Manager, Information Technology

Overview

Manage and improve enterprise service management processes and platform administration.

Key Responsibilities

• process documentation
• service monitoring
• platform administration
• custom development
• uat testing
• kpi management

Tasks

-Develop process documentation, workflows, and training materials to support adoption and compliance -Monitor quality of delivery from service provider and ensure services are delivered as per SLAs -Lead CSI initiatives and ensure alignment with strategic IT objectives -Identify opportunities for process and platform optimization through data analysis and stakeholder feedback -Analyze, design, implement and improve Enterprise Service Management processes -Work with developers to build custom applications, integrations, and automation solutions -Conduct UAT and coordinate deployment of new features and enhancements -To develop and drive best practice in service desk operations within Keppel group globally by use of consistent tools, processes and communications -Administer and maintain the application platform, ensuring optimal performance, resiliency and reliability -Provide a single point of contact to third party vendor or Service Provider for the provision of service desks services into Keppel -To work on the definition of sourcing and management of IT services -Collaborate with stakeholders to ensure processes are aligned with business goals and ITIL best practices -Carry out formal quarterly reviews of service provider performance -Gather and analyze business requirements to design and implement enhancements on the application platform, across functionalities -Manage project activities relating to the above including engagement with potential third-party service providers and internally with existing Service Management and support organizations -Define and track KPIs and metrics to measure service performance and improvement outcomes -Perform routine platform upgrades, patching, and health checks -Carry out service improvement initiatives based on feedback from stakeholders

Requirements

• itil v4
• servicenow
• agile
• 3-5 years
• communication
• reporting

What You Bring

-Minimum 3–5 years of experience in a Business Analyst role with a focus on Service Management -ITIL v4 Foundation certified -Experience with Service Management platforms (e.g. BMC, ServiceNow, JIRA, etc) -Cross-functional engagement with IT Operations, Service Desk, and Application teams -Experience with Agile methodologies and tools -Ability to lead workshops and training sessions -Familiarity with reporting and dashboard creation/enhancement -Ability to break down complex problems and identify root causes -Ability to evaluate multiple solutions and recommend the most effective approach -Ability to work in a High-Performance IT organization -ServiceNow certifications (e.g. Certified ServiceNow System Administrator) -Ownership of the operational relationship with third party vendor or Service Provider for Enterprise Service Management -Strong understanding of ITIL framework and its practical application -Proactive in identifying issues and driving solutions independently -Excellent analytical, communication, and stakeholder management skills -Thorough in documentation, testing, and process design

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About Keppel Ltd.

-It operates across ~30 countries, managing funds, real assets and major investment platforms. -In 2023 it completed the divestment of its offshore & marine arm, pivoting fully to infrastructure, real estate and connectivity. -Projects range from luxury waterfront developments like Reflections at Keppel Bay to large-scale energy, data centre and cable infrastructure. -Typical work includes renewable energy systems, district cooling, sustainable urban renewal, senior living and subsea cable networks. -Unusually, the company splits into three integrated platforms—funds, investments and operations—covering the lifecycle from capital to delivery.

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