Head of IT Service Management & Digital Workplace
Location: Singapore
Employment Type: Permanent, Full-Time
About The Opportunity
Our client is seeking an experienced technology leader to drive the evolution of its enterprise IT service management and digital workplace capabilities. This strategic leadership role will be responsible for shaping and executing the organization's service management and end-user technology strategy, with a focus on enhancing employee experience, improving operational efficiency, and delivering scalable, high-quality technology services.
The successful candidate will lead service transformation initiatives, drive modernization of workplace technologies, and establish best-in-class IT service management practices across a complex enterprise environment.
Key Responsibilities
IT Service Management Leadership
- Develop and implement an enterprise-wide IT Service Management (ITSM) strategy and operating model.
- Establish governance, standards, policies, and best practices across key ITSM processes, including Incident, Problem, Change, Request, Knowledge, Asset, and Configuration Management.
- Drive continuous improvements in service delivery, operational performance, and service maturity.
- Lead initiatives to improve service reliability, availability, and user satisfaction.
- Define and monitor service performance metrics, operational KPIs, and user experience indicators.
Digital Workplace & End User Computing
- Lead the strategy and roadmap for end-user technologies and digital workplace platforms.
- Drive initiatives that enhance employee productivity, collaboration, and workplace experience.
- Oversee the lifecycle management of workplace technologies, devices, collaboration tools, and productivity platforms.
- Partner with security and infrastructure teams to ensure secure, resilient, and compliant workplace services.
- Champion modern workplace initiatives that support hybrid and flexible working environments.
Transformation & Innovation
- Lead service transformation programs focused on automation, self-service, AI-enabled operations, and digital experience improvements.
- Promote adoption of modern service delivery approaches that prioritize business outcomes and user experience.
- Identify opportunities to improve efficiency, reduce operational complexity, and increase service effectiveness.
- Collaborate with technology leaders to align service strategy with broader business and digital transformation objectives.
Vendor & Service Provider Management
- Manage strategic relationships with external service providers and technology partners.
- Establish governance frameworks, performance measures, and service review processes.
- Ensure contractual obligations, service levels, and business outcomes are consistently achieved.
- Drive vendor optimization initiatives to maximize value and operational efficiency.
Stakeholder Engagement & Leadership
- Partner with senior business and technology stakeholders to understand organizational needs and priorities.
- Act as a trusted advisor on service management, workplace technology strategy, and operational excellence.
- Lead, mentor, and develop high-performing teams across service management and workplace technology functions.
- Foster a culture of continuous improvement, customer focus, and service excellence.
What We're Looking For
Required Experience
- Significant experience in IT Service Management, End User Computing, Digital Workplace, IT Operations, or related leadership functions.
- Proven track record leading enterprise-wide service management and workplace technology initiatives.
- Strong understanding of ITSM frameworks, service governance, and operational excellence practices.
- Experience implementing and optimizing IT service management platforms and workflows.
- Demonstrated success managing large-scale service providers, managed services, or multi-vendor environments.
- Strong stakeholder management and communication skills with the ability to influence at senior levels.
- Experience leading technology transformation and service modernization programs.
Preferred Experience
- Experience driving digital workplace transformation initiatives at enterprise scale.
- Knowledge of workplace productivity ecosystems, endpoint management, collaboration technologies, and employee experience platforms.
- Familiarity with automation, AI-driven operations, service analytics, or experience management practices.
- Experience improving service maturity, governance frameworks, and operational performance within large organizations.
Leadership Attributes
- Strategic thinker with strong business and operational acumen.
- Advocate for customer and employee experience.
- Collaborative leader capable of driving change across diverse stakeholder groups.
- Strong people management and team development capabilities.
- Continuous improvement mindset with a passion for innovation and service excellence.
Why Apply
- Lead high-impact transformation initiatives across IT Service Management and Digital Workplace functions.
- Influence enterprise-wide technology strategy and employee experience.
- Work alongside senior business and technology leaders.
- Drive innovation, automation, and modernization within a large-scale technology environment.
- Lead and develop high-performing teams while shaping the future of service delivery.
If you are a seasoned technology leader with a passion for service excellence, workplace transformation, and operational innovation, we would welcome your application.
