IT Manager

Job Description

The Manager, Information Technology is responsible for leading and managing the organisation's information technology functions to ensure secure, reliable, and efficient IT operations. The role oversees the organisation's IT infrastructure, systems, cybersecurity, data protection, and digital transformation initiatives to enhance operational efficiency and support quality care delivery.

The incumbent will work closely with internal stakeholders and external vendors to ensure technology solutions align with the organisation's strategic goals while maintaining compliance with relevant regulatory and security requirements.

Role & Key Responsibilities

1. IT Operations & End User Support

• Oversee the organization's day-to-day IT operations and ensure all systems function efficiently.
• Lead and provide first-level technical support for hardware, software, network connectivity, printers, and other IT-related issues.
• Coordinate and resolve complex technical issues with external IT vendors and service providers.
• Install, configure, maintain, and upgrade IT hardware, software, and peripheral devices.
• Maintain an accurate inventory of IT assets, software licenses, warranties, and maintenance records.
• Ensure timely onboarding and offboarding of staff by managing user accounts, email access, and IT equipment.
• Provide user training and guidance on Microsoft 365 applications, collaboration platforms, and organizational systems.

2. IT Infrastructure & Systems Management

• Manage the organisation's IT infrastructure, including servers, networks, internet connectivity, cloud services, cybersecurity solutions, backup systems, and endpoint devices.
• Monitor system performance and implement preventive maintenance to minimise downtime.
• Manage user access controls and system permissions to safeguard organisational information.
• Ensure regular system updates, software patching, antivirus protection, and security monitoring.
• Work closely with vendors to ensure SLAs are achieved and maintained.

3. Digital Transformation & Technology Innovation

• Lead digital transformation initiatives that improve operational efficiency and service delivery.
• Evaluate, recommend, and implement new technologies and software solutions to support organisational growth.
• Identify opportunities to automate manual processes and improve workflow efficiency.
• Support the implementation, enhancement, and maintenance of healthcare and operational systems.
• Explore innovative technologies, including AI and automation tools, where appropriate to improve productivity.
• Promote the effective use of technology across departments through user training and continuous improvement initiatives.

4. Information Security, Data Protection & Compliance

• Serve as the organization's appointed Data Protection Officer (DPO) and oversee compliance with the Personal Data Protection Act (PDPA) and other applicable data protection regulations.
• Develop, implement, review, and maintain the organisation's data protection policies, procedures, and practices.
• Advise Management and staff on data protection requirements and promote awareness through regular training and communication.
• Ensure compliance with organisational IT policies, cybersecurity standards, and relevant legislation.
• Monitor cybersecurity risks and implement appropriate security controls and preventive measures.
• Conduct regular IT risk assessments and vulnerability assessments, recommending mitigation measures where necessary.
• Investigate and manage data protection incidents or breaches, ensuring timely reporting, corrective actions, and liaison with relevant authorities where required.
• Develop, review, and maintain IT policies, standard operating procedures, and documentation.
• Coordinate information security incidents and ensure timely resolution.
• Ensure data backup, disaster recovery plans, and business continuity procedures are regularly reviewed and tested.

5. Vendor & Project Management

• Manage relationships with IT vendors, consultants, software providers, and service partners.
• Evaluate vendor performance and ensure quality service delivery.
• Plan, coordinate, and oversee IT-related projects from initiation to implementation.
• Prepare project proposals, implementation plans, budgets, and progress reports.
• Ensure projects are delivered within agreed timelines and budgets.

6. Leadership & Stakeholder Collaboration

• Work closely with Management and departments to understand operational needs and recommend suitable technology solutions.
• Provide strategic IT advice and recommendations to the Executive Director and Management Team.
• Foster collaboration between internal users and external vendors to ensure successful project implementation.
• Support organizational initiatives requiring IT expertise and technical leadership.

7. Budget & Resource Management

• Assist in preparing and managing the annual IT budget.
• Monitor IT expenditure and ensure cost-effective procurement of hardware, software, licences, and services.
• Identify opportunities to optimise IT resources while maintaining service quality.
• Ensure software licenses, maintenance agreements, and subscriptions remain current and compliant.

8. Reporting & Performance Monitoring

• Develop and monitor IT Key Performance Indicators (KPIs) and service levels.
• Prepare regular IT reports for Management and the Board, including system performance, project updates, cybersecurity, IT risks, and digital initiatives.
• Analyze operational trends and recommend improvements to enhance service delivery and operational efficiency.

Key Relationships

• Internal Stakeholders: All CEF employees and departments
• External Stakeholders: IT vendors, Software providers, Telecommunications providers, Equipment suppliers, Relevant government agencies and service providers

Qualifications & Experience

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related discipline is preferred.
• Candidates with a Diploma in Information Technology or a related field, together with at least 3 years of relevant IT management, infrastructure, or systems administration experience, will also be considered.
• Experience managing IT infrastructure, networks, cybersecurity, digital transformation, and enterprise systems.
• Knowledge of the Personal Data Protection Act (PDPA) and experience serving as, or supporting, a Data Protection Officer (DPO) will be an advantage.
• Experience working in the healthcare, community care, or non-profit sector will be an advantage.
• Experience with Ingot Medical Software or other healthcare information systems will be an added advantage.

Technical Competencies

• Strong knowledge of Microsoft Windows Server and Windows operating systems.
• Proficient in Microsoft 365 administration, networking, cloud-based technologies, and endpoint management.
• Good understanding of cybersecurity principles, PDPA compliance, data governance, backup solutions, disaster recovery, and business continuity planning.
• Strong troubleshooting skills covering hardware, software, networking, and end-user support.
• Experience managing IT vendors and outsourced IT service providers.
• Familiarity with healthcare or medical software systems, particularly Ingot Medical Software, will be an added advantage.

Personal Attributes

• Strong leadership and stakeholder management skills.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities with a solution-oriented mindset.
• Highly organised with excellent planning and project management skills.
• Able to work independently, prioritise tasks, and manage multiple projects effectively.
• Adaptable, proactive, and committed to continuous improvement.
• High level of integrity and professionalism when handling confidential and sensitive information.

Work Schedule

• Five-day work week (Monday to Friday)
• Working Hours: 8:30 AM – 5:30 PM
• Off Days: Saturdays, Sundays, and Public Holidays
• Attendance at organizational events or activities outside normal working hours, including weekends and public holidays, may be required when necessary.

Work Locations :
This role is required to work between the Joo Chiat Office and Family Haven (AMK Centre) based on operational needs.