Job Description

What the role is:Responsibilities:ITSM and WoG EUSS

• Manage and supervise IT Service Management (ITSM) service delivery team, ensuring that success and performance metrics (e.g., Key Performance Indicators and Service Level Agreements) are met. To establish, monitor, and audit compliance processes, and drive accountability with stakeholders to ensure schedules and targets are met.
• Responsible for Whole of Government (WoG) End User Support Services (EUSS) and compliance with relevant IM8 clauses. Competency in the end device/vendor management areas, constantly reviewing and assessing initiatives rolled out at Govtech, and implementing them timely.
• Familiarity with automation skills on Microsoft Power platform (or equivalent) and JavaScript on ServiceNow, to continuously enhance the ITSM platform and tools available for TP users.
• Accountability for ITSM and EUSS team to ensure that user satisfaction levels are maintained high (

90%). Provide a roadmap for continuous quality improvements in user satisfaction, ensure time to closure of incidents/requests, upskilling of a service engineer, etc, through monitoring and updating of performance metrics when necessary. Analyse through data analytics, derive insights, and correlations across IT systems from surveys, and holistically plan for improvements.

• Responsible for partnering with the engineering and ITSM/EUSS teams to contribute, prioritize, and work closely with relevant parties to communicate requirements. Ensure proper change management, resolve issues, and plan for constant service level improvements. Collaborate with stakeholders to monitor progress and adjust as needed, both online and by phone and if necessary, at the client site.
• Ownership of IT issues, manage and oversee relationships across teams to function as a point of contact to track, coordinate, and communicate on end-to-end IT support matters, update users whenever IT glitches occur, manage situations, and offer workaround solutions where possible. Occasionally may be required to respond to and manage incidents that happen after office hours and over weekends.
• Prepare and drive monthly and quarterly business review sessions with IT department management for both ITSM and EUSS vendors, reporting the status of endpoint devices such as OS updates, security patches, TP approved 3rd party software, etc.
• Represent TP in Joint Institute of Higher Learning (IHL) End User Compute managed services matters, for initiatives to support end users and students, enhancing user experience and delighting the customer.

Asset Management

• Oversee end-to-end asset management in the infrastructure team, starting from gathering relevant project information, acquisition of assets, asset tagging, tracking, verification, disposal, etc.
• Ownership of TP end device-related assets and ensure that they are tracked and accountable.

BYOD

• Lead the Bring-Your-Own-Device (BYOD) and Joint IHL BYOD contract initiative with the relevant departments for students annually.

Device Lifecycle Management

• Oversee and be responsible for the various IT infrastructure applications such as MS Defender, MS Intunes, MS SCCM, etc., and work with vendors to put in place processes, ensuring that TP end devices are up to date with the latest patches and security updates.
• Ability to customise Microsoft Intunes platform, for whitelisted TP applications so that users can self-service to request for approved software and ensure that software is kept up to date.
• Ensure TP has a complete overview of end devices, with the ability to manage them efficiently, resolve issues, and plan for constant upgrades and improvements on the platform.

Prerequisites:

• Background in Computer Science or related fields with at least 8 years of IT working experience, of which at least 4 years of dealing with end users.
• Strong project and time management with good skills in dealing with people.
• Good experience and expertise in stakeholder management, vendor management, incident and change management, and issue management.
• Competency in contract and outsourcing management of End User Managed Services will be an added advantage.
• Possess good problem-solving and analytical skills.
• Able to work independently and as a team player.
• Good verbal, written communication, and presentation skills.
• Relevant industry certification(s) such as ITIL 4 Professional certification, Project Manpower Professional (PMP) and ServiceNow will be preferred.

About Temasek Polytechnic:Established in 1990, Temasek Polytechnic (TP) is a leading institution of high learning nestled by the idyllic shores of Bedok Reservoir in Tampines. TP takes pride in equipping our students with lifelong skills and digital knowledge for a future of dynamic change. TP\'s caring and vibrant culture is firmly rooted in our core values which drive a spirit of innovation, with a focus on industry, globalization and sustainability. \xe2\x80\x9cTP Cares\xe2\x80\x9d is our clarion call to ensure that our diverse community of learners has the opportunity to achieve their personal best, so that they can contribute meaningfully to the global community. Learner. Creator. Leader We envision the TP graduate as a values-led leader with vision, character and heart, excelling in the academic domain and beyond, and rising to the challenge of creating tomorrow.

Temasek Polytechnic