it service manager (itsm, itil), apac - mnc in Singapore



Full time

Helpdesk Support


Mar 26

it service manager (itsm, itil), apac - mnc in Singapore

job details




information technology

job type


working hours


reference number



hoon teck tan, randstad

job description

  • Autonomy to make key decisions
  • Extensive interaction with global IT HQ based out of Asia

About the company

Our Client is a market leader within their industry. They have a well-established presence of more than 30 years. With rapid expansion plan, they are now looking for an IT Service Manager (SAP & Infrastructure), APAC to join their team.

About the job

Your responsibility includes:

  • Handling end to end service management across infrastructure and application (SAP) to support business for APAC. This is achieved through ensuring that IT Managed Services are delivered in the Asia region in accordance to the agreed Service Level Agreement.
  • Implementing and maintaining a process in place to link the right respective IT Service Tower (Infrastructure, Application, EUC or workplace collaboration) to affected stakeholder in the event of incident escalation
  • Being the point of escalation for business during Critical incident events. Managing stakeholder expectation and understanding business needs in the event of incident escalation
  • Managing IT Incident, Problem, and change management processes across Asia
  • Managing SAP and Infrastructure external vendors, ensuring external SLA has been met
  • Working with cross-functional teams and vendors to identify opportunity to improve services. This is done through proactively engaging on all high priority incidents, identify under-reported issues and flag potential. This includes reviewing of closed tickets are closed with root cause analysis and preventive action pitfalls. This includes conducting period (weekly and monthly) service operation meetings

Skills and experience required

As a successful applicant, you will have at least 8 years of experience in IT Service Management. Proven track record in being the point of escalation for business in critical incident events is required for this role. Exposure to regional role will be required for this role.

Experience in end User environment managing Service Level Agreement for both applications and infrastructure will be highly preferred.

Whats on offer

This is an excellent opportunity to join a leading end user environment with exposure to service management for both ERP and infrastructure.

To apply online please use the 'apply' function


sdm, itil, service delivery, sap, infrastructure


no additional qualifications required

educational requirements

Associate Degree/Diploma

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