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Urgent! Manager, IT Service Delivery, ETS Job Opening In Singapore, Singapore – Now Hiring Delivery Hero

Manager, IT Service Delivery, ETS



Job description

Job Description

IT Service Delivery:

  • Owns the foodpanda employee IT experience in one market (typically less than 500 users), ensuring that KPIs, SLAs and CSAT targets are constantly met for the team and oneself.
  • Ensures all users are equipped with the most effective company technology and Internet connectivity, and continually assesses needs and requirements based on IT global/regional standards, guidelines and policies.
  • Lead, guide and be actively involved in organising support, troubleshooting, and repair for IT equipment and networks of complex issues.
  • Has a thorough understanding of local culture and actively seeking how technology enables the business to operate more efficiently.
  • Develop and maintain continuity plans to address local business continuity under the guidance of one’s manager.
  • Consistently seeks opportunities to streamline processes/procedures and work with respective stakeholders to initiate and implement these improvements within their market domain.
  • Prepare and maintain comprehensive documentation including, Standard Operating Procedures (SOPs), and knowledge-base articles.
  • Business travel may be required within local markets.
  • Team Coordination and Management: 

  • Manages and guides a small team of IT support staff in one market, including education, training and career development.
  • Set clear performance goals, conduct regular performance evaluations, 1 to 1 catch-up meetings and support career development for team members.
  • Actively work with and mentor the team to help them achieve the team's KPIs.
  • Foster a culture of teamwork, knowledge sharing, and continuous improvement within the local IT teams.
  • Coordinates training and orientation for new IT employees to enable them to become productive upon onboarding
  • Budgeting and Resource Allocation:

  • Manages departmental budget and tracks spending on equipment and staff under the guidance of senior manager.

    When necessary, assist in developing the IT budget.
  • Monitor and control IT expenditures within the assigned budget limits.
  • Incident and Problem Management:

  • Own the end-to-end process of resolution of IT incidents and problems to meet defined service level agreements (SLAs) and minimise business disruptions.
  • Ensure timely communication with affected parties.
  • IT Project Management:

  • Project Management experience with office builds and end-to-end infrastructure implementations.

    Guidance from senior managers would be needed for more complex situations.
  • Ensure project timelines, budgets, and objectives are met while adhering to quality standards.
  • Vendor Management & Procurement:

  • Follow the internal procurement process/policies/guidelines and work with your manager and local procurement for all procurement needs within your domain/scope.

    Proper segregation of duties between procurement and IT.

    .ie., procurement is responsible for all procurement processes ( pricing, terms and conditions, etc) while IT will be responsible for the technical requirements.
  • Establishes relationships with technology and equipment vendors within your domain.
  • Ensure local vendor delivery based on contract/purchase order.
  • IT Governance and Compliance:

  • Understand and ensure adherence to IT policies, procedures, and security standards for self and team.
  • Works with Regional and Global InfoSec teams on promoting IT security awareness in-country, and taking appropriate steps to address security incidents, if necessary
  • Collaborate with internal and external audit teams to fulfill IT-related audit requirements.
  • Stakeholder Engagement:

  • Build and maintain strong relationships with business stakeholders within your scope/domain.
  • Conduct regular meetings to understand their IT needs and work with your manager to align IT services accordingly.
  • Qualifications

  • Minimum of 5 years experience with minimum of 2 years leading an onsite IT support team; managing a single location or multiple locations with a small number of users (less than 500 users)
  • ITIL, CompTIA A+ or relevant professional certifications are highly desirable
  • Experience with networks, firewalls, and desktop computing/management technologies
  • A self-driven leader with proven capabilities in managing and leading a team
  • Great Interpersonal and stakeholder management skills with ability to effectively engage with local leadership/stakeholders and global/regional IT leadership
  • Exhibit skills in solving complex problems spanning multiple functions
  • Solid understanding of procurement processes.
  • An individual who pays attention to details
  • Ability to work under pressure and still meet regional/global goals and OKRs.

  • Required Skill Profession

    Operations Specialties Managers



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