Support Manager (Times HR Software)

Job Title: Support Manager (Times HR Software)

Employment Type: Full-time, Contract (2 years, renewable for 1 year)

Salary Range:  SGD 6,500 – 8,500 per month

Location:  Singapore (On-site as required)

About the Role

We are seeking an experienced Support Manager to lead a dedicated support team for a prestigious educational institution in Singapore. This role is responsible for overseeing the service delivery, managing client relationships, and ensuring the successful support of the institution's Times HR Software system.

Key Responsibilities

• Service Delivery Management: Oversee day-to-day service delivery operations, ensuring compliance with SLAs and KPIs. Monitor service performance and conduct regular service reviews.

• Escalation & Incident Management: Act as the primary escalation point for complex incidents. Coordinate with technical specialists for resolution of critical issues. Conduct Root Cause Analysis for major incidents.

• Client Relationship Management: Build and maintain strong relationships with key stakeholders (HR and IT departments). Prepare and present regular service performance reports and conduct quarterly business reviews.

• Team Leadership: Lead, mentor, and manage the support team. Drive process improvements and automation to enhance efficiency.

• Reporting: Prepare and deliver comprehensive service reports to the client and internal management.

• Experience: Minimum 7–10 years of experience in IT service management, with a strong background in managing software support engagements for enterprise or government clients.

• Qualifications: Diploma or Bachelor's degree in Computer Science, Information Technology, Business, or a related field. ITIL certification is a strong advantage.

• In-depth knowledge of ITIL processes (Incident, Problem, Change Management).

• Familiarity with support ticketing systems (e.g., ServiceNow, Jira).

• Strong leadership, team management, and stakeholder management skills.

• Excellent problem-solving, analytical, and communication skills.

• Understanding of HR/Payroll systems is beneficial.

What We Offer

• Competitive salary commensurate with experience.

• Opportunity to work on a high-profile government-sector project.

• A supportive and collaborative team environment.

• Potential for contract renewal beyond the initial 2-year term.