This position is for Office of Integrated Information Technology Services (IITS)
Assist Senior Associate Director in prioritizing resources to strategize and direct work plan for ETM services delivery
Plan, lead and initiate exploration of new solutions focusing on endpoint security and protection of SMU data to create a smooth service delivery management and safe working environment for the SMU community
Work closely with Senior Associate Director to identify, define and implement endpoints solutions as well as to provide implementation strategy to the IITS management for approval
Lead the team to ensure endpoint devices meet security standards prior being granted network access, supplements centralised security measures to identify and block risky or malicious activities at the point of entry as well as data leak prevention. Also responsible for the tracking of the progress of the projects
Lead the team to provide a reliable operation of TSS service administration management and ensure the uptime, performance, resources, and security of these services meet the business needs including ensuring smooth daily operations of ETM systems
Define support initiatives, champion change and effectively manage the implementation of new services and create new operation processes for ETM
Assist Senior Associate Director to plan, drive, supervise and lead the transformation of services focusing on change management, problem management and vendor management
Manage and oversee the development, architecture, evaluation and establish guidelines /policies to ensure processes are in place to pro-actively achieve consistent service quality through rigorous management of change control and acceptance into service procedures in line with service delivery governance and guidance
Work closely with IT Governance (ITG) Division for audit of the ETM service administration processes
Work closely with Technology Help Centre Assistant Director on the management of resources, processes and schedule details for the new implementation on endpoint devices
Negotiate contractual terms and conditions, and service level agreement with ETM vendors. Monitor service delivery to ensure the agreed targets and standards are met
Establish good user rapport, maintain strong relationships and engagement with key stakeholders. Review feedback and effective communication to smoothen implementation of solution
Resolve cross-functional issues and problems amongst IITS teams and /or other offices and schools
Assist Senior Associate Director in tracking and ensuring the TSS budgets are utilized as planned and to coordinate the budget for TSS
Qualifications:
Degree in Information Technology, Computer Sciences or Engineering
8 to 12 years of experience in managing a highly service oriented technical support team in a fast-paced environment
Strong communication and project management skillsets
Experience and familiar with endpoint security and measures
Strong user focus interaction and resolution experience
Dynamic, proactive and strong organization skill to formulating goals and plans of action
Innovative thinker and problem solver who always keeps abreast of emerging technologies to support the new business needs
Strong interpersonal skill. Patience, tolerance and resilience
Ability to multi-task and prioritize in a high volume, service and process-oriented environment
Able to identify good staff, lead, guide and motivate a team of systems engineers
Wide and excellent vendor contacts and management skills are highly preferred
Excellent negotiation skill is required
Experience in managing large and complex projects, as well as managing vendors
Good Knowledge in PCs, laptops and mobile devices
Windows and iOS environment
Other Information:
Candidates who do not possess the stipulated qualifications but have relevant work experience may still apply. Remuneration and appointment terms shall commensurate with qualifications and experience. SMU reserves the right to modify the appointment terms where necessary.
About Us:
Singapore Management University is a place where high-level professionalism blends together with a healthy informality. The 'family-like' atmosphere among the SMU community fosters a culture where employees work, plan, organise and play together - building a strong collegiality and morale within the university.
Our commitment to attract and retain talent is ongoing. We offer attractive benefits and welfare, competitive compensation packages, and generous professional development opportunities - all to meet the work-life needs of our staff. No wonder, then, that SMU continues to be given numerous awards and recognition for its human resource excellence.
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