Senior IT Manager

We are seeking an experienced Senior IT Manager to oversee and drive the IT operations for our Singapore office. In this pivotal role, you will lead the local IT team, develop vendor partnerships and manage budgets, while ensuring the highest standards of IT security, compliance, and service delivery for approximately 70 on-site users, including local staff and Korean expatriates. You will serve as the vital liaison between headquarters and the local business, collaborating closely with Korean-speaking HQ management.

Overview of Responsibilities

• Support around 70 on-site users, comprising local personnel and Korean expatriates
• Manage over 240 devices, including laptops, monitors, printers, copiers, and desk phones
• Oversee approximately 20 active vendor contracts valued at around US$1.2 million
• Lead a two-person IT team, escalating complex technical issues to HQ as necessary

Core Duties and Expectations

IT Strategy & Leadership

• Lead, mentor, and develop the local IT team, establishing clear priorities, performance objectives, and service standards
• Design and implement the local IT roadmap aligned with HQ directives and business requirements
• Prepare and manage the annual IT budget covering PCs, networks, servers, security, and IT services; monitor expenses against the plan
• Provide regular updates on IT performance, risks, and project progress to local management and headquarters

Vendor Relations & Contract Management

• Manage the entire contract lifecycle for IT services, hardware, and maintenance — including RFQs, quotation assessments, price negotiations, legal approvals, signing, and renewals
• Coordinate procurement processes and approvals with Sales, Legal, Finance, and HQ teams
• Develop and submit the annual IT investment proposal spanning PC, network, server, security, and IT services

License & Asset Oversight

• Oversee license management—review license requests, monitor seat allocations, and reconcile HQ’s annual charge-backs
• Maintain asset records with Finance (using SAP for capitalization, tracking sheets for serials and refresh cycles), covering procurement, deployment, upgrades, and disposal
• Communicate renewal timelines and license issues to users; create guides for new processes

Identity, Access, & Security Management

• Administer Active Directory and SVPN accounts, managing lifecycle processes, access modifications, device associations, and logging
• Implement and maintain MFA, SSO, and endpoint security solutions; oversee patching and software deployment via Intune
• Address security requests from HQ; prepare documentation, access logs, and MFA evidence for audits
• Monitor and report on IT and physical security status using tools like Splunk and JIRA; lead remediation efforts for identified gaps

Operational Support & User Assistance

• Ensure excellent IT support quality, including Level 1/Level 2 support and VIP assistance for PCs, printers, Wi-Fi/LAN, VPN, conferencing, AV, and collaboration tools like Knox
• Handle escalations and diagnose network issues, distinguishing between account and network faults
• Oversee monitoring and updates for servers, CCTV, time-attendance systems, and other office devices
• Provide hands-on support for critical issues when necessary

Innovation, Automation & AI Initiatives

• Manage the IT knowledge base (Confluence) and internal Large Language Model (LLM) chatbot, including updating failed cases and scenarios
• Promote adoption of Generative AI tools such as KNOX Copilot and Meeting Copilot; escalate technical issues to HQ and conduct user training sessions
• Lead automation efforts for routine alerts, renewal reminders, and repetitive processes to enhance efficiency

Stakeholder Engagement

• Act as the primary conduit between HQ and local users, accurately communicating and escalating information in English and Korean, with Mandarin as needed

Candidate Requirements

• Fluent in English and Korean (both spoken and written) is essential, given the daily coordination with Korean-speaking HQ management and expatriate colleagues
• Minimum of 8 years’ experience in IT operations, service desk, or infrastructure management, preferably within a multinational environment
• At least 3 years in a leadership or team management capacity
• Proven track record managing IT budgets and vendor contracts, including negotiations and renewals
• Hands-on expertise with Active Directory, MFA/SSO, Intune, SCCM or similar endpoint management tools, and networking protocols such as TCP/IP, DNS, Wi-Fi, and VPN
• Experience handling vendor quotations, procurement, and contract coordination
• Strong asset and license management skills, with meticulous documentation practices
• Ability to prioritize tasks and make independent decisions within a small onsite team
• Comfortable training users and delivering presentations to groups
• Willingness to travel outside Singapore for business purposes

Preferred Qualifications

• Business-level proficiency in Mandarin
• Experience with SAP, CMDB, or other asset management tools
• Background in deploying Generative AI or collaboration tools
• Support experience for internal or external IT audits
• ITIL or Microsoft certifications are advantageous