Total 531 module manager job vacancies in Customer Service category in Singapore

Senior IT Service Delivery Manager (12 Months Contract)

Job Overview:
We are seeking a highly experienced IT Service Delivery Manager with strong Singapore Government project experience to lead the delivery and operational support of critical enterprise applications in a regulated environment. This role requires a strong blend of project delivery, application support, ITIL service management, and stakeholder engagement.

Key Responsibilities:

• Lead end-to-end delivery and support (Build + Run) of large-scale government ICT systems
• Manage multiple enterprise applications (10+ systems) including enhancements, maintenance, and BAU support
• Drive ITIL-based service management processes (Incident, Problem, Change, SLA governance)
• Engage stakeholders to gather and translate business requirements into BRDs and delivery plans
• Manage vendors, SLAs, and performance governance across multiple teams
• Oversee UAT, release management, deployment, and post-production support
• Ensure compliance with security, audit, and regulatory standards in government environments
• Lead Steering Committee meetings and executive-level reporting

Mandatory Requirements (Strict):

• 10+ years of experience in IT Service Delivery / Project Management
• Minimum 5+ years of Singapore Government / Public Sector project experience (Mandatory)
• Strong hands-on experience in Application support + project delivery (combined role)
• Managing multiple applications / portfolios
• Vendor management and SLA governance
• ITIL Certification (v3/v4) – Mandatory
• PMP or Scrum Master Certification – Mandatory
• Proven experience managing large-scale projects ($1M+ budgets)
• Strong expertise in tools such as JIRA, ServiceNow, MS Project

Preferred Skills:

• Experience working with Singapore Government agencies (e.g., BCA, GovTech, LTA, MOM, etc.)
• Exposure to Azure DevOps / .NET / SQL-based environments
• Experience in audit, compliance, and vulnerability management

Job Responsibilities

• Lead, drive and oversee workgroups focused on service transformation and new/redeveloped developments.
• Develop and implement strategic and tactical plans aimed at enhancing patient activation and empowerment towards self-help and self-care.
• Facilitate stakeholders’ collaboration and communications across departments and workgroups, ensuring seamless change management involving people, process and system.
• Establish workplans/key performance indicators and provide actionable insights for the implementation of continuous improvement projects.
• Oversee progress and track key milestones/deliverables leading to the operationalisation of new/redeveloped infrastructures.

Requirements

• Minimum 8 years of relevant working experience in managerial capacity, preferably in healthcare or operations sector,
• Experience in service delivery and operations management, process improvement & optimisation, project management
• Possess strong leadership, strategic planning and people management skills.

Interested candidates are invited to email your resume to:

jen.ooi@recruitexpress.com.sg

Jenalyn Ooi Huai Sian (R1765551)

Recruit Express Pte Ltd | Company Reg. No. 199601303W | EA License Number: 99C4599

Company Overview

Royal Ocean Marine Enterprise Pte Ltd is a leading niche recruitment consultancy in Singapore specializing in maritime, oil & gas, petrochemical, legal, and related industries. We provide expert talent solutions and have a strong track record across multiple sectors.

Job Summary

Lead and manage service operations for marine systems in ship repair projects, ensuring timely, safe, and quality maintenance and repair services while optimizing resources and driving continuous improvement.

Responsibilities

• Lead day-to-day service operations for marine systems in ship repair projects to ensure efficient and timely completion
• Coordinate with technical teams, clients, and subcontractors to deliver quality service aligned with project requirements
• Develop and implement operational strategies to optimize workflow and allocate resources effectively
• Ensure compliance with safety regulations, industry standards, and company policies to maintain operational integrity
• Monitor service performance indicators and project progress, providing regular reports to stakeholders
• Lead and mentor service teams to improve skills, productivity, and team cohesion
• Identify opportunities for continuous improvement and implement best practices in service operations
• Manage budgets and procurement processes related to service operations to control costs and ensure resource availability
• Utilize project management tools and MS Office applications to plan, track, and report on multiple projects under pressure

Required competencies and certifications

• Bachelor’s degree in Marine Engineering, Mechanical Engineering, or a related field
• Minimum 5 years of experience in marine systems service operations or ship repair industry
• Strong understanding of marine systems and ship repair processes
• Proven leadership and team management skills
• Familiarity with safety regulations and quality standards in marine repair operations
• Excellent communication, organizational, and problem-solving abilities
• Those lesser experience can opt for service supervisor roles

Preferred competencies and qualifications

• Proficiency in project management tools and MS Office applications

Other Information

Chan Chee Meng 07C3069 R1110620

Key Responsibilities:

• Qualify, pursue and close large-scale new services businesses and drive successful renewal.
• Work on Business and Financial models. Provide business rationale and risk assessment to management.
• Lead contract negotiation and closure.
• Effective engagement with Deal Pursuit team, Services Delivery team, & Professional Services team, etc.
• Client Relationship Management:
• Develop a positive relationship with customer shareholders, channel partners, sales counterparts, and executive sponsors to drive Managed Services & Business Process Operations adoption.
• Act as the primary point of contact for all customer inquiries, concerns, and escalations, ensuring timely resolution and satisfaction for Managed Services & Business Process Operations.
• Develop customer engagement strategy and execute accordingly.
• Strategic Account Planning:
• Collaborate with clients to understand their business objectives, challenges, and opportunities.
• Develop and execute strategic account plans to align our Services and Solutions with the client's goals and drive value-added services.
• Become the “trusted advisor” on Document & Workplace services to address the client’s business environment and challenges.
• Customer Success Advocacy:
• Serve as a customer advocate within the organization, championing customer needs and requirements to relevant internal teams.
• Proactively identify opportunities for upselling or cross-selling additional services to enhance customer success and satisfaction.
• Influencing product roadmap and continuous improvement opportunities.
• Provide the right training sessions to induce more customers’ usage:
• Develop, plan and conduct onboarding, refresher and relevant training courses to drive adoption and usage of our product, solution and services.
• Provide ongoing training and support to clients to maximize the utilization and effectiveness of our offerings.

Qualifications:

• Bachelor's degree in Business Administration, Computer Science, or related field.
• Proven experience in customer success management, preferably within the IT services and solutions industry.
• Strong understanding of IT hardware, cloud technologies, and software solutions.
• Independent ownership of work streams/projects and deliverables is a pre-requisite
• A strong ability to collaborate internally with people across sales and corporate responsibilities.
• Experience in customer engagement, strong probing skills to understand customers’ pain points
• Strategic thinker with a proactive approach to problem-solving and decision-making.

EA License No.: 11C5502

EA Reg No.: R23114633

COMPANY DESCRIPTION

MINDS has been caring for Persons with Intellectual Disabilities (PWIDs) and their families since 1962.

Grounded in the belief that all PWIDs have innate abilities and talents, MINDS is committed to empowering them and enhancing their quality of life, while advocating for greater inclusivity for PWIDs as a nation.

MINDS is today one of the largest charities in Singapore employing more than 850 staff. With the key focus to expand community-based services, improving the employability of PWIDS, strengthening education, and engendering inclusive community living, MINDS offers a holistic range of services and programmes across the PWIDs' lifespan.

These include schools, employment and training development centres, home-based care services and community-based services to cater to the physical, psychological, environmental and social needs of PWIDs. For more information, please visit www.minds.org.sg.

RESPONSIBILITIES

The Manager, Future Care Planning (FCP) will report to the Senior Manager, FCP, which is under the umbrella of Community-Based Support Services (CSS). CSS is the dynamic and nimble service delivery arm in MINDS that respond to emerging needs of PWIDs and Caregivers in the community.

The Manager will assist the Senior Manager to oversee programmes, which includes Life+, Life Coaching and Home-based Care services. Life+ is a pilot initiative to enable and sustain inclusive community living and ageing in place for PWID through tailored client support, future care planning and the building of community capacities.

He/she will manage risk and quality of the programme and play a pivotal role to ensure the smooth execution of the programmes and assist in manpower management and allocation.

A client-centric, proactive thinker, resourceful and responsible team player, he/she works closely with colleagues, build community networks with stakeholders to raise awareness of future care planning and propel ageing in place in the community for our clients.

Programme Management

• Create, review and execute SOP and work processes and ensure compliance towards risk and safety management.
• Oversees and review the development of programmes to support and enhance independence of PWIDs for community living.
• Oversee programme quality control and budget.
• Ensure all areas of work are audit-ready.

Manpower Resource and Budget Management

• Monitor scheduling and staffing assignment.
• Ensure minimal standard of staff's service delivery is adhered to.
• Upskill the competency of staff and support professional development of team.
• Recruit volunteer/befriender and monitors needs and activation.
• Recruit and appraise performance of staff.
• Oversee budget, resource utilisation and procurement matters.

Build Stakeholder Relationship

• Collaborate with other organisations and stakeholders for the development of programmes to support future planning and community inclusion of PWIDs.
• Participate in networking sessions with external agencies, stakeholders and community partners.
• Develop community outreach plans for PWDs and their caregivers.
• Develop programs that support caregiver's future planning.

• Degree Holder in relevant Social Service /Allied Health Professional field.
• Possess experience in managing and leading team of staff.
• 3 Years and above of working experience in Disability Field.

• Effective good interpersonal, communication and time management skills.
• Analytical, well organised and pays attention to details.
• Have strong Interest and open attitude towards understanding Persons with Intellectual Disability and their needs.
• Appreciates and enjoys working with PWDs and their caregivers in future planning.

Job Summary:

We are seeking a seasoned and results-oriented Contact Centre Project Manager to spearhead the implementation and optimization of our contact centre projects. The successful candidate will bring a wealth of experience in contact centre operations, project management, BPO setup, and stakeholder management. This role is pivotal in ensuring that our contact centre functions at peak efficiency, delivering superior customer experiences, and aligning with our strategic business goals.

Key Responsibilities:

1. Project Management Lead the end-to-end management of contact centre projects, ensuring delivery within scope, time, and budget constraints.
   Develop comprehensive project plans, allocate resources effectively, and utilize project management tools to track progress.
   Proactively identify risks and implement mitigation strategies, managing changes in project scope, schedule, and costs efficiently.
   
2. Contact Centre Operations Conduct thorough analyses of call flows, customer service metrics, and operational performance to drive continuous improvement.
   Implement industry best practices to enhance customer satisfaction, streamline processes, and optimize contact centre performance.
   Stay abreast of emerging technologies and trends in contact centre management to ensure our operations remain cutting-edge.
   
3. BPO Setup and Management Lead the strategic setup and transition of Business Process Outsourcing (BPO) operations, ensuring seamless integration with existing processes.
   Develop and execute outsourcing strategies, oversee vendor selection, negotiate contracts, and manage transition plans.
   Design scalable BPO models that align with organizational goals and support long-term growth.
   
4. Stakeholder Management Act as a primary liaison between clients, vendors, and internal teams, ensuring clear communication and alignment of objectives.
   Manage stakeholder expectations, resolve conflicts, and maintain strong relationships to facilitate project success.
   Ensure client requirements are consistently met while balancing internal resources and capabilities.
   

Company Overview

APP Systems Services (APP) is a leading regional organization with strategically located sales offices and service centers across Southeast Asia and India. Our headquarter in Singapore serves as the central hub for innovation, collaboration, and operational excellence.

At APP, we are committed to providing advanced solutions in electronics, bioscience, vacuum technology, and related products, along with efficient after-sales support. Our expertise extends to critical processes/services in the semiconductor,  optics, pharmaceuticals, bioscience, R&D and defence industry. Through longstanding partnerships with global industry leaders, we have built a reputation for quality, reliability and technological leadership.

Why Join us?

We are an established and diversified group of companies specializing in high-technology products and process plants. APP has experienced significant growth in recent years. We nurture a supportive and empowering environment for motivated individuals to unlock their full potential. If you're ready to challenge yourself and showcase your abilities, APP offers the perfect environment for you to thrive.

We are looking for an Assistant Service Manager to oversee our Chiller Service team in Singapore. This role is ideal for someone ready to step into a leadership position while still leveraging strong technical knowledge in Chiller systems.

In this role, you will play a key role in ensuring the reliable operation of cooling systems across industrial and semiconductor environments, while system uptime and quality are critical.

What You Will Do:

·       Manage overall repair and installation operations of the Chiller service team.

·       Lead and guide a team of service engineers in troubleshooting, servicing and preventive maintenance, while providing support for on-site servicing activities when required.

·       Ensure high workmanship quality, safety compliance, and minimal downtime for customers.

·       Supervise, coach and develop engineers to strengthen team capability and maintain consistent service quality.

·       Participate in chiller installation projects including site coordination/installation, electrical interface, commissioning, testing, and handover.

·       Plan and coordinate manpower deployment, job scheduling, tools readiness, spare parts availability, and service documentation to support efficient operations.

·       Manage customer communication, support technical discussions and resolve site escalations in a professional and timely manner.

·       Drive continuous improvement in service processes, productivity, and system reliability.

What You Must Have:

·       Bachelor’s Degree in Mechanical Engineering, Electrical Engineering, or a related technical discipline.

·       Minimum 4 years of relevant experience in industrial or commercial refrigeration and chiller system, including leadership exposure.

·       Strong troubleshooting and diagnostic skills

·       Experience managing or guiding a team on-site or in service operations

·       Good communication skills to handle customers and internal coordination.

·       Able work in a fast-paced service environment.

Why Join Us

·       Supportive team environment with structured operations

·       Opportunity to grow both technical and management skills

·       Stable company with consistence service demand.

• Manage Centre operations and collaborate with sheltered workshop
• Engage stakeholders to contribute with long-term strategic planning
• Oversee staff onboarding, professional training, performance appraisals, and fostering team morale.
• Partner with therapists and Allied Professionals to design, execute, and assess developmental programs
• Plan staff scheduling, and resource management to maintain high-quality service standards and operational efficiency.
• Ensure the centre remains audit-ready by managing administrative workflows, data reporting, and strict adherence to regulatory standards and internal SOPs.
• Act as a strategic deputy to the Deputy Director, assisting with high-level development projects and organisational goals.
  

Job Requirements:

• Minimum Degree in Psychology or relevant certificate
• Minimum 2 years experience working in sheltered homes or inclusive schools
• Working Hours: Monday to Thursday - 8am to 5.30pm & Friday 8am to 5pm

Check out www.abercare.sg for more details

Interested applicants may send in your resume to career@abercare.sg

Abercare.sg | EA License No. 18C9070 | KOH SU WEN, CLARISSA| Registration No. R24119504

Company Overview

APP Systems Services (APP) is a leading regional organization with strategically located sales offices and service centers across Southeast Asia and India. Our headquarter in Singapore serves as the central hub for innovation, collaboration, and operational excellence.

At APP, we are committed to providing advanced solutions in electronics, bioscience, vacuum technology, and related products, along with efficient after-sales support. Our expertise extends to critical processes/services in the semiconductor,  optics, pharmaceuticals, bioscience, R&D and defence industry. Through longstanding partnerships with global industry leaders, we have built a reputation for quality, reliability and technological leadership.

Why Join us?

We are an established and diversified group of companies specializing in high-technology products and process plants. APP has experienced significant growth in recent years. We nurture a supportive and empowering environment for motivated individuals to unlock their full potential. If you're ready to challenge yourself and showcase your abilities, APP offers the perfect environment for you to thrive.

We are looking for an Assistant Service Manager to manage the CTI Cryogenic Field Service. This role is ideal for someone ready to step into a leadership position while leveraging strong technical knowledge in cryogenic.

In this role, you will play a key role in ensuring the reliable operation of cryogenic across customer environments, where system performance precision and uptime are critical.

What You Will Do:

·       Lead and support field service activities for CTI cryopumps, including installation, troubleshooting, regeneration issues, cooldown performance, leak diagnostics, and controller interfacing.

·       Lead and guide Service Engineers and technicians, providing technical support for escalation cases and complex issues.

·       Ensure all service activities meet quality standards, safety requirements, and proper documentation practices.

·       Support and participate in complex on-site troubleshooting, diagnostics and root cause analysis when required.

·       Drive continuous improvement of workflow and installation/troubleshooting methods.

·       Support manpower planning and coordination of service jobs daily.

·       Coach and mentor the field service team to strengthen technical capabilities and overall performance.

What You Must Have:

·       Bachelor’s degree in Mechanical Engineering, Electrical Engineering, or a related technical discipline.

·       Minimum 4 years of relevant experience in vacuum systems or similar industrial equipment , including leadership exposure.  

·       Strong troubleshooting capability in electrical and mechanical systems.

·       Strong communication and documentation skills, with the ability to interface professionally with customers, suppliers, and internal stakeholders.

·       Experience with CTI cryopumps or vacuum pumps will be an added advantage.

Why Join Us

·       Take on a leadership role in a highly specialized technical field

·       Work on advanced cryogenic and vacuum systems in critical environments

·       Opportunity to develop both technical expertise and team leadership skills

·       Be part of a team focused on quality, precision and continuous improvement

·       Stable and growing service operations

Company Overview

ACN International Pte. Ltd. is a Singapore precision assembly services provider delivering structured production capacity for complex mechanical and electrical build platforms. We partner with customers across electronics, industrial, and precision engineering sectors to deliver consistent, high-quality production outcomes.

Job Summary

ACN International is looking for a Senior Customer Account Manager to own and grow key customer relationships at our Tai Seng facility. This is a senior commercial role — you will be the primary interface between ACN and its customers, driving account health, delivery performance, and revenue growth while working closely with internal operations teams.

Responsibilities:

Account Ownership & Customer Management

• Serve as the primary point of contact for assigned customer accounts
• Build and maintain strong, long-term customer relationships at operational and management levels
• Conduct regular account reviews — delivery performance, quality, capacity, and commercial terms
• Anticipate customer needs and proactively propose solutions before issues escalate
• Manage customer expectations on delivery commitments, capacity constraints, and programme changes

Commercial Development

• Identify and develop opportunities to grow revenue within existing accounts
• Support new account acquisition — qualification, proposals, and onboarding
• Negotiate commercial terms, pricing, and contract renewals in coordination with management
• Track account P&L and flag commercial risks or margin erosion early

Programme & Delivery Coordination

• Translate customer requirements into internal production briefs for the operations team
• Monitor programme delivery against customer commitments — escalate internally when at risk
• Coordinate across Production, Planning, Procurement, Engineering, and Quality to resolve customer-impacting issues
• Lead customer-facing programme reviews and ensure follow-through on all action items

Issue & Escalation Management

• Own customer complaints and quality escalations end-to-end — from acknowledgement to closure
• Drive root cause analysis and corrective action responses to customers
• Maintain customer satisfaction scores and act on feedback promptly

Reporting & Governance

• Maintain accurate account records, meeting notes, and action logs
• Prepare monthly account performance reports for internal and customer review
• Provide management with commercial pipeline updates and account risk assessments

Requirements:

• Singapore Citizen or Permanent Resident only
• Diploma or Degree in Engineering, Business, Supply Chain, or related field
• Minimum 5 years of experience in customer account management, programme management, or business development in a manufacturing or precision engineering environment
• Proven track record of managing key accounts independently with full commercial accountability
• Familiarity with EMS, contract manufacturing, or precision assembly workflows strongly preferred
• Strong negotiation, communication, and stakeholder management skills
• Analytical, detail-oriented, and commercially astute
• Able to manage multiple accounts simultaneously under pressure
• Clear written and verbal communication in English

What We Offer:

• Basic salary $5,500–$7,000 based on experience
• Annual Wage Supplement (AWS)
• Medical benefits
• Annual leave entitlement in accordance with the Employment Act
• Senior role with full account ownership from Day 1
• Direct exposure to ACN's commercial growth agenda
• Clear progression path within ACN's commercial leadership

Working Hours: Monday–Friday, Day Shift (5-day work week)

Location: Tai Seng, Singapore

Employment Type: Permanent, Full-Time

Employer: ACN International Pte. Ltd. (UEN 201629752R)

RESPONSIBILITIES

·       Oversee the service team’s daily operations.

·       Provide guidance, coaching, mentoring and motivating the team members.

·       Supervise and manage service recovery process to drive customer satisfaction level.

·       Actively lead and participate in process and system improvements, identify areas for continual improvement and business process re-engineering.

·       Evaluate and monitor of contractors’ performance and KPIs.

·       Provide service support and propose recommendations and resolve product quality issues for overseas distributors.

·       Setting and monitoring of KPIs, budget and cost control.

·       Generation of reports.

REQUIREMENT

·       Degree in Engineering or related discipline.

·       Min 8 years of experience in after sales management industry with 3 years in supervisory role.

·       Strong knowledge in Home Appliances and Audio Visual products.

·       Sound knowledge in vendor management and call centre operations.

·       Proficient in MS Office applications.

·       Customer Service oriented.

·       Good interpersonal, negotiation, presentation, and communication skills.

·       Strong analytical skills – able to demonstrate logical thought process, meeting customer demands and expectations.

·       Strong in project management and able to work under pressure in a fast pace environment.

·       Able to travel as and when required.

Please submit resumes to jason.chow@oaktree.com.sg with the following details in MS Word format:

- Position applying for

- Current remuneration

- Expected remuneration

- Notice period

Jason Chow Yew Fai

EA License No :       06C4642

EA Reg No :            R25158800

We regret that only shortlisted candidates will be notified.

• Oversee daily restaurant operations to ensure all activities run smoothly and efficiently, including opening and closing procedures.
• Manage and schedule staff shifts, considering peak times and special events, to maintain optimal service levels without overstaffing.
• Train new hires on restaurant policies, customer service standards, and operational procedures to ensure a consistent dining experience.
• Monitor inventory levels of food supplies and kitchen materials, placing orders as necessary to avoid shortages or excess.
• Resolve customer complaints regarding food quality or service to maintain a positive dining experience and uphold the restaurant’s reputation.
• Enforce health and safety regulations, conducting regular inspections to ensure the dining area and kitchen comply with local laws and standards.
• Coordinate with the kitchen staff to manage the timing of meal preparation, ensuring food comes out simultaneously and at the correct temperature.
• Implement marketing and promotional strategies, such as special events or discounts, to attract new customers and retain regulars.

Staff Scheduling: Allocating shifts efficiently to match the restaurant’s operational demands during busy periods requires a detailed approach. It involves considering each staff member’s availability and expertise to ensure smooth operations, directly influencing customer satisfaction and team morale. Adjustments may need to be made on the fly to tackle unforeseen challenges or capitalize on sudden opportunities.

Inventory Management: Keeping stock levels in perfect balance to meet customer demand without excess is critical. Conducting regular audits, employing precise forecasting, and maintaining open lines of communication with suppliers and kitchen staff are necessary to adjust orders, optimize costs, and reduce waste.

Customer Service Excellence: Handling guest complaints and inquiries with promptness, empathy, and effective solutions can transform negative experiences into positive outcomes. Anticipating customer needs and providing personalized service that goes beyond expectations helps build loyalty, enhances the dining experience, and encourages repeat visits.

Conflict Resolution: Addressing disputes among staff or with customers while remaining calm and professional ensures the dining atmosphere stays enjoyable for everyone. Quick and diplomatic resolution of issues keeps the operational flow uninterrupted.

Sales Forecasting: Predicting guest numbers and spending patterns enables optimization of staffing and inventory, balancing operational efficiency with customer satisfaction. Adjusting marketing strategies and menu offerings in anticipation of demand drives revenue growth and improves the dining experience.

A Restaurant Floor Manager operates in a dynamic, fast-paced environment, primarily within the dining area and kitchen of a restaurant. Their workspace is the restaurant itself, where they oversee staff, manage customer service, and ensure the dining experience meets the establishment’s standards. They utilize various tools, from reservation software to communication devices, to coordinate activities on the floor.

Work hours for a floor manager can be long and often include evenings, weekends, and holidays, reflecting the restaurant’s operating hours. The dress code tends to be formal or semi-formal, aligning with the restaurant’s ambiance.

The social environment is highly interactive, involving constant communication with both staff and customers. This role demands a high level of emotional intelligence to manage the diverse needs and sometimes high-stress situations that can arise. Opportunities for professional development are present, with the potential for advancement to higher management positions or specialized roles within larger restaurant chains. Technology plays a significant role in streamlining operations, from scheduling to inventory management.

Despite the demanding hours, many find the work rewarding due to the direct impact on customer satisfaction and the camaraderie developed within the team.

Position: Wine Bar Restaurant Manager

5 day work week : Monday to Friday

Location : Changi Airport

Oversee the delivery of IT services, ensuring they meet established SLAs and service quality standards.

· Handle escalations and major incidents, ensuring timely resolution and effective communication with stakeholders. Investigate and escalate lapses or complaints relating to the Service Desk Engineers to the team.

· Leads the team to perform service recovery in the event of issues.

· Manage daily manpower resourcing by overseeing both the Service Desk team and a pool of buffer Service Desk engineers to cover planned leaves/urgent leave/ medical leave.

· Mentor, provide guidance and support to the Service Desk team.

· Lead and develop the service desk team, including hiring, training, and performance evaluations.

· Ensure the team knows how to use the provided tool (e.g., ServiceNow) effectively for ticket management and service delivery.

· Ensure the entire team is familiar with and kept up-to-date on the service desk processes and workflow.

· Identify and implement improvements along with updating of documentation for service desk processes and procedures.

· Foster a customer-centric culture within the team, emphasising excellent customer service.

· Attends regular meeting (weekly and monthly) with the Team and prepare weekly and monthly reports.

· Suggest and implement service improvement plans to enhance service delivery and employee satisfaction.

· Provide suggestions to the team on what to update in the IT Service Desk playbook, ensuring it is comprehensive and current.

· Stay relevant with industry trends and best practices, integrating them into the service delivery strategy.

· Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.

· Degree in Computer Science, Information Technology, or a related field.

· ITIL 4 Foundation Certification

· ITIL 4 Intermediate / Expert preferred

· Project Management Professional (PMP) or similar will be an added advantage.

· Strong understanding of minimally end user computing devices, M365 applications, network, endpoint protection and Video Conferencing/ AV solutions will be an advantage

· Proficiency in using ESM tools such as ServiceNow.

· Prior experience in a service delivery or IT management role within a corporate environment.

· Strong background in managing and leading IT Service Desk operations and teams for at least 3 years.

· Excellent leadership, team and stakeholder management skills.

· Strong communication and interpersonal skills.

· Strategic thinking and problem-solving abilities.

· Strong time management and multitasking skills.

· High level of customer service orientation.

Location: Changi Airport
Work Week: 5 Days
Salary Range: SGD 5,000 – 7,000

We are seeking a dynamic and driven IT Service Desk Mgr to join our team. This role offers the opportunity to lead a high-performing service desk function, contribute to a globally recognized organization, and make a real impact on operational excellence and customer experience.

Key Responsibilities

Service Delivery & Quality

• Ensure IT and administrative services consistently meet SLA and quality benchmarks.
• Take ownership of escalations, major incidents, and service recovery, ensuring timely and effective resolution.
• Drive continuous improvement initiatives to elevate service standards.

Team Leadership & Development

• Lead and inspire the Service Desk team by managing resourcing, training, mentoring, and performance evaluation.
• Champion a customer-first culture, fostering accountability and service excellence.
• Play a key role in talent acquisition and building a strong, future-ready team.

Process & Tools Optimization

• Ensure effective utilization of the tools (e.g., ServiceNow) for seamless ticketing and workflow management.
• Keep documentation, workflows, and processes up-to-date and aligned with best practices.
• Identify and implement innovations to enhance service desk efficiency.

Stakeholder Engagement & Reporting

• Represent the service desk in regular cross-functional meetings.
• Deliver insightful weekly and monthly reports, providing actionable recommendations.
• Offer feedback to refine the IT Service Desk playbook and drive operational improvements.

Strategic Growth & Industry Best Practices

• Stay ahead of emerging industry trends and integrate relevant practices into operations.
• Align service delivery with ITIL frameworks and global service management standards.
• Support the development of long-term strategies to future-proof the service desk.

Qualifications & Skills

Education & Certifications

• Diploma in Computer Science, Information Technology, or related fields.
• ITIL 3 Foundation certification.

Technical Skills

• Proficiency in end-user computing, M365, networking, and AV solutions.
• Strong hands-on experience with ESM tools (e.g., ServiceNow).

Experience

• At least 3 years of IT Service Desk management experience in a corporate environment.

Soft Skills

• Exceptional leadership, communication, and stakeholder management skills.
• Strong strategic thinking, multitasking, and time management abilities.
• A natural customer advocate with a passion for service excellence.