Manager, Information Technology
1 day ago
JOB DESCRIPTION Enterprise Service Management Process Operationalization Analyze, design, implement and improve Enterprise Service Management processes Collaborate with stakeholders to ensure processes are aligned with business goals and ITIL best practices Develop process documentation, workflows, and training materials to support adoption and compliance Cross-functional engagement with IT Operations, Service Desk, and Application teams Ownership of the operational relationship with third party vendor or Service Provider for Enterprise Service Management To work on the definition of sourcing and management of IT services To develop and drive best practice in service desk operations within Keppel group globally by use of consistent tools, processes and communications Provide a single point of contact to third party vendor or Service Provider for the provision of service desks services into Keppel Monitor quality of delivery from service provider and ensure services are delivered as per SLAs Carry out formal quarterly reviews of service provider performance Application Platform Administration Administer and maintain the application platform, ensuring optimal performance, resiliency and reliability Perform routine platform upgrades, patching, and health checks Carry out service improvement initiatives based on feedback from stakeholders Manage project activities relating to the above including engagement with potential third-party service providers and internally with existing Service Management and support organizations Application Platform Enhancement & Development Gather and analyze business requirements to design and implement enhancements on the application platform, across functionalities Work with developers to build custom applications, integrations, and automation solutions Conduct UAT and coordinate deployment of new features and enhancements Continual Service Improvement (CSI) Identify opportunities for process and platform optimization through data analysis and stakeholder feedback Define and track KPIs and metrics to measure service performance and improvement outcomes Lead CSI initiatives and ensure alignment with strategic IT objectives JOB REQUIREMENTS Required skills Experience with Service Management platforms (e.g. BMC, ServiceNow, JIRA, etc) Minimum 3–5 years of experience in a Business Analyst role with a focus on Service Management Strong understanding of ITIL framework and its practical application Excellent analytical, communication, and stakeholder management skills Experience with Agile methodologies and tools Familiarity with reporting and dashboard creation/enhancement ServiceNow certifications (e.g. Certified ServiceNow System Administrator) ITIL v4 Foundation certified Soft Skills Ability to lead workshops and training sessions Ability to work in a High-Performance IT organization Ability to break down complex problems and identify root causes Ability to evaluate multiple solutions and recommend the most effective approach Thorough in documentation, testing, and process design Focused on delivering value and improving user experience Proactive in identifying issues and driving solutions independently BUSINESS SEGMENT Corporate PLATFORM Operating Division #J-18808-Ljbffr
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Singapur, Singapore Keppel Ltd. Full timeJoin to apply for the Manager, Information Technology role at Keppel Ltd. Job Description Enterprise Service Management Process Operationalization Analyze, design, implement and improve Enterprise Service Management processes Collaborate with stakeholders to ensure processes are aligned with business goals and ITIL best practices Develop process...
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