IT Manager - Technology & Operations

About the role

This position sits within the Singapore Technology and Digital Services team and is centered on keeping technology services running smoothly for export markets in Southeast Asia that are managed from Singapore, such as Indonesia and the Philippines. It covers both application and infrastructure services.

You will partner with local IT teams across the relevant markets to run and improve services delivered at global and regional levels by internal teams and external vendors. A major part of the role is maintaining service quality in the assigned countries so that service level targets are met and business and user satisfaction remains high.

The role also includes leading information security remediation and enforcement work driven by global and regional security teams.

In addition, you will scope, plan, and deliver technology projects with consultants, service providers, and local IT teams. These projects may originate from global or regional IT, or be requested by regional and local business leaders. As part of the APAC SDM Community, you will help ensure compliance with global and regional standards, processes, and procedures applicable to Singapore and the export markets in Southeast Asia.

Strong communication and stakeholder management skills are essential, as this role requires close collaboration with business teams and multiple IT groups to deliver complex initiatives.

Service management

• Oversee incidents, problems, end-user computing support teams in-country, and offshore support vendors.
• Assess change implementations and their outcomes for the assigned market, including failed changes, their business effect, and improvements to reduce future disruption.
• Own the market’s incident, support, and escalation workflows, ensuring strong performance, accurate reporting, and continuous service improvement when needed.
• Take charge of major incidents with support from the Major Incident Manager, coordinating all resolution parties, stakeholder updates, and the post-incident review process.
• Track, govern, and support service delivery by making sure the right systems, methods, and procedures are in place and followed; also define and produce reports on key metrics and KPIs.
• Be accountable for service quality and operational performance in the market, while ensuring growth and project demand is reflected in capacity planning for all related systems.
• Maintain a high level of customer satisfaction by working with relevant teams on service improvement plans and monitoring progress against agreed SIPs.
• Develop and sustain relationships with internal clients and other stakeholders to review service levels and identify improvement opportunities.
• Manage the inventory of IT hardware and software assets.
• Implement and oversee service delivery management initiatives led by global and regional teams.
• Own application incidents and request tickets end to end, coordinating with regional application teams and local IT teams to close issues; regional application teams should handle detailed troubleshooting and resolution, with local IT support as required.
• Work with internal and external delivery and support partners so the local IT manager can keep local and regional applications healthy and ensure timely incident support.

Project delivery

• Serve as the in-country delivery lead for infrastructure work related to new site openings, renovations, and relocations.
• Promote service and support considerations within projects, build a clear understanding of project impacts to your service area, and help minimize and agree on service disruption.
• Manage regional service vendors delivering projects, including new boutique or counter openings and renovations, as needed by the business or according to the regional IT project plan.
• Coordinate with internal teams and third-party partners to ensure project work is executed on schedule and according to plan.
• Advise on vendor quotations and budgets for third-party work, and suggest alternative infrastructure solutions aligned with global and regional standards.

Budget and performance management

• Recommend service improvement actions and ensure they are completed promptly.
• Oversee and track the market service delivery budget related to infrastructure and service management.
• Work with internal and external teams to make sure actions are completed to protect and enhance services.
• Contribute inputs to regional IT Service and Operations Management for regional budget and performance tracking.

Security and data protection

• Lead remediation efforts for security risks identified by internal or external parties.
• Communicate potential risks to local business management and escalate where necessary.
• Coordinate awareness initiatives on data protection with local business management.

Audit

• Respond to requests from auditors for service delivery information during internal and external audits.
• Follow up on auditor comments in a timely manner.

Automation

• Support ad hoc automation requests using tools such as Microsoft Power Automate and Microsoft Apps.
• Gather end-user requirements, develop solutions, and perform testing.
• Maintain locally developed Microsoft Apps.
• Document business requirements and technical solutions.
• Share local solutions with other markets where appropriate.

Additional expectations

You will thrive in a highly collaborative environment where partnership with business stakeholders is key. Curiosity for new technology and data, along with a drive to improve IT service management processes and standards, will support success in this role. The organization values listening, co-creation, inclusiveness, user-centric design, and agility in building holistic solutions. You should also be comfortable in a workplace that encourages people to work to their strengths and grow with support.

What you bring

• At least 8 years of practical experience in service delivery management, with exposure to production infrastructure and application support.
• A degree in engineering, computer science, information technology, or a related technical field is preferred.
• ITIL v3 or v4 Foundation certification is preferred, with intermediate or expert-level certification an advantage; PMP certification is also preferred.
• Strong organization, self-drive, enthusiasm, and a demonstrated ability to learn quickly.
• Proven ability to manage multiple priorities and solve problems with a positive, solution-focused mindset.
• Solid experience in IT service management and project management, supported by a strong track record.
• Creative problem-solving, design, and testing capability, paired with a strong delivery mindset.
• Confidence and adaptability to work under pressure while delivering effective, high-quality solutions and designs.

What the employer offers

• The opportunity to work with a globally recognized luxury brand.
• Continuous learning and development to strengthen your expertise.
• A supportive team environment that values your contribution.
• A competitive compensation and benefits package.

Inclusive culture

The organization is committed to building an inclusive environment that supports personal growth and collective progress. Diversity of experience and perspective is seen as a strength that improves team effectiveness, and applications are encouraged from candidates who can bring new viewpoints, experience, and potential to the team.