End User Computing & IT Operation Manager (Based in Singapore)

This position requires full relocation to Singapore.

Key Responsibilities

Service Delivery & Operations

• Own end-to-end delivery of EUC services, including desktop support, device provisioning, patching, and
• lifecycle management
• Monitor and manage SLAs, KPIs, and service quality metrics across the team
• Drive continuous improvement initiatives to enhance service efficiency and user experience
• Oversee incident and escalation management, ensuring timely resolution of high-priority issues

People Management

• Manage, coach, and develop a team of EUC engineers
• Conduct performance reviews, manage performance improvement plans, and support career development
• Build a strong team culture centered on ownership, responsiveness, and service excellence
• Manage workforce planning, including timesheet approval, leave coordination, and resource allocation

Stakeholder & Relationship Management

• Serve as the primary escalation point and relationship owner for business stakeholders
• Communicate service performance, risks, and improvement plans to leadership and stakeholders
• Manage vendor and third-party relationships (manpower agencies, hardware/software vendors)
• Handle sensitive or difficult conversations with professionalism and clarity

Governance & Reporting

• Maintain service delivery governance frameworks, including KPI tracking and scorecards
• Prepare and present regular service reviews and reports to leadership
• Ensure compliance with IT policies, security standards, and audit requirements
• Manage asset and CMDB accuracy across the device fleet

Requirements

Experience

• 4+ years in IT service delivery, desktop engineering, or EUC leadership roles
• Proven experience managing teams (direct or matrixed) in a support/operations environment
• Track record of managing SLAs, KPIs, and service governance frameworks
• Experience handling performance management, including difficult conversations and PIP processes

Essential Qualifications

• Degree in Information Systems, Computer Science, or equivalent

• 4+ years of IT project management experience

• Knowledge of process improvement methodologies and tools

• Understanding of Software Development Lifecycle (SDLC)

• Proficiency in English, both written and spoken

Preferred Attributes

• Strong leadership and mentoring abilities

• Positive, can-do attitude with strong interpersonal skills

• Effective communication, presentation, and negotiation skills

• Creative and proactive approach to problem-solving

Professional and/or Technical Certifications

• ITIL V4 Foundation certification

Responsibilities | PROJECT-SPECIFIC

• CAT 2 clearance