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