Senior Manager / Assistant Director, ITSS (Service Management - CIO Office) (3 years renewable contract)
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Reporting to DD, Policy and Process, CIOO
Lead in the design, review, monitoring and improvement of service delivery targets, end to end, for all IT services provided to A*STAR entities, including common IT services, application support and scientific IT device support.
Categorise and continuously review the services and support provided by ITSS to all A*STAR HQ entities and REs, to ensure impact and relevance to A*STAR?s business and priorities.
Coordinate with IT Partners and functional teams to improve client satisfaction levels at A*STAR?s HQ entities and REs, and coordinate and manage incidents escalated by A*STAR users to ITSS.
Manage the operation of ITSS?s service management platform to meet A*STAR?s service management needs.
Assist CIO in CIOO-owned systems and as IT quality service manager in ensuring timely delivery of IT services, addressing feedback and timely issue resolution for continuous improvement.
As a team member of the CIO Office, deliver on initiatives that create A*STAR-wide impact in planning excellence, process excellence and service excellence.
JOB REQUIREMENTS
At least 8 years of working experience, with deep experience and know-how in IT service management and related frameworks e.g. ITIL
At least 3 years of demonstrated experience in managing IT service delivery, incident and problem management, change management, and service improvement.
Experience in managing or supporting IT projects, IT systems and vendors.
Demonstrated ability in leading and coordinating workstreams involving multi-disciplinary teams, and collaborating effectively with business and IT stakeholders.
Demonstrated versatility and readiness in managing and performing IT management tasks beyond immediate scope of work, such as in IT planning, policy development and risk management.
Strong writing and verbal communication skills.
Good at critical reasoning & analysis, problem-solving, good time management & prioritisation, with a focus on continuous improvement.
Experience with ITSM tools such as ServiceNow is an added advantage
The above eligibility criteria are not exhaustive. A*STAR may include additional selection criteria based on its prevailing recruitment policies. These policies may be amended from time to time without notice. We regret that only shortlisted candidates will be notified.
Type of Employment : Full-Time
Minimum Experience : 8 Years
Work Location : Biopolis
Lead in the design, review, monitoring and improvement of service delivery targets, end to end, for all IT services provided to A*STAR entities, including common IT services, application support and scientific IT device support.
Categorise and continuously review the services and support provided by ITSS to all A*STAR HQ entities and REs, to ensure impact and relevance to A*STAR?s business and priorities.
Coordinate with IT Partners and functional teams to improve client satisfaction levels at A*STAR?s HQ entities and REs, and coordinate and manage incidents escalated by A*STAR users to ITSS.
Manage the operation of ITSS?s service management platform to meet A*STAR?s service management needs.
Assist CIO in CIOO-owned systems and as IT quality service manager in ensuring timely delivery of IT services, addressing feedback and timely issue resolution for continuous improvement.
As a team member of the CIO Office, deliver on initiatives that create A*STAR-wide impact in planning excellence, process excellence and service excellence.
JOB REQUIREMENTS
At least 8 years of working experience, with deep experience and know-how in IT service management and related frameworks e.g. ITIL
At least 3 years of demonstrated experience in managing IT service delivery, incident and problem management, change management, and service improvement.
Experience in managing or supporting IT projects, IT systems and vendors.
Demonstrated ability in leading and coordinating workstreams involving multi-disciplinary teams, and collaborating effectively with business and IT stakeholders.
Demonstrated versatility and readiness in managing and performing IT management tasks beyond immediate scope of work, such as in IT planning, policy development and risk management.
Strong writing and verbal communication skills.
Good at critical reasoning & analysis, problem-solving, good time management & prioritisation, with a focus on continuous improvement.
Experience with ITSM tools such as ServiceNow is an added advantage
The above eligibility criteria are not exhaustive. A*STAR may include additional selection criteria based on its prevailing recruitment policies. These policies may be amended from time to time without notice. We regret that only shortlisted candidates will be notified.
Type of Employment : Full-Time
Minimum Experience : 8 Years
Work Location : Biopolis
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