We are looking for an IT Service Manager on a 6 months contract role to support my clients project. There is a high possibility for this contract to extend further as the team is trying to make a business proposal to support the hiring for this resource for a longer term duration.
Role Overview:
You will be accountable to manage, liase and coordinate with Vendors, look after the ITSM, help manage the Matrix, help review and manage the Service level Reporting.
- Responsible for overseeing the performance and daily IT service operations delivered to our Singapore office, a pivotal strategic customer.
- Essential to forge robust relationships among internal IT teams, external partners, and the Legal Entity.
- Develop and maintain relationships between business areas and IT to enhance mutual business outcomes.
Main Responsibilities:
As a Member of the IT Enterprise Service Team:
- Serve as the primary interface and escalation point for IT matters in Singapore, collaborating closely with internal and external IT teams.
- Identify areas for improvement across the IT landscape and provide recommendations as part of Continual Service Improvement (CSI).
- Ensure alignment of business needs and priorities within IT.
- Manage customer issues and complaints effectively.
As an IT Service Manager:
- Develop and nurture relationships between business areas and IT for mutual business benefit.
- Ensure clear understanding of business needs and effective delivery of IT services to meet those requirements.
- Take accountability for consistent delivery of IT service levels in Singapore at a high standard.
- Measure and report agreed service levels and KPIs through regular Legal Entities service review forums.
- Implement customer satisfaction measures using CSAT, Nexthink, and Happy Signals.
- Provide escalation management support to IT for expedited issue resolution.
- Proactively anticipate and mitigate risks and issues.
- Facilitate issue resolution and communicate cross-departmental discussions and decisions clearly.
- Conduct regular reviews of service provision and identify opportunities for improvement, emphasizing intuitive self-service and help capabilities.
- Manage all service improvement plans to successful completion.
- Coordinate with IT and stakeholders to ensure smooth transition of changes into production, maintaining clear communication throughout.
- Actively promote and enhance the profile of the IT department, advocating positively for IT and its personnel.
To be successful in this role, you will need to:
- Embrace and advocate the MS Amlin culture.
- Collaborate effectively as part of the IT team.
- Demonstrate a service-oriented mindset and inspire internal and external teams to deliver exceptional service.
- Enjoy analyzing service trends and driving improvements as part of CSI.
- Have a track record of building strong relationships and collaborating with global IT teams across diverse internal and external functions.
What We Require:
- Excellent understanding of IT Service Delivery practices, particularly ITIL v4.
- Experience delivering IT services in the APAC region.
- Strong knowledge and experience within the insurance industry.
Argyll Scott Consulting Pte Ltd
