Senior Engineer – Service Management Office, IT

ST Engineering

. Support and improve ITIL-aligned Incident, Request, Problem, Knowledge, Service Level Management, and Continual Service Improvement processes.

Posted 9/22/2026full-timeSingapore • SingaporeSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Service Management with a focus on ITIL-aligned processes, service delivery, and continual service improvement. Proficient in data analysis, communication strategies, and the application of generative AI to enhance service desk operations and compliance.

Highest-signal resume keywords

ITIL-Aligned ProcessesIT Service ManagementData AnalysisGenerative AI ImplementationCommunication Strategy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT Service ManagementData AnalysisSLA Performance MonitoringContinuous Service ImprovementDashboardingTicketing PlatformsExcelPowerPointAI-Assisted AnalyticsWorkflow Automation

Soft Skills

Strong Written EnglishCommunication TailoringStakeholder Coordination

Industry Keywords

Incident ManagementRequest ManagementProblem ManagementKnowledge ManagementService Level ManagementOperational EffectivenessCustomer FeedbackService StandardsGovernance PrinciplesData Privacy

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Support and improve ITIL-aligned Incident, Request, Problem, Knowledge, Service Level Management, and Continual Service Improvement processes.
Monitor process compliance, service standards, SLAs, and operational effectiveness.
Create, review, and coordinate communications for IT incidents, outages, planned maintenance, service restoration, user advisories, service updates, and awareness campaigns.
Analyse ticket volumes, SLA performance, backlogs, recurring incidents, service trends, communication effectiveness, and customer feedback.
Produce dashboards, management insights, and actionable recommendations.
Apply generative AI, automation, and intelligent analytics to improve service desk efficiency, knowledge management, communications, ticket triage, self-service, and recurring enquiry handling.
Identify AI use cases, support proof-of-concept testing, validate outputs, measure benefits, and ensure compliance with data privacy, security, governance, and responsible AI requirements.
Maintain and prioritise a CSI register, define improvement actions and success measures, coordinate implementation, track benefits, and confirm operational and user outcomes.
Support major incident coordination, stakeholder updates, post-incident reviews, root cause analysis, and follow-up actions.
Collaborate with process owners, technical teams, service owners, business stakeholders, and vendors.
Prepare service dashboards, broadcast updates, CSI reports, service review materials, management presentations, process guides, communication templates, and awareness content.

Requirements

What you’ll need

Hands-on experience in IT Service Management, service operations, service delivery, or an SMO environment, with practical knowledge of ITIL-aligned processes.
Well versed in creating professional IT communications and broadcasts, including incident and outage updates, planned maintenance notices, restoration messages, service advisories, and awareness campaigns.
Strong written English with the ability to simplify technical information and tailor messages for end users, technical teams, business stakeholders, and management.
Experience analysing ITSM data, service KPIs, SLA performance, ticket trends, backlogs, recurring issues, communication effectiveness, and customer feedback.
Experience identifying, prioritising, implementing, and tracking CSI initiatives, including defining success measures and reporting realised benefits.
Experience with ITSM or ticketing platforms.
Strong Excel and PowerPoint skills.
Dashboarding or data visualisation experience is advantageous.
Practical experience or strong working knowledge of generative AI, prompt design, workflow automation, virtual agents, and AI-assisted analytics in an ITSM or service operations environment.
Able to identify viable use cases, test and validate AI outputs, monitor effectiveness, and apply responsible AI, data privacy, security, and governance principles.
Experience coordinating with process owners, service owners, technical teams, vendors, business stakeholders, and management.