全职 Information Technology Manager 工作, 薪水, POKKA PTE LTD Northwest (Singapore) 公司招聘中 - Ricebowl

Job Role Summary

The IT Manager (Application Services) oversees the support, performance, and availability of the organization’s business applications. The manager ensures reliable service delivery through effective application support, incident resolution, and proactive monitoring. Working as a business partner, this role also drives process improvements by enhancing application workflows, coordinating upgrades or changes, and working closely with stakeholders and vendors to maintain a stable and efficient application environment. In addition, the manager supports the Senior IT Manager in the project management and delivery of software and other digital transformation initiatives.

Area of Responsibility

BAU Operations:

• Oversee the delivery and operational excellence of all Application including ERP, WMS etc., ensuring smooth day‑to‑day functioning and timely support.
• Manage the timely resolution of support tickets by diagnosing issues, providing effective solutions, and ensuring a positive user experience.
• Champion best‑practice methodologies for RCA and escalation management, mentoring Application Support teams to enhance technical depth, service quality, and cross‑functional collaboration.
• Drive the formulation and execution of enterprise‑level Application BCP strategies in close alignment with the IT HOD, safeguarding business continuity and minimizing operational risk.

Vendor Management:

• Regularly monitor and evaluate the performance of existing application and service vendors to ensure they meet contractual obligations, service-level agreements (SLAs), and quality standards.
• Track change requests timelines, vendor responsiveness, issue resolution effectiveness, and overall service quality.
• Provide feedback to vendors, manage escalations when performance falls short, and collaborate with them to drive continuous improvement and ensure reliable support for business operations.

Continuous Process Improvement:

• Review and assess current business processes, system workflows, and application performance to identify gaps, inefficiencies, and opportunities for improvement. Ensure that existing applications continue to meet operational and functional requirements.
• Analyse business needs and propose enhancements or new system requirements that better support operations. Recommend solutions that improve usability, efficiency, and alignment with organizational objectives.
• Coordinate with end‑users and business units to facilitate application changes, updates, and process modifications. Manage the change process by communicating impacts, preparing training or documentation, and ensuring smooth adoption of new or improved solutions.
• Engage with stakeholders to collect detailed user requirements, translate them into functional specifications, and document end‑to‑end processes. Maintain clear and updated documentation to support development, testing, and future system improvements.

Project Management:

• Work as part of the Project Management Office (PMO) to support the planning, coordination, and execution of IT and application-related projects.
• Assist in ensuring that vendors meet all technical requirements, project deliverables, timelines, and quality expectations. Review and validate vendor submissions, documentation, and deliverables to ensure they comply with specifications, standards, and service‑quality benchmarks.
• Coordinate with internal stakeholders to track progress, manage risks, escalate issues when needed, and help maintain overall project governance and alignment with business objectives.

Education and Experience

• Min Diploma in Computer Science, Information Technology, Business IT or an equivalent field.
• Minimum of 10 years of relevant experience in IT operations, including supervising technology teams and managing large‑scale IT projects, with at least 5 years in team management role.

Professional Qualifications

• PMP advantageous but not a requirement.

Aptitude and Skills

• Hands-on experience with modern ERP platforms, Business Intelligence (BI) tools, and enterprise business systems, including implementation, integration, and optimization.
• Forward‑looking mindset with strong technology awareness, keeping abreast of emerging trends, digital solutions, and industry best practices to support organizational growth and innovation.
• Capable of diagnosing complex issues, performing root‑cause analyses, and delivering effective, sustainable solutions that improve performance and reliability.
• Able to communicate technical concepts clearly to both technical and non‑technical audiences, manage expectations, and build strong relationships with senior leaders, business units, and external vendors.
• Skilled in planning, managing, and executing large‑scale IT projects, ensuring timely delivery, and minimal business disruption.
• Comfortable guiding teams through change and transformation.