End User Computing Manager
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End User Computing Manager (Singapore-Based)
This position is fully based in Singapore.
Key Responsibilities
Service Delivery & Operations
Own end-to-end delivery of EUC services, including desktop support, device provisioning, patching, and
Monitor and manage SLAs, KPIs, and service quality metrics across the team
Drive continuous improvement initiatives to enhance service efficiency and user experience
Oversee incident and escalation management, ensuring timely resolution of high-priority issues
People Management
Manage, coach, and develop a team of EUC engineers
Conduct performance reviews, manage performance improvement plans, and support career development
Build a strong team culture centered on ownership, responsiveness, and service excellence
Manage workforce planning, including timesheet approval, leave coordination, and resource allocation
Stakeholder & Relationship Management
Serve as the primary escalation point and relationship owner for business stakeholders
Communicate service performance, risks, and improvement plans to leadership and stakeholders
Manage vendor and third-party relationships (manpower agencies, hardware/software vendors)
Handle sensitive or difficult conversations with professionalism and clarity
Governance & Reporting
Maintain service delivery governance frameworks, including KPI tracking and scoreboards
Prepare and present regular service reviews and reports to leadership
Ensure compliance with IT policies, security standards, and audit requirements
Manage asset and CMDB accuracy across the device fleet
Requirements
Experience
4+ years in IT service delivery, desktop engineering, or EUC leadership roles
Proven experience managing teams (direct or matrixed) in a support/operations environment
Track record of managing SLAs, KPIs, and service governance frameworks
Experience handling performance management, including difficult conversations and PIP processes
Essential Qualifications
- Degree in Information Systems, Computer Science, or equivalent
- 4+ years of IT project management experience
- Knowledge of process improvement methodologies and tools
- Understanding of Software Development Lifecycle (SDLC)
- Proficiency in English, both written and spoken
Preferred Attributes
- Strong leadership and mentoring abilities
- Positive, can-do attitude with strong interpersonal skills
- Effective communication, presentation, and negotiation skills
- Creative and proactive approach to problem-solving
Professional and/or Technical Certifications
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