Total 35 job vacancies by Apar Technologies Pte. Ltd.

We are seeking an L1 Application Support Analyst to provide first-line support for enterprise applications. The successful candidate will be responsible for monitoring application performance, handling incidents and service requests, troubleshooting issues, and ensuring a positive user experience through timely support and resolution of technical problems.

Key Responsibilities

• Serve as the first point of contact for application-related incidents, service requests, and user inquiries.
• Monitor application health and system alerts to identify and respond to issues proactively.
• Investigate, troubleshoot, and resolve application-related problems within defined service level agreements (SLAs).
• Log, categorize, prioritize, and track incidents and service requests using ticketing systems.
• Escalate complex issues to relevant technical teams and coordinate follow-up activities until resolution.
• Communicate effectively with users by providing timely updates on incident status and resolution progress.
• Perform basic application support activities, including user access management and routine operational tasks.
• Maintain accurate documentation of incidents, resolutions, standard operating procedures, and knowledge articles.
• Collaborate with internal teams to identify recurring issues and support continuous service improvement initiatives.
• Participate in shift schedules, on-call support, or weekend support activities when required.

Requirements

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline.
• 1–3 years of experience in application support, service desk, technical support, or a similar role.
• Understanding of incident management, problem management, and service request processes.
• Familiarity with ticketing and service management tools.
• Basic knowledge of databases, operating systems, and enterprise application environments.
• Strong analytical and troubleshooting skills with attention to detail.
• Good communication and interpersonal skills, with a customer-focused approach.
• Ability to work independently as well as collaboratively in a team environment.
• Willingness to learn new technologies and adapt to changing business requirements.

Preferred Qualifications

• Knowledge of ITIL processes and service management best practices.
• Experience supporting enterprise applications in a production environment.
• Familiarity with SQL queries, application monitoring tools, or log analysis tools.

EA Number: 11C4879

Key Responsibilities:

• Administer and maintain Microsoft Windows environments, including patch management, clustering, and Active Directory/LDAP services.
• Design and implement Azure Hub-and-Spoke network architecture.
• Develop and deploy scalable, secure, and cost-optimized cloud solutions on Microsoft Azure.
• Build and configure enterprise infrastructure systems in alignment with high-level architectural designs.
• Manage and support enterprise tools and platforms including Tanium, Azure Entra ID, Intune, Microsoft Defender for Endpoint (MDE), and Azure Active Directory.
• Execute Tanium and SCCM-related operational tasks and project deliverables.
• Participate in Microsoft 365 feature rollouts, enhancements, and related projects.
• Collaborate with project managers and stakeholders to deliver tasks within defined timelines.
• Serve as Subject Matter Expert (SME) for Wintel-related data center operations.
• Contribute to initiatives involving DevOps, Artificial Intelligence, SASE, Identity Management (IDM), Endpoint Detection and Response (EDR), SNMP, and SOC operations (good to have).

Requirements:

• Bachelors degree in Computer Science, IT, or related field (or equivalent experience).
• 8+ years of experience in Windows Server administration and project implementations
• Experience with Microsoft Active Directory, DNS, DHCP, and Group Policy.
• Familiarity with cloud platforms (Azure, AWS) and virtualization.
• Certifications such as MCSA, MCSE, AWS/Azure Certification.
• Strong knowledge of TCP/IP, VPNs, Firewalls, and Routing

EA License No: 11C4879 / Registration ID : R1218583

Apar Technologies Pte Ltd, Singapore

Roles & Responsibilities:

• Define and own end-to-end GenAI architecture, including LLM orchestration, agent frameworks, and enterprise integrations.
• Design scalable, modular solutions using LLMs, embeddings, vector databases, and retrieval mechanisms.
• Architect agent-based and multi-agent systems for autonomous reasoning, planning, and workflow execution.
• Establish GenAI design patterns such as RAG, conversational AI, document intelligence, and context-aware systems.
• Lead integration of GenAI solutions with enterprise systems using APIs, microservices, and event-driven architectures.
• Define prompt engineering strategies, prompt lifecycle management, and context orchestration frameworks.
• Implement Responsible AI practices including governance, explainability, security, and compliance.
• Design human-in-the-loop architectures with feedback loops, validation checkpoints, and fallback mechanisms.
• Establish monitoring and observability for model accuracy, hallucination detection, drift, and cost optimization.
• Collaborate with business stakeholders to identify high-impact AI use cases and define transformation roadmaps.
• Standardize GenAI architecture practices, reusable components, and governance policies.
• Mentor engineering teams on GenAI, LLMOps, and AI-first solution design

EA Number : 11C4879

Job Summary

Drive new business development and manage the full sales lifecycle to secure client engagements and support long-term growth

Responsibilities

• Drive new business development initiatives to build a strong sales pipeline and generate revenue opportunities
• Engage with clients to identify their requirements and convert opportunities into successful deals
• Manage the end-to-end sales lifecycle including preparing proposals, Statements of Work (SOW), contracts, and invoicing to ensure smooth deal closure
• Develop and deliver high-quality client presentations, proposals, and solution pitches that address client needs and demonstrate value
• Collaborate with internal teams to align delivery capabilities with client requirements and ensure successful project execution
• Build and maintain strong client relationships to foster long-term business growth and repeat engagements
• Leverage AI tools and automation technologies to enhance productivity and operational efficiency in sales processes
• Utilize advanced Microsoft Excel skills (formulas, pivot tables, reporting) and Microsoft PowerPoint to create impactful sales materials
• Communicate effectively, negotiate deals, manage stakeholders, and present confidently to diverse audiences

Preferred competencies and qualifications

• Experience working in IT services, consulting, or staffing environments
• Self-motivated team player with a proactive approach to sales and client engagement

EA License No: 11C4879 / Registration ID : R1218583

Apar Technologies Pte Ltd, Singapore

We are seeking an L2 Application Support Engineer to provide production support for core banking applications. The successful candidate will be responsible for incident management, troubleshooting, monitoring, and ensuring the stability and availability of business-critical applications.

Key Responsibilities

• Provide Level 2 support for production applications.
• Investigate, troubleshoot, and resolve application incidents and service requests.
• Monitor application performance and batch processing activities.
• Support end-of-day (EOD) and beginning-of-day (BOD) operational processes.
• Execute job restarts and validate processing outcomes when required.
• Perform data validation and troubleshooting using SQL queries.
• Assist with root cause analysis and implementation of corrective actions.
• Support deployment activities and rollback procedures when necessary.
• Maintain operational documentation, runbooks, and support procedures.
• Collaborate with application development, infrastructure, and business teams to resolve issues.
• Prepare operational reports and maintain accurate records of support activities.

Requirements

• 1 to 9 years of experience in application support, production support, or related IT support functions.
• Knowledge of Java, JavaScript, and SQL.
• Understanding of application monitoring and incident management processes.
• Familiarity with batch processing and job scheduling activities.
• Strong analytical and problem-solving skills.
• Good written and verbal communication skills.
• Proficiency in Microsoft Word, Excel, and PowerPoint.

Preferred Qualifications

• Experience supporting banking or financial services applications.
• Knowledge of middleware technologies and API integrations.
• Experience working in a production support environment.
• Exposure to core banking systems is advantageous.

EA Number: 11C4879

• Minimum 10+ years of experience in IT/OT infrastructure and operational environments.
• Experience integrating enterprise IT networks with OT systems and industrial equipment.
• Hands-on knowledge of HMIs, PLCs, SCADA systems, sensors, CMMs, CNC machines, and 3D printers.
• Ability to update PLC configurations, IP addressing, and network parameters.
• Perform OT asset inventory collection, validation, and documentation.
• Identify operational and cybersecurity risks and proactively escalate issues.
• Strong understanding of industrial protocols such as OPC-UA, Modbus TCP/IP, Ethernet/IP, and SMB.
• Experience designing and supporting LAN/WAN networks, VLANs, and routing protocols.
• Proficiency in configuring Cisco switches, routers, SD-WAN, and Check Point firewalls.
• Experience with firewall rule management, network security configuration, and troubleshooting.
• Knowledge of network segmentation and micro-segmentation using VLANs, switches, and network taps.
• CCNA/CCNP, CompTIA Network+, or equivalent networking certification preferred.

EA License No: 11C4879 / Registration ID : R1218583

Apar Technologies Pte Ltd, Singapore

Job Summary

Design, develop, and implement AI-driven digital solutions to enhance business and shipyard operations, collaborating with stakeholders and providing ongoing support to ensure high-quality, optimized applications.

Responsibilities

• Design and implement AI-driven digital solutions to improve business and shipyard operational efficiency
• Develop software applications integrating AI, machine learning, and automation capabilities to meet business needs
• Conduct thorough application testing, debugging, and performance optimization to ensure high-quality solutions
• Collaborate with business users, stakeholders, and technical teams to deliver effective digital initiatives aligned with organizational goals
• Develop and maintain comprehensive application documentation, technical specifications, and user guides for end users and technical teams
• Provide ongoing support, troubleshooting, maintenance, and enhancements for deployed applications to ensure reliability and performance
• Continuously research and apply emerging AI technologies, development frameworks, and industry trends to innovate solutions

Required competencies and certifications

• Degree or Diploma in Computing, Computer Science, Information Technology, or equivalent
• 3–5 years of experience in software development and digital application development

Other Information

Apar Technologies Pte Ltd, Singapore

EA License No: 11C4879 / Registration ID : R1218583

·      Administer and manage Redis clusters for low-latency caching and real-time transaction processing.

·      Manage MongoDB clusters (replication, sharding) for scalable transaction and semi-structured data storage.

·      Working knowledge of Hadoop ecosystem (Hadoop, Hive, Pig, Oozie, Hbase, Flume, sqoop) using both automated tool sets as well as manual processes.

·      Support and maintain Hadoop (HDP)clusters for batch processing, analytics, and regulatory reporting.

·      Perform cluster lifecycle management provisioning, scaling, patching, and decommissioning nodes.

·      Ensure 24x7 availability and resilience of production systems supporting payment flows.

·      Manage and optimize Apache Kafka for high-throughput, real-time payment event streaming.

·      Support Apache NiFi for ingestionpipelines from upstream payment systems and external partners.

·      Work with AWS EMR for scalableprocessing of transaction data and reconciliation workloads.

·      Administer HDFS, ensuring optimal replication,storage utilization, and fault tolerance.

·      Manage OpenSearch / Elasticsearchclusters for transaction search, audit trails, and operational dashboards.

Required Skills & Experience

·      6–8 years of experience in Big Data / DataPlatform Engineering in enterprise environments.

·      Strong hands-on experience with:

·      Hadoop ecosystem (HDFS, YARN, MapReduce, HDP)

·      Apache Kafka (high-throughput environments)

·      Redis and MongoDB clusters

·      OpenSearch / Elasticsearch

·      Apache NiFi

·      AWS EMR + good knowledge of AWS Cloud.

·      Strong expertise in Linux system administration and scripting (Shell/Python)

·      Experience with Kerberos, data security, and access governance

·      Proven experience in handling high-volume, low-latency systems (preferably payments/trading) 

EA License No: 11C4879 / Registration ID : R1218583

Apar Technologies Pte Ltd, Singapore

Job Description

Company Overview
We are seeking an experienced Finacle Support Engineer to manage and support core banking environments. The ideal candidate will have strong technical expertise in Finacle architecture, production support, and environment management, with the ability to work across multiple infrastructure layers.

Key Responsibilities

• Manage installation, configuration, and support of Finacle (10.x / 11.x environments)
• Provide end-to-end environment setup, including development, testing, and production systems
• Perform troubleshooting and root cause analysis for application and system issues
• Support production environments and ensure system stability and uptime
• Execute patching activities across Finacle, operating systems, middleware, and databases
• Conduct impact assessments and coordinate with infrastructure, database, and middleware teams
• Work with N-tier architecture and implement high availability configurations
• Write and optimize SQL queries for issue investigation and reporting using PostgreSQL or Oracle
• Perform environment maintenance activities such as data refresh and source refresh across environments
• Automate routine operational tasks using scripts
• Support CI/CD processes and deployment activities
• Ensure adherence to change management and release processes

Requirements

• Minimum 6 years of experience in Finacle support and environment management
• Hands-on experience with Finacle 11.x (mandatory)
• Strong knowledge of Finacle architecture and end-to-end setup
• Experience in production support within banking or financial services environments
• Proficiency in Unix/Linux commands and shell scripting
• Experience with middleware technologies such as IBM WebSphere Application Server and JBoss
• Strong SQL skills with experience in PostgreSQL and/or Oracle
• Familiarity with modern tools such as Apache Kafka and Redis
• Experience in patch management and release coordination
• Understanding of CI/CD concepts and environment lifecycle management
• Strong problem-solving skills and ability to take ownership of deliverables

Preferred Qualifications

• Experience in banking or financial services industry
• Exposure to high availability and disaster recovery setups
• Experience in automation tools and scripting for system operations
  
  EA Number: 11C4879

About the Role
We are looking for an experienced Senior Business Analyst to join a global Core Banking IT team supporting an international banking platform deployed across multiple regions. This role focuses on analysing business requirements and supporting the testing of payment systems, including integration with a global payments platform.

You will work closely with stakeholders across business, operations, and technology teams to deliver high-quality solutions and ensure systems meet evolving business and regulatory needs.

Key Responsibilities

Business Analysis

• Gather, analyze, and document business requirements through workshops, discussions, and stakeholder engagement
• Review and validate Business Requirement Documents (BRDs) and translate them into functional specifications
• Collaborate with solution architects and technology teams to define and align on solutions
• Act as a liaison between business users, operations teams, and developers
• Prepare and maintain documentation such as BRDs, Functional Specification Documents (FSDs), and related artefacts
• Support product documentation, training materials, and stakeholder communications
• Identify risks, manage issues, and facilitate discussions across teams to ensure project progress

Testing & Quality Assurance

• Plan and execute testing activities across functional, integration, regression, and user acceptance testing (UAT) phases
• Develop and maintain test scenarios, test cases, and test libraries
• Review and validate test coverage for core banking and payment systems
• Collaborate with SIT and UAT teams to ensure alignment with business requirements
• Track, manage, and report defects using appropriate tools, ensuring timely resolution
• Provide regular updates on testing progress and outcomes to stakeholders
• Support business users during UAT and ensure readiness for system releases
• Lead defect management and coordinate resolution across teams

Requirements

• At least 8 years of relevant experience as a Business Analyst in banking or financial services
• Strong experience in payment systems and core banking applications
• Proven experience in requirement gathering, documentation, and stakeholder management
• Solid understanding of Software Development Life Cycle (SDLC), Software Testing Life Cycle (STLC), and defect management processes
• Hands-on experience in functional testing, system integration testing, and UAT
• Familiarity with tools such as JIRA, ALM, or Quality Center
• Strong analytical, problem-solving, and communication skills
• Ability to manage multiple stakeholders and work in a collaborative environment

Domain Knowledge

• Good understanding of payment systems, including clearing and settlement processes
• Familiarity with ISO 20022 messaging standards, SEPA (SCT, SDD, Instant), and SWIFT payments
• Knowledge of payment products such as telegraphic transfers (TT), RTGS, payroll, bulk payments, and cheque processing
• Experience with reporting formats such as CAMT53/54, MT940/942, and related payment reporting standards
• Understanding of payment hubs, ACH systems, and real-time payment processing

Technical Skills

• Experience with testing methodologies and tools
• Familiarity with Cucumber for behaviour-driven testing
• Working knowledge of data and streaming technologies such as Kafka
• Exposure to tools such as Elasticsearch and Kibana for monitoring and analysis
• Basic understanding of graph databases (e.g. JanusGraph) is an advantage

Preferred Qualifications

• Experience in areas such as corporate banking, trade finance, liquidity management, or compliance (e.g. AML)
• Familiarity with Agile methodologies and working in Agile teams
• Experience working in international or multi-location project environments
  
  EA Number: 11C4879

About the Role
We are seeking an experienced Senior Java Developer to join a dynamic team within the Cash Management and Corporate Banking Services (CCS) domain. In this role, you will contribute to the development, enhancement, and support of a core banking platform, delivering scalable and high-performance solutions in a collaborative Agile environment.

You will play a key role in designing and improving digital platforms, supporting business-critical applications, and delivering new features aligned with evolving business needs.

Key Responsibilities

• Design, develop, and enhance cash management reporting applications to meet business requirements
• Maintain and support existing applications, ensuring stability, performance, and reliability
• Lead solution design, technical estimation, and implementation strategies for new features, upgrades, and system improvements
• Translate business requirements into technical solutions through close collaboration with stakeholders
• Work with product owners and business analysts to refine user stories and ensure clarity of requirements
• Provide accurate effort estimates to support project planning and delivery
• Implement high-quality, testable code using Test-Driven Development (TDD) and Behaviour-Driven Development (BDD) practices
• Collaborate with cross-functional teams to deliver projects and enhancements successfully
• Support production systems, including troubleshooting and resolving technical issues
• Apply Agile and Scrum methodologies in day-to-day development work
• Mentor and support team members, promoting knowledge sharing and best practices

Requirements

• At least 8 years of hands-on experience in Java/J2EE development
• Strong understanding of microservices architecture and distributed systems
• Experience in solution design, design patterns, and performance tuning
• Proficiency in technologies such as Apache Spark, Apache Flink, Kafka, Elasticsearch, HBase, HDFS, and MongoDB
• Strong experience with Spring Framework (e.g. Spring Boot, Spring Integration, IoC)
• Hands-on experience with containerization and orchestration tools such as Docker and Kubernetes
• Familiarity with CI/CD and build tools such as Jenkins, GitLab, Maven, Artifactory, or Nexus
• Experience with TDD/BDD practices and testing frameworks (e.g. JUnit, Mockito, Cucumber)
• Solid understanding of software development lifecycle, system design, and UML
• Experience working in Agile and Scrum environments
• Strong analytical, problem-solving, and troubleshooting skills
• Effective communication and collaboration skills

Preferred Qualifications

• Experience in the financial services or banking domain
• Basic knowledge of cash management systems and processes

EA Number: 11C4879

About the Role
We are seeking an experienced Vulnerability Management Specialist to join the Data Security Services team within an international IT Production Centre. This role focuses on managing vulnerability management processes across infrastructure supporting multiple regions, including Europe and Asia.

You will play a key role in identifying, assessing, and coordinating remediation of vulnerabilities, working closely with cross-functional teams to strengthen the organisation’s security posture in a dynamic operational environment.

Key Responsibilities

• Develop and execute the Vulnerability Management plan across all lifecycle phases
• Schedule, configure, and monitor vulnerability scans, ensuring timely execution and issue resolution
• Perform asset discovery and ensure accurate onboarding into vulnerability management tools
• Assess vulnerabilities, analyse risk exposure, and prioritise remediation actions based on impact
• Collaborate with infrastructure and application teams to drive remediation efforts
• Analyse false positives and facilitate risk acceptance processes with relevant stakeholders
• Maintain dashboards and provide regular reporting to technical teams and management
• Track and ensure compliance with defined KPIs and service levels
• Lead remediation planning for penetration testing findings
• Conduct threat exposure assessments and coordinate response actions
• Engage with stakeholders across regions to ensure alignment and effective communication
• Propose and implement continuous service improvement initiatives
• Stay updated on emerging threats and vulnerabilities and assess their relevance to the environment
• Ensure compliance with internal policies, regulatory requirements, and security standards

Requirements

• 8–10 years of IT experience, including at least 4–7 years in IT Security
• Minimum 4 years of hands-on experience in enterprise-level vulnerability management
• Strong technical knowledge of vulnerabilities across operating systems, networks, databases, and applications
• Experience in prioritising and coordinating remediation using a risk-based approach
• Proven ability to work with cross-functional teams in an IT operations environment
• Hands-on experience with vulnerability management tools such as Tenable (e.g. Nessus, SecurityCenter)
• Strong analytical, problem-solving, and documentation skills
• Ability to manage multiple priorities in a fast-paced environment
• Familiarity with ITIL processes and working in structured, process-driven environments
• Effective communication and stakeholder management skills

Technical & Reporting Skills

• Experience in creating dashboards and reports using tools such as Excel, PowerPoint, or Word
• Familiarity with business intelligence tools (e.g. Power BI) for reporting and visualisation
• Ability to present technical findings clearly to both technical and non-technical stakeholders

Preferred Qualifications

• Professional certifications such as CISSP, GIAC Enterprise Vulnerability Assessor (GEVA), CREST, or equivalent
• Experience within financial services or regulated environments
• Broad understanding of information security domains (e.g. endpoint security, encryption, data protection)

Work Environment & Culture

• Collaborative, multicultural, and international working environment
• Exposure to large-scale, enterprise-level infrastructure and security operations
• Opportunities to work with global teams across multiple time zones
• Emphasis on continuous learning, process improvement, and operational excellence
  
  EA Number: 11C4879

Job Description

We are looking for a Full Stack Developer to design, build, and maintain scalable enterprise web applications using Angular (frontend) and Python (backend). You will work on high-impact systems involving large-scale users, integrating APIs, improving system performance, and supporting production environments.

This role requires strong technical depth, problem-solving ability, and experience working in production-grade, enterprise systems.

Job Description

In this role, you are the technical reference point for the Internal Reporting Application a critical management platform supporting Staff and Budget data and Run KPI reporting across the bank. You will engage business stakeholders on technology opportunities, risks, and constraints, drive technical innovation, and champion AI-augmented solutions where they deliver value. You are accountable for ensuring all BI deliverables adhere to architectural standards, remain sustainable, and align with the IT Division ecosystem and IS Strategy of its Filire.

Capital Markets IT involves technological solutions and systems used in financial markets for trading, investment, and related activities. This includes electronic trading platforms, risk management systems, market risk, counterparty risk, algorithmic trading, data analytics, and Regulatory measures. The use of advanced technologies like APIs, artificial intelligence and cloud solutions are also becoming increasingly prevalent in capital markets to enhance efficiency and decision-making processes.

Main Responsibilities

As a Senior Developer, technical expertise alone is not sufficient. You are expected to be self-motivated and take genuine ownership of outcomes not just assigned tasks. You will regularly navigate complex technical trade-offs that require independent judgement and must be capable of articulating those decisions clearly to stakeholders and management who may not share your technical context. You set direction, mentor peers, and actively drive the team toward project goals.

BI Development Reporting

• Design, develop, and maintain complex Power BI reports, dashboards, and datasets meeting business and analytical requirements
• Develop and optimize SQL queries, stored procedures, and data models to support reporting needs
• Build and manage ETL pipelines using Microsoft SSIS; develop SSRS reporting solutions
• Contribute to the design and governance of the semantic layer (Power BI datasets, dataflows, gateways)

Architecture Engineering

• Define and enforce best practices for data modelling, DAX development, report design, and performance optimization
• Autonomously design, code, test, deploy, and debug applications ensuring scalability, performance, and maintainability
• Develop and maintain .NET-based integrations and tooling in support of BI and data workflows where required

Delivery Collaboration

• Lead end-to-end BI solution delivery, from requirements gathering through to deployment and user adoption
• Collaborate with business stakeholders to translate complex data requirements into actionable insights
• Ensure data quality, security, and compliance standards are met across all BI deliverables
• Document technical solutions, data lineage, and report specifications

Cloud Innovation

• Participate in cloud data platform initiatives, supporting migration of the application and BI platform
• Proactively identify opportunities where AI and machine learning can be leveraged within BI and data workflows (e.g., anomaly detection, predictive KPIs, natural language querying), and lead the design and development of AI-augmented solutions that deliver measurable business value

Qualifications and Profile

The successful candidate should have:

• Master or Bachelors degree in Computer Science/ Information Technology/ Programming Systems Analysis/ Science (Computer Studies) faculties.
• 8+ years of hands-on experience with Microsoft Business Intelligence Tools
• Power BI Desktop, Power BI Service, and Power BI Report Server
• Advanced DAX and Power Query (M) development; experience with row-level security (RLS), incremental refresh, and deployment pipelines
• Proficient in SQL Server Reporting Services (SSRS) report development and SQL Server Integration Services (SSIS) package design and maintenance.
• Proficient in writing, tuning, and optimizing complex SQL queries; strong knowledge of database engine internals and query execution plan.
• Practical experience with .NET (C# preferred) for BI tooling, custom connectors, or data workflow components
• Stakeholder Management/ Collaboration - Collaborate with project manager/Product Owner, business analyst, and infrastructure teams to gather and analyze the requirements work on incident resolution
• Proven experience working in Agile development environments (JIRA Scrum, Kanban)
• Experience in Control-M configuration management
• Familiarity with AWS data services (S3, Redshift, Glue, or equivalent)
• AI Proficiency
• Demonstrated ability to effectively utilize AI-powered tools (e.g., GitHub Copilot) to enhance productivity and problem-solving capabilities
• Understanding of AI/ML fundamentals including prompt engineering, model limitations, and best practices for human-AI collaboration
• Experience in evaluating AI-generated outputs for accuracy, security, and alignment with business requirements
• Ability to identify opportunities for AI integration and automation within existing workflows and processes.

EA Number: 11C4879

About the Role

We’re looking for a dynamic Service Delivery Manager to lead and elevate our regional customer and workplace IT services. This role offers the opportunity to oversee multiple sites, shape service excellence, and directly impact user experience across the organization.

As a Regional Service Manager, you will drive the delivery of end-user computing services, lead a high-performing onsite team, and ensure seamless IT operations that support business goals. If you enjoy combining leadership, strategy, and hands-on problem solving in a fast-paced environment, this role offers both challenge and impact.

Key Responsibilities

Service Management

• Oversee daily operations of customer and workplace IT services across multiple sites
• Ensure timely resolution of incidents and service requests
• Monitor performance metrics and implement continuous service improvements
• Maintain adherence to ITIL standards and service management best practices

Team Leadership

• Lead, mentor, and develop onsite support teams
• Drive performance management and foster a collaborative team culture
• Partner with HR on hiring, onboarding, and ongoing development

Customer Satisfaction

• Act as the primary contact for regional stakeholders
• Gather and analyze end-user feedback to improve service delivery
• Implement strategies to enhance customer satisfaction (CSAT)

Business Continuity

• Develop and execute business continuity and disaster recovery plans
• Manage incidents and escalations effectively
• Ensure compliance with security and operational policies

Project Management

• Lead regional IT initiatives, including infrastructure and workplace technology upgrades
• Collaborate with global teams to align with corporate standards
• Manage project timelines, budgets, and resources

Vendor Management

• Manage relationships with third-party vendors and service providers
• Negotiate contracts to ensure quality and cost-effectiveness

Reporting & Documentation

• Deliver regular reports on service performance and team productivity
• Maintain clear and accurate documentation of processes and SLAs

Requirements

Essential Skills & Experience

• Bachelor’s degree in Information Technology, Business Administration, or a related field
• Strong experience in IT service management, particularly in end-user computing
• Proven ability to manage teams across multiple locations
• Solid understanding of ITIL framework and service delivery principles
• Excellent leadership, communication, and stakeholder management skills
• Strong analytical and problem-solving capabilities
• Ability to manage competing priorities in a fast-paced environment

Nice to Have

• ITIL certification
• Experience with project management tools and methodologies
• Familiarity with modern workplace technologies and trends