Ariston Ariston

Service Management Lead

Service Management Lead

Job Category: Service Management
Job Type: Contract Full Time
Job Location: Singapore

Key Job Responsibilities:

  • Lead the team in supporting the service management functions including providing application support and resolving issues within SLA. Hands-on support may be required.
  • Responsible in working with Operations Manager and various leads on management reporting (both internal and external).
  • Maintain, analyze and report metrics (work with team members).
  • Communicate the metrics reporting standards and verify that metric results are delivered to the concerned teams for reporting.
  • Coordinate and gather key performance indicators and metrics data, collate and prepare for service reporting.
  • Identify opportunities for metrics performance and/or process/service improvement initiatives.
  • Overall tracking of SLA and KPI performance.
  • Lead in various operational, service level performance, audit, administrative and service management scope of services.
  • Performs other IT Service Management related support functions as required.
  • Liaise with key stakeholders on any escalation of issues/operation matters
  • Identify areas of improvements within process and system design/setup, and drive the team to deliver.
  • Review and coach junior team members in their tasks.
  • Manage and coordinate client requests where required.

Job Requirements:

  • ITIL / ITSM background in mid to enterprise size environments and experience working on application support projects.
  • Strives in large-scale, complex and mission-critical projects and environments.
  • Experience in ITIL processes, especially for application support and maintaining and using ITSM tools
  • Good knowledge of Microsoft Office Suite (Project, Visio, Word, Excel, etc.).

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