IT Service Management Lead

Singapore Press Holdings Limited

Job Description

Day-To-Day Operations:

  • Work with the IT teams and business users to maintain the Service Level Agreement
  • Responsible to ensure that the Service Catalogue is maintained and the service levels are monitored.
  • Responsible for the day-to-day handling of Incidents and Problems in production environment
  • Responsible for communicating, managing, and escalation of issues for all IT operational activities
  • Primary point of contact to bridge Technology teams and Business user departments to track progress of incidents and keep all required parties informed till service is resumed. Raise emergency change requests required to resolve the incident
  • Identify problems through incident data, trend analysis or determination of potential issue sources
  • Ensure relevant stakeholders concur with proposed corrective action plan. Ensure that the corrective solutions are implemented through proper Change Management practices
  • Ensure that the CMDB is aligned to the Service Catalogue, and is updated on a regular basis
  • Ensure that the Service Availability and Capacity management are done in a proactive manner.
  • Produce regular metrics report for effective Service Level Management

Process / Improvements:

  • Define the operational service support processes such as Service Level Management, Incident Management, Problem Management, Service Desk, Configuration Management, Availability Management and Capacity Management and enforce across the teams
  • Monitor the effectiveness of the Service support processes and make recommendations on how to improve the process
  • Ensure that effective tools and automation are implemented for the relevant processes, wherever possible
  • Ensure that process roles are mapped into the supporting organization and the corresponding responsibilities are clearly communicated and established
  • Ensure that service support procedures are documented accurately and regularly updated
  • Act as an advocate for best practices in the areas of Service Management



Job Requirements

  • Degree/Diploma in Computer Science or related field
  • Minimum 5 years of experience in Service Management domain
  • Hands-on experience in handling Incident Management, Problem Management, Service Level Management, Configuration Management, Capacity Management and Availability Management
  • Hands-on experience in SLA reporting to Management forum
  • Good communication skills to be able to work with Service providers, IT teams, business user teams.
  • ITIL Foundation Certificate or ISO 20000 Consultant certificate
  • Permanent / Full Time
Singapore Press Holdings Limited
Work Location
  • 318994
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