Job Description

Role Mission 

Lead and shape StarHub’s digital workplace and IT service management strategy, driving an integrated EUC and ITSM ecosystem that delivers exceptional employee experience, operational excellence, and scalable service delivery. 

Accountabilities 

Strategic Leadership 

Define and own the enterprise-wide EUC & ITSM strategy and multi-year roadmap 

Act as Head of ITSM, establishing governance, standards, and operating model across BTS/IS 

Drive service transformation toward a product-centric, experience-led IT organisation 

EUC Leadership 

Own enterprise EUC platforms (Google Workspace, devices, collaboration tools) 

Drive modern digital workplace initiatives and adoption at scale 

Ensure endpoint security, compliance, and resilience 

ITSM Leadership 

Own end-to-end ITSM framework (Incident, Problem, Change, Request, CMDB, Service Transition) 

Establish service governance, operating model, and performance management 

Drive ITIL maturity and automation across IT services 

Operational & Financial Ownership 

Accountable for service performance, SLAs, and vendor ecosystem 

Own budgeting, cost optimisation, and value realisation for EUC & ITSM 

Lead large-scale managed services and strategic vendors 

Long Description

Responsibilities 

1. Strategy & Transformation 

Define and execute integrated EUC + ITSM transformation roadmap 

Drive shift from technology operations - experience-led service delivery 

Champion automation, AI Ops, self-service, and digital workplace innovation 

Align with enterprise architecture, security, and business priorities 

2. ITSM (Head of Function Scope) 

Establish enterprise ITSM governance model across BTS 

Define and standardise: 

Incident / Problem / Change / Request / Knowledge processes 

Own ServiceNow (or equivalent) strategy and optimisation 

Drive: 

Service integration (SIAM if applicable) 

Cross-tower service orchestration 

Build service performance dashboards (SLAs, XLAs, experience metrics) 

3. EUC & Digital Workplace 

Lead EUC modernisation (GWS, endpoints, collaboration tools) 

Own: 

Device lifecycle strategy 

Digital employee experience (DEX) 

Hybrid workplace enablement 

Ensure integration with: IAM, Security, Slack, JAMF, Intune, etc.   

4. Service Experience & Operations 

Move from SLA-driven → experience-driven (XLA) service model 

Drive improvements in: Employee onboarding , Service responsiveness, Workplace productivity, Reduce incidents and improve service quality at scale 

5. Vendor & Ecosystem Management 

Own strategic vendor relationships (EUC + ITSM managed services) 

Define vendor operating model and governance cadence 

Drive: SLA compliance , Cost optimisation , Outcome-based performance 

6. Stakeholder & Business Leadership 

Partner with: 

HR (employee experience) 

Finance (budget & value) 

Security (compliance) 

Business units (productivity needs) 

Act as single point of accountability for IT service experience 

7. Organisation & Capability Building 

Build and lead high-performing EUC & ITSM teams 

Define future capabilities: 

Automation / AI Ops 

Service design 

Experience management 

Develop leadership bench for service management function