Job Description:

This role is highly oriented around ITIL and the ideal candidate for this position will have practical experience in managing ITIL framed IT service management processes. Will play a lead role and assist other IT leaders in entrenching a "business and service culture" within IT.

• Serve as a senior team lead in IT Service Management (ITSM) projects such as providing guidance and advice involving ITSM processes, including assessment, design, implementation and improvement of those processes.
• Define and lead the ITSM process development and improvement roadmap for multiple ITIL framed processes to improve alignment and business outcomes for IT Operations department.
• Develop both short (6-12 months) and long term (1-3 years) process roadmaps, support by documented goals and maturity levels to be achieved over that time period.
• Collaborate with SMUD service owners to provide thought leadership regarding trends in ITSM and ITIL process development and ownership.
• Search, identify, export and analyze data associated with ITSM processes as required for KPI, CSF and Operational Metrics reporting, and develop, document and present trending information and reports related to this analysis to all stakeholders as applicable.
• Focus on structuring and restructuring processes, identifying scope and assessing the improvement or design requirements of ITIL v3 based Service Management processes and related documentation. Editing, formatting and publishing of ITSM process documentation as required.
• Assists with the requirements gathering, designing, recommendation and implementation of replacement ITSM tool (e.g. BMC, ServiceNow, CA, etc.)
• Define, develop, document, train and implement the service level management process, procedures and related work instructions.
• Internally within IT, establish and maintain strong working relationships with Directors, Managers, Business Relationship Managers, Process Owners and key stakeholders.
• Create and maintain a catalog of customer facing and IT technical services.
• Design, map out, get buy-in for, and maintain the most appropriate SLM structure for SMUD
• Negotiate, get buy-in for, design, and maintain Service Level Agreements (SLAs) with internal customers
• Work with Change Managers to understand the SLM requirements for proposed new services and change
• Stay abreast of new trends and technologies pertaining to ITSM best practices & Agile methodologies.

Qualifications:

• Bachelor's degree (CSC, CE or MIS) or higher strongly preferred or equivalent experience in a related field.
• 7 or more years of related and progressive experience combining IT delivery, operations, and service management.
• Must have demonstrated expertise in ITIL, ability to establish vision, drive organizational change and deliver positive results in an IT operations environment.
• Demonstrated ability to facilitate cross-functional teams to develop, document and improve processes.
• Experience in implementing a structured approach and process to IT service delivery and support within a corporate environment.
• Experience developing and managing SLA's, key performance indicators (KPIs) and critical success factors (CSFs) for ITIL processes and various IT work environments.
• Experience working with ITSM software applications, analyzing and directing improvements for business results.
• Experience in developing continuous improvement programs for ITIL processes and IT services with clearly defined outcomes and success criteria.
• Have Skills in the areas of Planning, Scheduling, Tracking, Monitoring, Status Reporting,
• MUST have Minimum ITIL Intermediate Level Certification.
• MUST understand Agile Methodologies and it’s application and adopt into ITIL framework.
• Any other responsibilities as and when assigned by superior

About Us:

NTUC Enterprise Co-operative Limited is the holding entity and single largest shareholder of the NTUC group of Social Enterprises. We aim to create a greater social force to do good by harnessing the capabilities of the social enterprises to meet pressing social needs in areas like health and eldercare, childcare, daily essentials, cooked food and financial services. Serving over two million customers, NTUC Enterprise wants to enable and empower all in Singapore to live better and more meaningful lives.

The NTUC Enterprise Centre of Excellence for Data, Digitalisation and Technology leads the transformation of the NTUC Social Enterprises by leveraging digital technologies to become more nimble, adaptable and innovative in today’s digital age. The NTUC Enterprise Centre of Excellence for Data, Digitalisation and Technology has been registered as NTUC Enterprise Nexus, a wholly owned subsidiary of NTUC Enterprise.