IT Manager (IT Operations)

1. Key Responsibilities (Outcome-Led)

• IT Service Delivery & Process ExcellenceRun ITIL-aligned service delivery (incident, request, problem, change) with clear SLAs and rigorous post-incident reviews (PIRs). Oversee L1–L2.5 support teams to ensure efficient ticket triage, prioritization, and resolution within SLA targets .
• Identity & Access Lifecycle ManagementLead end-to-end identity lifecycle automation for employees and applications using Okta (SSO/MFA/SCIM). Enforce strong authentication, least-privilege access, and timely joiner-mover-leaver (JML) processes .
• Endpoint Management & ProductivityMaintain endpoint posture and user productivity for a Mac-first fleet via Jamf Pro. Implement baselines, patching, compliance monitoring, and software deployment .
• Collaboration Platform OperationsOperate and maintain collaboration tools (e.g., Google Workspace, Lark) and ensure tenancy hygiene, data lifecycle, and retention policies are executed as designed .
• Office IT & Network FoundationsOversee office IT infrastructure (network/Wi-Fi, meeting rooms/AV, printing) with partners, ensuring audit-ready site operations .
• SaaS Governance & Asset LifecycleGovern SaaS access and licensing hygiene. Manage asset accuracy from procurement to disposal, with documented evidence .
• Cross-Functional CollaborationPartner with Project Managers and Solution Architects to ensure operational stability and support technology initiatives .

2. Success Measures

• SLA attainment consistently met, with a downward trend in MTTR; major incidents are rare and well-remediated.
• Patch/compliance targets achieved on time; deviations corrected rapidly.
• SSO/MFA coverage near-universal; JML processes timely (day-1 readiness, rapid deprovisioning).
• Asset records accurate, with documented disposal processes; ticket deflection via knowledge/self-service improves monthly.
• Smooth rollouts with measurable adoption and reduced support load.

3. Qualifications & Skills

• Experience: 6–10 years in IT operations, including hands-on administration and team leadership in a multinational environment .
• Technical Expertise:
• Proficiency in Jamf Pro (macOS/iOS endpoint management) and Okta (identity lifecycle automation).
• Strong command of ITIL practices and experience with ITSM tools (e.g., Jira Service Management) .
• Admin proficiency in Google Workspace and modern collaboration suites (e.g., Lark).
• Leadership Skills:
• Clear operational judgment, stakeholder communication, and vendor/SOW management.
• Ability to simplify processes, eliminate toil, and enforce hygiene standards .
• Education: Bachelor’s degree in Computer Science, IT, or related field (preferred).

4. Preferred Qualifications

• Experience operating in fast-growth or regulated environments.
• Certifications such as ITIL, Jamf Certified Administrator, or Okta Certified Administrator .
• Familiarity with multinational team management and readiness for potential relocation to Singapore.

5. Compensation & Benefits

• Competitive salary (region-adjusted), performance bonuses, and comprehensive benefits (health insurance, relocation support, etc.).
• Opportunities for professional development in a global setting.

TRULYYY PTE. LTD.

Senior Consultant

Yang Suyu

EA License No: 20S0118

EA Registration Number: R2199541