Head, Managed Services

Responsibilities

• Responsible for management and delivery of the ITOSM practice/ function, including 24×7 Ops and Service Desk for customers in Singapore and overseas
• Provide leadership and guidance to both the internal team and bridging partners to deliver best-in-class services to all stakeholders
• Manage the entire IT Infra lifecycle from design, build, maintain to retire and transformation
• Responsible for optimum ITOSM practice functions across the ITeS Services lifecycle – Compute, Storage, Networks, ITSM, BCP/ DR across Public, Private and Hybrid Cloud environments as well as CII
• Responsible for Project Planning, Execution, Management, IT Financial Forecasting, Planning & Cost Management
• Exceptionally strong technical background in ITSM, Networks, Systems, DC and Cloud infra and solutions
• Good communication and problem solving skills
• Great organizational, collaboration and planning skills.

Program Leadership (60%)

• Overall Lead for delivery of the ITOSM (IT Operations and Service Management) Initiatives for STE-MSS’s Tech transformation program, including maintaining oversight of all work-streams and maintain direction and appropriate pace;
• Lead the ITOSM teams to develop and execute a plan for STE-MSS to deliver to the objectives of the transformation program;
• Enable and facilitate the detailed design of change initiatives in line with organisational design principles;
• Lead and facilitate the design and implementation of approved work-streams;
• Ensure transfer of knowledge and ownership from the program to the rest of the GTO organisation;
• Ensure external perspective in change management and business design is considered and, where appropriate, adopted
• Manage conflicting priorities and inter-dependencies of the program and other organisational priorities and advising on the course of action as appropriate;
• Manage organisational risks in respect of the transformation program

Strategic Planning and Alignment (20%)

• Identify strategic enterprise-wide STE-MSS initiatives aimed at driving consistency, efficiency and alignment across the Technology teams within STE-MSS;
• Define implementation roadmap for strategic technology initiatives with identification of near term and long term goals/ benefits.
• Review and identify continuous improvement opportunities within STE-MSS harnessing best practices, industry leading framework as well as leading innovative tools and technologies in making us a highly effective and quality-driven delivery team

Stakeholder Management (20%)

• Build relationship and networks with senior stakeholders across the STE-MSS organisation and our customers, providing support to the business segment, facilitating sessions where appropriate;
• Partner with key teams across the organisation to identify key transformation levers and deliver the change
• Ensure engagement with senior leads is maintained for the duration of the program and deals professionally and diplomatically with any issues, concerns and sensitivities;
• Proactively seek opportunities for establishing, building and maintaining successful relationships with partners, stakeholders and agencies in order to identify opportunities to deliver efficiencies and innovation to the organisation

Requirements

• Bachelor’s Degree/ Master’s degree in IT, computer engineering or related field or equivalent experience
• At least 12-15 years’ work experience in large and complex organisations preferably in the area of ITOSM with at least 5 years in a leadership/ management role.
• Those with relevant experience in the area of technology strategy and transformation for large scale Government, FSI, SI organisations will be preferred.
• A proven, successful track record of managing IT strategic planning and delivery, organisational change management, redesign and/ or transformation
• Determined, resourceful and adaptable individual with ability to thrive in ambiguity
• Good understanding of the Government sector and products, existing relationships and credibility, wider government priorities/ legislation in the region and the changing social and economic context of the business
• Demonstrated success in developing highly effective working relationships with internal and external stakeholders to deliver collaboration, partnerships and services.

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