Job Description
Our Client:
The organization has a global operation footprint, spanning from Asia to Americas. The business is headquartered in Asia, and it is a global leader in logistics solution specifically catered to the global energy market. Their focus is on offering secure, ocean transportation, and specialized petroleum services to major energy companies, refineries, and trading houses. With decades of global know-how experience, the business poised for growth with their award-winning team. The organization strive to ensure efficient operations across multiple regions to fulfil the world's energy demands.
The Responsibilities:
The range of responsibilities will include but are not limited to:
Organizational IT Services - Primary Representative:
* Champion the endorsed Group/Organization IT service culture
* Align IT Service Delivery and Support solutions with the business' needs and IT requirements
* Assist in SLA negotiation efforts with the business departments/functions
* Provide oversight to the business' IT Service Owners
* Direct and oversee the maintenance of IT Services Catalogue
* Ensure compliance with processes and controls, prioritizing procurement and cybersecurity
* Manage access rights for authorized users and prevent access from unauthorized users
* Verify defined criteria for solution transitioning to operations and ensure readiness for go-live
* Collaborate with Head of IT, Application Managers, and Group ICT on IT solution/service sourcing decisions
* Direct and oversee the maintenance of a single source repository for all IT Services delivered to the business
* Manage and convene CAB (Change Advisory Board) meetings for urgent RFCs (Requests For Change)
Organizational User/Customer Satisfaction:
* Direct and oversee the management of IT Service Accounts (User/Customer Needs and Relationships)
* Work with business users to identify and prioritize support needs, issues, and resolutions
* Champion and promote ongoing service improvements to enhance customer satisfaction
* Direct and oversee periodic user/customer satisfaction surveys
IT Service Delivery and Support Operations - Process Effectiveness and Assurance:
* Accountable for overall process effectiveness and assurance, covering core processes:
* IT Service Account Management (IT Services Catalogue, Business Use Cases, Strategic/Operations Planning, IT Service QA)
* IT Service Transition Management (Delivery, Support)
* Incident/Problem Management (Incident Classification and Prioritization Criteria, Management of L1-4 Resolution Points, Audits of Incident Tickets)
* Knowledge of Cybersecurity Control Standards and management of major cybersecurity breaches
* Change Management (IT Service Configurations)
IT Services Delivery and Support Operations - Performance Management:
* Maintain responsibility for the resolution of service management issues
* Monitor, measure, report, and review current performance of services in the enterprise IT environment
* Ensure SLAs and OLAs are met
* Review service metrics (KPIs) to support continuous improvements
* Set service performance management metrics and direct the preparation of period management reports
Other Responsibilities:
* Capable of executing Crisis Management Responsibilities as required
* Comply with Company's policies and Code of Conduct and Business Ethics (CoBE)
* Other duties and projects may be assigned as needed
The Requirements
Education & Certificates:
* Bachelor's Degree in Computer Science, Software Engineering or related field
* Microsoft Certified Systems Engineer (MCSE) certification
* IT Service Management certification, e.g. ITIL
* Project Management certifications, e.g. PMP, Prince II
Experience:
* Minimum 7 years of experience in IT Service Delivery and Support operations in organizational level, with exposure to Cybersecurity Control Standards
* Experienced in leading cross-functional teams (i.e. business, IT) on projects and/or operational initiatives
* Experienced in managing service accounts (technical, customer relationships)
* At least 5 years of active involvement in projects and operations engagements with senior-level business and IT stakeholders and planning, design, implementation, and operation stages for IT service deployments
* Experience with third-party Vendors is an advantage
Specialized knowledge:
* People management and Team building/management
* IT Service Management (ITSM) KPIs and Processes e.g. ITIL
* Problem solving and decision making skills (e.g. Kepner-Tregoe method)
What's in it For You?
* Competitive salary and benefit package
* Working for one of the globally acknowledged company within the industry. A truly established and leader in the industry
* Available avenues to contribute positively for the organization to grow and being recognized for it
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Disclaimer: The Company complies with the Tripartite Guidelines on Fair Employment Practices (TGFEP), including the prevailing guidelines on recruitment. All qualified applicants will be considered for the position regardless of their age, race, religion, nationality, marital status, or family responsibilities. A more detailed discussion of the TGFEP is available on the Tripartite Alliance for Fair and Progressive Employment Practices (TAFEP) website at https://www.tal.sg/tafep
JO Reference: JO-240209-344817