全职 IT Operations - Service Desk Manager 工作, 薪水 up to SGD 11,000, LVMH FASHION GROUP SERVICES SINGAPORE PTE. LTD. Central Region (Singapore) 公司招聘中 - Ricebowl

The IT Operations & Service Desk Manager is responsible for overseeing Service Desk operations and end-user IT support across the Asia region, ensuring consistent, reliable, and measurable service delivery aligned with business needs and the Division’s centralised core operating model.  Based in Singapore, this role supports the Asia team as part of Central Operations, operating within a follow-the-sun model and aligned with the Division’s centralised core operating model.

This role leads ServiceDesk and IT operations activities across Asia, drives service quality and operational discipline, and works closely with regional teams, central teams, and external providers to support business continuity and a consistent end-user experience across the region.

Key Responsibilities

IT Operations & Service Desk Management

• Lead the Service Desk and IT operations across the Asia scope, ensuring stable, responsive, and measurable support services.
• Oversee and manage service delivery on the FashionSNOW (ServiceNow) platform, including incident, request, escalation matrixes and operational workflow management.
• Coordinate proximity support across Asia markets to ensure consistent end-user support and local service continuity.
• Ensure day-to-day support activities are delivered in line with the Division’s support model, service expectations, and operational standards.

Service Delivery and Incident Management

• Ensure the delivery of IT services in line with agreed service levels, managing incidents and outages, and implementing processes and tools to restore services promptly and effectively.
• Lead the regional operational cadence, including CAB governance, service reviews, escalation management, and major incident command for P1/P2 issues.
• Monitor IT service management processes and performance, identify trends, risks, and areas for improvement to enhance service quality and user satisfaction across Asia.
• Support Asia operations first and, subject to capacity, contribute to broader Fashion Group operations supporting other regional hubs within the follow-the-sun model.

Stakeholder and Regional Partnership Management

• Serve as the subject matter expert to regional IT teams across Greater China, Japan, Korea, and Southeast Asia & Oceania, ensuring alignment between regional priorities and central standards.
• Build effective relationships with business, technology, and delivery stakeholders across the region.
• Work closely with Central Operations, Service Delivery Management, and PMO teams to align priorities, escalations, and service improvements.

Continuous Improvement

• Drive the migration towards a single delivery partner, ensuring a controlled transition and continuity of service across the region.
• Identify opportunities to improve support processes, reporting, service consistency, and operational efficiency across the Asia scope.
• Support the standardisation of Service Desk and support practices in line with the Division’s core model and operating principles.
• Contribute to the ongoing improvement of end-user experience through practical, measurable service enhancements.

Governance & Operational Management

• Maintain clear policies, procedures, and governance frameworks to ensure effective and compliant management of IT operations and service desk.
• Manage service partner governance, including performance follow-up, escalation handling, and service quality reviews with external providers
• Maintain clear operational routines, reporting discipline, and follow-through across support activities, partner actions, and service improvement items.

Requirements

• Degree in Information Technology, Computer Science, Engineering, or a related field.
• Solid experience in IT operations and Service Desk management, ideally across a regional or multi-country Asia scope.
• Strong knowledge of ITSM processes and ServiceNow, including incident, request, escalation, and reporting management.
• Proven experience managing service providers or delivery partners, ideally including transition, consolidation, or service improvement initiatives.
• Good understanding of end-user support models, proximity support coordination, and service delivery operations.
• Solid experience in service performance monitoring, KPI reporting, escalation management, and operational governance.
• Strong stakeholder management and communication skills, with the ability to work effectively across regional teams, central teams, and external providers.
• Self-directed, dependable, and comfortable operating in a multicultural, matrixed, and fast-paced regional environment.