Senior Engineer, IT (Service Management Office)

ROLE SUMMARY

The IT Service Management Engineer strengthens ITSM governance and process maturity, with a strong focus on service communications and broadcasts, operational data analysis, and Continual Service Improvement (CSI). The role creates clear, accurate, and audience-appropriate communications for IT incidents, outages, planned maintenance, service restoration, user advisories, and awareness campaigns. The role also analyses service data, identifies improvement opportunities, and implements measurable CSI initiatives.

Key Responsibilities

• ITSM Process Governance: Support and improve ITIL-aligned processes, including Incident, Request, Problem, Knowledge, Service Level Management, and Continual Service Improvement. Monitor process compliance, service standards, SLAs, and operational effectiveness.
• Service Communications and Broadcasts: Create, review, and coordinate professional communications for IT incidents, outages, planned maintenance, service restoration, user advisories, service updates, and awareness campaigns. Ensure messages are timely, accurate, concise, audience-appropriate, and aligned with broadcast approval processes.
• Data Analysis and Service Insights: Analyse ticket volumes, SLA performance, backlogs, recurring incidents, service trends, communication effectiveness, and customer feedback. Translate findings into dashboards, management insights, and actionable recommendations.
• AI-enabled Service Improvement: Apply generative AI, automation, and intelligent analytics to improve service desk efficiency, knowledge management, communications, ticket triage, self-service, and recurring enquiry handling. Identify suitable use cases, support proof-of-concept testing, validate outputs, measure benefits, and ensure solutions follow data privacy, security, governance, and responsible AI requirements.
• Continual Service Improvement: Maintain and prioritise a CSI register, define improvement actions and success measures, coordinate implementation, track benefits, and confirm whether improvements deliver the intended operational and user outcomes.
• Incident and Problem Management: Support major incident coordination, stakeholder updates, post-incident reviews, root cause analysis, and follow-up actions to reduce recurrence.
• Stakeholder Engagement: Work with process owners, technical teams, service owners, business stakeholders, and vendors to gather accurate inputs, obtain approvals, resolve service gaps, and implement improvements.
• Reporting and Awareness: Prepare service dashboards, broadcast updates, CSI reports, service review materials, management presentations, process guides, communication templates, and awareness content.

Job Requirements

• Hands-on experience in IT Service Management, service operations, service delivery, or an SMO environment, with practical knowledge of ITIL-aligned processes.
• Well versed in creating professional IT communications and broadcasts, including incident and outage updates, planned maintenance notices, restoration messages, service advisories, and awareness campaigns.
• Strong written English with the ability to simplify technical information and tailor messages for end users, technical teams, business stakeholders, and management.
• Experience analysing ITSM data, service KPIs, SLA performance, ticket trends, backlogs, recurring issues, communication effectiveness, and customer feedback.
• Experience identifying, prioritising, implementing, and tracking CSI initiatives, including defining success measures and reporting realised benefits.
• Experience with ITSM or ticketing platforms. Strong Excel and PowerPoint skills; dashboarding or data visualisation experience is advantageous.
• Practical experience or strong working knowledge of generative AI, prompt design, workflow automation, virtual agents, and AI-assisted analytics in an ITSM or service operations environment.
• Able to identify viable use cases, test and validate AI outputs, monitor effectiveness, and apply responsible AI, data privacy, security, and governance principles.
• Experience coordinating with process owners, service owners, technical teams, vendors, business stakeholders, and management.
• Working location at Seletar - hybrid work arrangement applies
• Singaporean only