Support Manager (Times HR Software)
External
Viondata Partners · Goldhill Plaza, SingaporeS$78K–S$102K/yrFull-timeUnknownToday
Information Technology
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About the role
We are seeking an experienced Support Manager to lead a dedicated support team for a prestigious educational institution in Singapore. This role is responsible for overseeing the service delivery, managing client relationships, and ensuring the successful support of the institution's Times HR Software system.
Responsibilities
- Service Delivery Management: Oversee day-to-day service delivery operations, ensuring compliance with SLAs and KPIs. Monitor service performance and conduct regular service reviews.
- Escalation & Incident Management: Act as the primary escalation point for complex incidents. Coordinate with technical specialists for resolution of critical issues. Conduct Root Cause Analysis for major incidents.
- Client Relationship Management: Build and maintain strong relationships with key stakeholders (HR and IT departments). Prepare and present regular service performance reports and conduct quarterly business reviews.
- Team Leadership: Lead, mentor, and manage the support team. Drive process improvements and automation to enhance efficiency.
- Reporting: Prepare and deliver comprehensive service reports to the client and internal management.
- Job Requirements
- Experience: Minimum 7-10 years of experience in IT service management, with a strong background in managing software support engagements for enterprise or government clients.
- Qualifications: Diploma or Bachelor's degree in Computer Science, Information Technology, Business, or a related field. ITIL certification is a strong advantage.
Requirements
- In-depth knowledge of ITIL processes (Incident, Problem, Change Management).
- Familiarity with support ticketing systems (e.g., ServiceNow, Jira).
- Strong leadership, team management, and stakeholder management skills.
- Excellent problem-solving, analytical, and communication skills.
- Understanding of HR/Payroll systems is beneficial.
Benefits
Competitive salary commensurate with experience.Opportunity to work on a high-profile government-sector project.A supportive and collaborative team environment.Potential for contract renewal beyond the initial 2-year term.
Additional Information
Job Title: Support Manager (Times HR Software) Employment Type: Full-time, Contract (2 years, renewable for 1 year) Salary Range: SGD 6,500 - 8,500 per month Location: Singapore (On-site as required)
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