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Experience
Experienced
About the role
A senior leadership position overseeing the Service Assurance function within Infrastructure – Systems and Data Centre, based at Kent Ridge Campus. The role reports to the Head of Systems and Data Centre and leads a team focused on service governance, operational assurance, and strategic planning. It suits an experienced leader who can balance strategy and execution while engaging senior stakeholders.
What you'll do
Lead the Service Assurance team, providing direction, coaching, prioritisation, performance oversight, and capability development.
Establish and mature service assurance frameworks, governance models, operating standards, reporting practices, and continuous improvement mechanisms.
Associate Director, Service Assurance job at NUS, Singapore | WorkJio
Oversee infrastructure service performance, including service levels, operational risks, issues, improvement actions, and stakeholder reporting.
Develop and present executive-level reports and dashboards covering infrastructure operations, service performance, vendor performance, audit posture, risks, trends, project progress, and management actions.
Translate complex technical, operational, financial, and governance information into clear, compelling, and decision-ready materials for senior stakeholders.
Use AI-enabled tools, automation, analytics, and data visualisation to improve reporting, service insights, audit tracking, process efficiency, knowledge management, strategy development, and decision support.
Work with operations and project teams to ensure new systems, services, and infrastructure changes are operationally ready, supportable, sustainable, and aligned with service expectations.
Lead governance of major infrastructure contracts and service level agreements, including vendor performance reviews, contractual compliance, payment governance, escalation management, and liquidated damages processes where applicable.
Provide oversight of software procurement and software licence management, ensuring compliance, cost optimisation, effective utilisation, timely renewals, and strong enterprise software asset controls.
Lead ISO 20000, ISMS, and related audit, certification, and compliance activities, ensuring audit readiness, quality evidence, remediation tracking, and continual improvement.
Manage internal and external infrastructure audits, including audit planning, evidence coordination, review of findings, management responses, closure tracking, and progress reporting.
Oversee AV facilities and meeting technology within the IT Building to support reliable and effective collaboration environments.
Advise senior management on service assurance matters, operational risks, compliance gaps, vendor performance, strategic priorities, and opportunities for service optimisation.
Lead and govern IT Incident and Problem Management processes to ensure timely resolution of service disruptions and prevention of recurring issues.
Oversee incident triage, escalation, communication, resolution tracking, and post-incident reviews for
Requirements
A recognised degree in Information Technology, Computer Science, Engineering, Business, or a related discipline.
At least 15 years of relevant experience in IT service management, infrastructure operations, service assurance, governance, vendor management, procurement, audit, compliance, IT planning, or related areas.
Proven experience in a senior leadership, people management, or functional lead role within a complex enterprise IT environment.
Strong experience in service governance, operational assurance, performance management, audit controls, management reporting, strategic planning support, and continuous improvement.
Experience developing strategy papers, management presentations, work plans, briefing materials, approval papers, or senior management communications.
Ability to translate complex technical, operational, risk, financial, and governance matters into clear and concise papers, plans, slides, and executive-level narratives.
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