Assistant Director, Technology Support Services

**COMPANY DESCRIPTION**

Singapore Management University is a place where high-level professionalism blends together with a healthy informality. The 'family-like' atmosphere among the SMU community fosters a culture where employees work, plan, organise and play together - building a strong collegiality and morale within the university.

Our commitment to attract and retain talent is ongoing. We offer attractive benefits and welfare, competitive compensation packages, and generous professional development opportunities - all to meet the work-life needs of our staff. No wonder, then, that SMU continues to be given numerous awards and recognition for its human resource excellence.

**RESPONSIBILITIES**
- This position is for Office of Integrated Information Technology Services (IITS)
- Assist Senior Associate Director in prioritizing resources to strategize and direct work plan for ETM services delivery
- Plan, lead and initiate exploration of new solutions focusing on endpoint security and protection of SMU data to create a smooth service delivery management and safe working environment for the SMU community
- Work closely with Senior Associate Director to identify, define and implement endpoints solutions as well as to provide implementation strategy to the IITS management for approval
- Lead the team to ensure endpoint devices meet security standards prior being granted network access, supplements centralised security measures to identify and block risky or malicious activities at the point of entry as well as data leak prevention. Also responsible for the tracking of the progress of the projects
- Lead the team to provide a reliable operation of TSS service administration management and ensure the uptime, performance, resources, and security of these services meet the business needs including ensuring smooth daily operations of ETM systems
- Define support initiatives, champion change and effectively manage the implementation of new services and create new operation processes for ETM
- Assist Senior Associate Director to plan, drive, supervise and lead the transformation of services focusing on change management, problem management and vendor management
- Manage and oversee the development, architecture, evaluation and establish guidelines /policies to ensure processes are in place to pro-actively achieve consistent service quality through rigorous management of change control and acceptance into service procedures in line with service delivery governance and guidance
- Work closely with IT Governance (ITG) Division for audit of the ETM service administration processes
- Work closely with Technology Help Centre Assistant Director on the management of resources, processes and schedule details for the new implementation on endpoint devices
- Negotiate contractual terms and conditions, and service level agreement with ETM vendors. Monitor service delivery to ensure the agreed targets and standards are met
- Establish good user rapport, maintain strong relationships and engagement with key stakeholders. Review feedback and effective communication to smoothen implementation of solution
- Resolve cross-functional issues and problems amongst IITS teams and /or other offices and schools
- Assist Senior Associate Director in tracking and ensuring the TSS budgets are utilized as planned and to coordinate the budget for TSS

**QUALIFICATIONS**
- Degree in Information Technology, Computer Sciences or Engineering
- 8 to 12 years of experience in managing a highly service oriented technical support team in a fast-paced environment
- Strong communication and project management skillsets
- Experience and familiar with endpoint security and measures
- Strong user focus interaction and resolution experience
- Dynamic, proactive and strong organization skill to formulating goals and plans of action
- Innovative thinker and problem solver who always keeps abreast of emerging technologies to support the new business needs
- Strong interpersonal skill. Patience, tolerance and resilience
- Ability to multi-task and prioritize in a high volume, service and process-oriented environment
- Able to identify good staff, lead, guide and motivate a team of systems engineers
- Wide and excellent vendor contacts and management skills are highly preferred
- Excellent negotiation skill is required
- Experience in managing large and complex projects, as well as managing vendors
- Good Knowledge in PCs, laptops and mobile devices
- Windows and iOS environment

**OTHER INFORMATION**
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