes, promoting continuous improvement and service excellence and operational effectiveness.
- Manage all IT assets and configurations of the infrastructure and services to ensure that they are all accounted for, which will facilitate effective and efficient change management and problem management activities.
- Ensure incidents and requests are met and delivered within SLAs
- Perform root cause analyses to eliminate underlying problems of high impact incidents and/or prevent recurrence of incidents.

[What we are looking for]
- Background in a relevant field with at least 10 years of working experience, and at least 3 years in a leadership capacity
- Minimum 5 years of practical experience with leadership qualities in IT Service Management (EUC) in medium or large organization with cross functional teams
- At least 3 years of working experience as a practitioner mínimally in the following ITIL processes: Change Management

Asset Management

Service Level Management

Incident Management

Problem Management

Request Fulfilment
- Practical experiences in managing system integrators / contractors / partners
- Extensive experience in IT Service and IT Project Management.
- Excellent understanding of end-user computing technologies (Windows, Active Directory, Azure AD, O365, VDI), including desktops, notebooks, mobile devices and productivity software.
- Strong understanding in managing collaboration tools (Office 365, Video Conferencing, Telephony) for the employees.
- Strong experience and independent in handling and supporting senior management users (including Management Committee members) and internal senior managers
- Experience with public service sector or GLC and possesses ITIL / PMP Certification is a plus