Job Description

Be part of the IT Service Delivery Team to work closely with Business to align service delivery to SingPost Group\'s customers.

Responsibilities

Service Delivery

• Develop and embed best practice support model for the IT Products in scope.
• Delivery of new services in scope within time and budget
• Manage the service portfolio and catalog and implement new processes in the service.
• Support the infrastructure guidelines definition and perform regular capacity assessments.

Incident Management

• Work with suppliers and support teams to drive operational improvements delivering 24x7 high performance service, reduction of incidents, minimizing recovery times to meet Service Level Agreements.
• Actively participate in high severity/priority incidents and escalated activities

Problem Management

• Structural resolution of incidents by delivering final fix based on RCA, leverage the problem management globally, reduce investigation time, drive improvement plans.

Change Management

• Embed effective change and release management process.

Service Management

• Collaborate with Product Managers to define and measure vendor\'s performance via KPIs and service reviews.
• Be the escalation point for service management issues.
• Develop, maintain and execute robust capacity management plans
• Maintain and report on service demand pipeline.
• Manage audit activities for IT Products in scope.
• Continual assessment and maintenance of service management tools and standards.
• Ensure that service management tools, methodologies, governance and standards are understood.

Vendor Management

• Negotiate availability, downtime and access to internal systems as and when required as part of setup, support or problem resolution.
• Handle escalated service issues with the Service Providers and internal teams.
• Drive continuous improvement programs with external vendors to deliver the SingPost Group\'s requirements.

Requirements

• Diploma / Degree in Computer Science or related studies
• ITIL V3 or V4 certified
• Min 3 to 5 years of relevant experiences

Additional Information

Career Level

Senior Executive

Qualification

Diploma, Advanced/Higher/Graduate Diploma, Bachelor\'s Degree, Post Graduate Diploma, Professional Degree

Years of Experience

3 years

Job Type

Full-Time

Job Specializations

,

Company Overview

As Singapore\'s designated postal operator, Singapore Post (SingPost) provides mail services to homes and businesses throughout the country, besides pioneering e-commerce and logistics solutions across the Asia Pacific region and beyond. SingPost\'s diversified offering includes retail, storage, financial services and integrated business services in addition to its traditional postal activities, and the company now operates in 19 markets with over 7500 employees around the world.

The origins of SingPost can be traced back to 1819, when a single mail office was established to serve the newly-founded British trading post of Singapore. Demand for postal services soon began to grow, and the \'Post Office\' was officially established as a government department in 1858. To learn more about SingPost\'s heritage, please visit https://160.singpost.com/. Today SingPost is listed on the SGX-ST, with its largest shareholders being Singapore Telecommunications Limited (21.8%) and Alibaba Group Holding Limited (14.5%).

Being Singapore\'s designated Public Postal Licensee (PPL), a position that was renewed in 2017, SingPost is responsible for managing the country\'s 57 post offices, 743 street posting boxes and 11,050 POPStation lockers across 156 locations, as well as issuing stamps, maintaining the national postal code system, processing and delivering average 3 million mail items daily.

SingPost takes a proactive approach to diversifying its operations, while also ensuring that its various subsidiaries and services are seamlessly integrated. In addition to SingPost\'s eCommerce business, an ecommerce enabler that provides brands and retailers with integrated ecommerce solutions, SingPost offers logistics and fulfilment services to businesses through Quantium Solutions across the Asia Pacific region. Another business, Speedpost provides international shipping to more than 200 destinations across the globe and courier services within Singapore, while CouriersPlease delivers parcels throughout Australia, and Famous Holdings offers international freight consolidation and forwarding. Lock+Store offers self-storage solutions in Singapore, Hong Kong and Malaysia. Together, these end-to-end solutions result in a unified organisation with a firm foothold in a wide range of strategic markets, and a shared vision to become a global leader in both communications and e-commerce logistics.

SingPost has received international recognition for the quality of its operations, including awards for customer care, investor relations, digital innovation and e-commerce. Innovative and forward-thinking, SingPost has successfully developed a globally competitive postal and logistics infrastructure which is perfectly positioned to keep pace with Singapore\'s ambitious plans for the future.

Additional Company Information

Registration No.

199201623M

Company Size

2001 - 5000 Employees

Average Processing Time

15 days

Industry

Transportation / Logistics

Benefits & Others

Medical, Regular hours, Mondays - Fridays, Business (e.g. Shirts), Flexible benefits

Singapore Post