Total 3 job vacancies by Alphaeus Pte. Ltd.

Overview

We are seeking an experienced and highly motivated Project Manager to lead the delivery and continuous improvement of End User Support Services (EUSS) and End User Computing (EUC) services for a government-sector client. The successful candidate will be responsible for managing service delivery, stakeholder engagement, operational performance, project execution, and vendor coordination to ensure high-quality IT support services that meet contractual obligations and business objectives.

Key Responsibilities

Service Delivery Management

• Oversee the day-to-day delivery of End User Support services, ensuring compliance with contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Manage service operations including: Service Desk Desktop Support; Field Support; Device Lifecycle Management; Workplace Technology Services; Software Deployment and Support
• Monitor service performance, identify service gaps, and drive continual service improvement initiatives.
• Ensure timely incident, request, problem, and change management activities in accordance with ITIL best practices.

Project and Transition Management

• Lead service transition, implementation, and enhancement projects related to End User Support environments.
• Develop and maintain project plans, schedules, risk registers, and status reports.
• Manage project scope, budget, resources, timelines, and deliverables.
• Coordinate deployment activities for new technologies, tools, and workplace solutions.
• Ensure successful project closure with proper documentation and knowledge transfer.

Stakeholder Management

• Act as the primary point of contact between the client, internal teams, and external vendors.
• Build strong relationships with client stakeholders, ensuring alignment with business and operational objectives.
• Conduct regular service review meetings and project status updates.
• Present service performance reports, project progress, risks, and improvement recommendations to management and client stakeholders.

Team Leadership

• Lead and manage service delivery teams including service desk analysts, desktop engineers, field support engineers, and technical specialists.
• Provide coaching, mentoring, and performance management to team members.
• Foster a customer-centric culture focused on service excellence.
• Manage resource planning, workload balancing, and skills development.

Governance, Risk and Compliance

• Ensure compliance with government policies, security standards, and organizational governance requirements.
• Identify, assess, and mitigate operational and project risks.
• Support audit activities and ensure accurate maintenance of service and project documentation.
• Ensure adherence to cybersecurity, data protection, and regulatory requirements.

Vendor and Financial Management

• Manage third-party vendors and subcontractors involved in service delivery.
• Monitor vendor performance against contractual obligations.
• Support budgeting, forecasting, and financial tracking for service and project activities.
• Identify opportunities for cost optimization and operational efficiency.

Required Qualifications:

• Bachelor's Degree in Information Technology, Computer Science, Engineering, Business Management, or a related discipline.
• Experienced in IT service delivery, project management, or managed services environments.
• Minimum 2-3 years of experience managing End User Support or workplace support services.
• Experience working with government agencies, public sector organizations, or regulated environments is highly preferred.
• Proven experience managing cross-functional technical teams and vendor
• Senior End User Support Engineers with strong technical expertise and demonstrated experience in leading service delivery, managing stakeholders, coordinating projects, and driving service improvement initiatives are encouraged to apply.

Responsibilities

• Manage and develop relationships with existing key client accounts across public and private sector organizations.
• Serve as the primary point of contact for assigned customers and maintain regular engagement with key stakeholders.
• Understand clients' business objectives, operational challenges, and technology requirements to identify opportunities for service expansion.
• Drive account growth through cross-selling and upselling of IT managed services, staffing solutions, project services, and consulting offerings.
• Develop account plans and strategies to maximize customer retention and revenue growth.
• Conduct regular business reviews and performance meetings with clients.
• Monitor account performance, service quality, contract compliance, and client feedback.
• Identify and manage commercial risks, service issues, and escalation matters in a timely manner.
• Prepare proposals, quotations, contract renewals, and commercial documentation when required.
• Maintain accurate sales forecasts, account activities, and pipeline information.
• Stay informed of industry trends, technology developments, and market opportunities relevant to client accounts.
• Achieve assigned revenue growth, retention, and account management targets.

Requirements

• Min Degree in Business, Information Technology, Computer Science, Marketing, or a related discipline.
• Ideally 2 or more years of experience in account management, client servicing, business development, or sales within the IT, technology, managed services, staffing, or consulting industries.
• Proven experience managing and growing existing client accounts.
• Strong understanding of IT services, managed services, staffing solutions, cloud technologies, cybersecurity, infrastructure, or enterprise technology solutions is advantageous.
• Experience working with enterprise, government, or public sector clients will be highly preferred.
• Demonstrated ability to build long-term relationships with decision-makers and stakeholders at various organizational levels.
• Strong commercial acumen with experience identifying and converting account growth opportunities.
• Excellent communication, presentation, negotiation, and stakeholder management skills.
• Self-motivated, results-oriented, and able to work independently in a fast-paced environment.
• Strong problem-solving skills and ability to manage multiple client priorities simultaneously.
• Proficiency in Microsoft Office applications and Sales tools e.g. LinkedIn Sales Navigator.

Responsibility:

• To manage the site team, which consists of Network, Server, ID Administrators, Operators and Deskside Engineers; and responsible for all IT Services rendered at the Institute.
• To manage the Client representatives such as Account Managers, IT Managers, SLO, CIO and other users who are recipients of the Services.
• To be the Site Coordinator at the Institute, as a Single Point of Contact ("SPOC") and as a liaison officer for the End Users. In addition, he /she also acts as a supervisor to all the Onsite Support Staff.
• SLA Performance – Ensure no SLA Failure
• IMAC Reports – Ensure all IMAC Requests are performed in accordance with the SLA
• Tracking of Cases – Ensure all cases are tracked to closure in accordance with the deliverables
• Resources – Manage the resources on day-to-day basis to ensure designated resources are in place.
• Compliments and Complaints – Work closely with the Institute to ensure high compliments and no or nil complaints.
• Day to Day Operations is run with minimal interruptions to the services
• All meetings with internal and external parties are documented and followed through
• Responsiveness – All emails, calls and any other communication are responded to, on a timely manner

Required Experience:

• Bachelor's degree / diploma in computer science, business, or a related field.
• 2-3 years of management and related experience in IT
• Proven ability to solve problems creatively.
• Strong familiarity with project management software tools, methodologies, and best practices.
• Excellent analytical skills.
• Strong interpersonal skills and extremely resourceful
• Comfortable to work in a healthcare environment. This role will require you to take the necessary vaccines