Manager / Senior Manager, Employee Digital Experience

Being one of the busiest and most awarded airports in the world, Changi Airport serves hundreds of thousands of flights and creates memorable experiences for tens of millions of customers each year. We are excited to invite passionate individuals to join our Airport Operations Technology & Corporate IT team.

This role will lead and drive service excellence across End User Computing, Digital Workplace Technologies, Cybersecurity for employee systems, and Corporate Servers and Corporate network. Your leadership will ensure a seamless digital experience that fosters productivity and innovation.

The ideal candidate has strong leadership and team management capabilities, along with excellent problem-solving and analytical skills. He/She should be able to drive innovation and transform the digital experience for employees across the organisation. Exceptional communication and interpersonal abilities are essential, as is a genuine passion for technology and a commitment to staying current with the latest industry trends. Candidates with the ITIL certifications are preferred.

Your Role

• Lead and manage the delivery of service excellence in End User Computing, Digital Workplace Technology and Services, Cybersecurity for Business-to-employee Systems and Services, Corporate Infrastructure (Servers and Network).

• Establish and mature IT Service Management capabilities, including Incident, Problem, Change, Knowledge and Continual Improvement practices, to improve service quality, operational resilience and employee experience.

• Lead technology modernisation initiatives across workplace computing, collaboration platforms, infrastructure and network services to improve user experience, resilience and operational efficiency

• Drive digital transformation and innovation initiatives to enhance employee productivity, digital experience and operational efficiency.

• Collaborate with cross-functional teams to implement and integrate new technologies and solutions.

• Govern and modernise workplace and infrastructure platforms, including cloud services, identity, endpoint management and collaboration technologies, in alignment with business objectives and enterprise standards.

• Partner with business stakeholders to understand workforce needs and align technology capabilities with organisational priorities.

• Manage vendor and managed service provider performance, including service reviews, contract governance, service level management and continual service improvement.

• Establish and monitor service performance metrics, operational dashboards and employee experience indicators to drive accountability and continuous improvement.

• Partner with the governance team to uphold cybersecurity compliance and promote best practices.

• Continuously evaluate emerging technologies, market trends and industry best practices to improve employee experience, productivity and cybersecurity.

• Develop organisational capabilities through coaching, succession planning, knowledge management and leadership of both internal and outsourced teams

Your Experience:

• Degree in Information Technology, Computer Science, Engineering or a related discipline.

• At least 10-15 years of experience in information technology, including leadership roles in workplace technology, infrastructure, service management or technology operations. Strong understanding of endpoint computing, collaboration platforms, infrastructure, networks, cybersecurity, cloud services and service desk operations.

• Strong leadership, stakeholder management, communication and problem-solving skills, with a passion for improving employee experience, productivity and operational resilience.

• Strong understanding of IT Service Management (ITSM) practices, including Incident, Problem, Change, Knowledge and Continual Improvement. ITIL certification is preferred.

• Experience in developing technology strategies, roadmaps, budgets and business cases, with a track record of driving technology modernisation and service improvement initiatives.

• Proven experience leading multidisciplinary teams, managed service providers and technology vendors in large and complex environments.