Job Description

Job Purpose

• Responsible for continuous review of the EUC service offerings, seeking to improve and increase user satisfaction and deliver an excellent user experience. Management of the desktops, laptops, department approved software and video conferencing needs used in the organisation.
• This role is responsible for IT End User Computing (EUC) activities and facilities - ensuring optimal and cost-effective IT tools are provided to promote business productivity.
• Responsible for ensuring that the Service Desk team / BPO meet and exceeding the expectations in regards to performance against SLA\'s and KPI\'s.
• Responsible to consolidate, maintain and streamline organisation Knowledge Management systems.
• Work with the broader IT to deliver solutions, serve as a subject matter expert in end user computing technology including the adoption and optimised usage of Office 365 technologies.
• Ensure compliance, governance and control through the use of user access management solutions.
• The incumbent\'s organisational duties will include hiring of personnel, managing resource demand and capacity, staff performance management and talent development.

Responsibilities

• Identify and communicate new opportunities and technologies which will improve end user satisfaction, reduce cost or improve efficiency.
• Ensure Company Knowledge Management platform (SharePoint) are run optimally.
• Coordinate with Service Desk and respective vendors to address video / audio conference issues.
• Proactively seek and communicate opportunities for improvement in both the operational and end user satisfaction.
• Monitor ongoing staff performance, identify and communicate opportunities for improvement.
• Establish metrics to measure efficient use of existing systems and resources.
• Assigns personnel to various projects, directs their activities, and evaluates their work and ensures timelines and service levels are met.
• Activity Monitor team performance to ensure service levels and expectations are being met.
• Document assigned business process flows and use-case scenarios.
• Good experience on running tenders, evaluation and awarding.
• Work with auditors to ensure compliancy.
• Ability to communicate to users of all levels.

Qualifications & Work Experience

• A degree in relevant field with at least 5 years of working experience, and at least 3 years in a leadership capacity
• PMP, ITIL, Microsoft Certification or equivalent preferred.
• Good experience in managing IT Service and IT Projects.

Skills

• Able to provide good leadership to drive team to obtain operational excellence.
• Forward looking and be able to manage efficient communication with internal customers and suppliers, foresee and resolve problems.
• Good knowledge of Service Desk Management, Project management and vendor management.
• Good working knowledge of Identity management tools.
• Excellent ability to prioritize and control activities and deliver results within budgetary and resource constraints.
• Forward looking and be able to manage efficient communication with internal customers and suppliers, foresee and resolve problems.
• Possess strong interpersonal and communication skills.
• Ability to work independently under pressure to meet system performance service levels. Self-motivating and excellent customer handling skills.

We regret that only shortlisted candidates will be notified.

About SMRT Corporation

SMRT Corporation Ltd (SMRT) is a public transport services provider. Our primary business is to manage and operate train services on the North-South Line, the East-West Line, the Circle Line, the new Thomson East-Coast Line and the Bukit Panjang Light Rail Transit. This is complemented by our bus, taxi and private hire vehicle services.

An exciting and rewarding career is waiting for you at SMRT. Join us and embark on a journey that matters. You Matter \xe2\x80\x93 we take care of you and your well-being. Your Work Matters \xe2\x80\x93 your ideas and contributions work towards building the future of our transport system and create positive impacts to the community. Your Development Matters \xe2\x80\x93 we offer diverse careers and learning opportunities for our people to grow you to the fullest of your potential.

Come onboard the SMRT journey today.

Vision
Moving People, Enhancing Lives

Core Values
Respect, Integrity, Service & Safety, Excellence

SMRT Corporation