Service Delivery Associate

Company description:

Far East Organization, together with its Hong Kong-based sister company Sino Group, is one of Asia's largest real estate groups. The group has publicly-listed as well as private development and investment companies under its umbrella and operates in Singapore, Malaysia, Hong Kong, China, Taiwan, Australia, Japan, and Hawaii.

Far East Organization operates as a Christian enterprise which seeks to be a community of love and a workplace of grace doing business guided by the eternal truths of Jesus Christ.

Far East Organization is the largest private property developer in Singapore. Since its establishment in 1960 by the late Mr Ng Teng Fong, Far East Organization has been contributing to the transformation of Singapore's urban landscape, having built over 780 developments including 55,000 private homes. It is also the city-state's largest private residential landlord and operates one of the largest hospitality portfolios in Singapore. A one-stop real estate emporium, Far East Organization has development and investment interests across diverse sectors covering mixed-use, residential, hotels, serviced residences, retail, office, self-storage, healthcare and industrial developments.

Far East Organization includes three listed entities: Far East Orchard Limited, a hospitality and property group, Far East Hospitality Trust which consists of Far East Hospitality Real Estate Investment Trust and Far East Hospitality Business Trust, and Yeo Hiap Seng Limited, a 121-year-old industry pioneer of processed food and beverage products in Southeast Asia.

Far East Organization is the winner of 13 FIABCI World Prix d'Excellence awards, the highest honour in international real estate. The Organization was conferred the Best Organisation for Championing Human Capital by Singapore Human Resources Institute (SHRI) in 2021. Far East Organization ranks among the top 50 Singapore's Best Employers 2022 by The Straits Times - Statista.

Job description:

About the Role

The Group IT Service Operations team strives to deliver a high-quality service and experience to the end-users in the organisation and constantly challenges the status quo to improve our capability.

Our vision is to establish a modernized service delivery and operation ecosystem through digitization, data analytics, intelligent process automation and agentic AI workflows. You will be working with a team of energetic and passionate people who want to bring new digital experience and productivity in the work culture.

The Service Delivery Executive is responsible in facilitating the change of our work infrastructure for the future by enabling and empowering our staff members for the digital age. We are seeking a proactive and detail-oriented individual to support the delivery of IT services, operational processes, asset management, and workplace technology services.

In this role, you will work closely with users, vendors, and IT teams to ensure service requests are handled efficiently, operational records are maintained accurately, and workplace technologies remain available and reliable. You will also contribute to service improvement initiatives and help enhance the overall end-user experience.

Responsibilities

Service Delivery & ITSM Support

• Support daily IT service delivery operations and service management activities.
• Monitor and coordinate service requests and incidents to ensure timely resolution and SLA compliance.
• Maintain and improve ServiceNow service catalogue items, workflows, forms, and knowledge articles.
• Support change management activities, including user communications and service advisories.
• Assist in service reporting, operational reviews, and continuous improvement initiatives.
• Maintain IT operational procedures, documentation, and records.

Knowledge Management

• Create, update, and maintain knowledge base articles, user guides, and operational documentation.
• Ensure documentation remains accurate and relevant.
• Promote knowledge sharing and self-service support resources.

Asset Management

• Coordinate IT asset issuance, return, transfer, and inventory tracking.
• Maintain accurate asset records and inventory repositories.
• Perform periodic stock-takes and asset audits.
• Support asset refresh, recovery, and disposal activities.

Meeting Room & Workplace Technology Support

• Support the operational readiness of meeting room and collaboration technologies.
• Perform routine checks on conferencing devices, AV equipment, displays, and peripherals.
• Assist with troubleshooting and basic fault isolation of meeting room technology issues.
• Coordinate vendor support and escalation for technology-related issues.
• Support technology setup for meetings, training sessions, and corporate events.

Operational Governance

• Maintain operational dashboards, reports, and service records.
• Support audits, compliance activities, and evidence collection.
• Assist in ensuring adherence to IT policies, standards, and procedures.

Requirements

• Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• 1-3 years of experience in IT support, service desk, service delivery, or IT operations.
• Fresh graduates with relevant internship experience are welcome to apply.
• Basic understanding of IT Service Management (ITSM) processes and principles.
• Familiarity with ServiceNow or similar ITSM platforms will be an advantage.
• Exposure to Microsoft 365, Microsoft Intune, endpoint management, or workplace collaboration technologies will be beneficial.
• Basic understanding of computer hardware, operating systems, mobile devices, networking, and audio-visual technologies.
• Ability to perform basic troubleshooting of workplace and meeting room technology issues.
• Experience in IT asset management or inventory administration will be an advantage.
• Strong communication and documentation skills.
• Good organisational skills with the ability to manage multiple tasks and priorities.
• Positive attitude, willingness to learn, and commitment to continuous improvement.