Country IT & Automation Manager

About the role

You will lead the transition of the Singapore IT department from a traditional maintenance model to an automation and AI-driven environment. This position involves managing daily end-user computing operations while architecting technical solutions to eliminate manual tasks and improve service delivery.

Key facts

What you'll do

• Manage the Singapore service desk, endpoint fleet, and office IT operations while serving as the primary point of contact for escalations and support.
• Oversee infrastructure projects including office relocations, network upgrades, and AV installations.
• Develop and deploy scripts, integrations, and lightweight tools to reduce manual operational burdens.
• Implement AI and agentic workflows to handle IT support requests and guide the team in responsible AI adoption.
• Enhance system observability by creating dashboards, alerts, and telemetry pipelines.
• Maintain and improve ITSM and CMDB data accuracy within platforms like Freshservice.
• Collaborate with regional teams to enforce security policies and manage vendor performance and costs.

Requirements

• 5+ years of experience managing IT operations or end-user computing teams, including capacity planning.
• Proficiency in deploying and supporting hardware across Mac, Windows, Linux, Android, and iOS.
• Experience managing physical infrastructure projects such as office builds and network upgrades.
• Ability to build solutions using Python, SQL, shell scripting, and low-code platforms like n8n.
• Practical experience with AI-assisted development tools such as Claude Code, Cursor, or Copilot and agent orchestration.
• ITIL certification or equivalent professional experience.
• Experience customizing ITSM/CMDB platforms like Freshservice or ServiceNow.
• Availability for occasional out-of-hours support during major incidents.

Skills & tools

• Python, SQL, shell scripting
• n8n (low-code)
• Claude Code, Cursor, Copilot
• Freshservice, ServiceNow
• ITIL
• Telemetry and observability tools

Practical notes

• Benefits include term life and medical insurance, GrabFlex customizable benefits, parental leave, birthday leave, and volunteering leave.
• The company provides a Grabber Assistance Programme and offers FlexWork arrangements including differentiated hours.
• This is an onsite role based at the One-North office.