Associate Director, Service Assurance
8500 - 17000 SGDFull-time
National University of Singapore
Interested applicants are invited to apply directly at the NUS Career Portal. Please note your application will only be processed if you apply via NUS Career Portal.
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We regret that only shortlisted candidates will be notified.
What You Do
We are seeking an experienced and strategic Associate Director, Service Assurance to lead the Service Assurance function within Infrastructure – Systems and Data Centre.
Reporting to the Head, Systems and Data Centre, you will lead a team responsible for service governance, operational assurance, executive reporting, audit coordination, vendor governance, software procurement and licence management, AV facilities support, and strategic planning support for Infrastructure.
You will play a key role in strengthening service quality, operational resilience, compliance, cost effectiveness, and data-driven decision-making across IT Infrastructure.
This is a senior role suited for a leader who can operate across strategy and execution — engaging senior stakeholders, guiding team members, improving governance practices, and translating operational data, risks, and priorities into actionable plans and senior-level communications.
Key Responsibilities
- 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.
- 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 major and critical incidents.
- Drive root cause analysis, corrective actions, and continuous improvement initiatives to improve service reliability and operational resilience.
- Establish and monitor IPM metrics, including incident response time, resolution time, recurrence rate, SLA compliance, and problem closure effectiveness.
- Collaborate with infrastructure, application, cybersecurity, service desk, and business teams to ensure coordinated incident response and problem resolution.
Who You Are
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.
- Demonstrated experience using AI, automation, analytics, or digital tools to improve outcomes in reporting, service analytics, audit coordination, process automation, knowledge management, strategy development, decision support, or operational efficiency.
- Good understanding of responsible and secure use of AI, including data sensitivity, confidentiality, accuracy review, human oversight, and appropriate use of AI-generated outputs.
- Experience in vendor and contract governance, including SLA management, service reviews, payment administration, escalation management, contract compliance, and liquidated damages management.
- Experience in software procurement, software asset management, licence compliance, utilisation tracking, renewals, cost optimisation, and enterprise software governance.
- Experience preparing executive reports, dashboards, operational insights, management papers, and senior stakeholder updates.
- Experience coordinating internal and external audits, ISO certification activities, compliance reviews, audit responses, evidence reviews, and remediation tracking.
- Strong understanding of IT service management, operational readiness, risk management, audit practices, governance controls, service improvement, and enterprise infrastructure operations.
- Excellent communication, analytical, stakeholder management, negotiation, influencing, writing, presentation, and problem-solving skills.
- Ability to engage effectively with senior management, technical teams, vendors, auditors, procurement stakeholders, and cross-functional partners.
- Strategic, meticulous, accountable, and comfortable managing ambiguity, competing priorities, and complex stakeholder expectations.
Preferred Qualifications
- Professional certifications in IT service management, governance, audit, security, project management, data analytics, or AI adoption would be advantageous, such as ITIL, ISO 20000, ISO 27001, COBIT, CISA, PMP, Agile, data analytics, AI governance, or equivalent.
- Experience with AV facilities, meeting room technologies, or workplace collaboration technologies would be advantageous.
- Experience in higher education, public sector, large enterprise, or mission-critical IT environments would be an advantage.
About NUS IT
Ignite Your Future with NUS IT!
NUS IT is the digital powerhouse driving the National University of Singapore’s vision to be a “Borderless University, powered by Infinite Technology.” We don’t just keep up with change - we lead them, delivering secure, high-performance IT solutions that transform education, research, and enterprise.
Innovation is at the heart of NUS IT. Our dynamic team thrives on curiosity and creativity, empowered with the latest tools and emerging technologies. Here, you’ll have the freedom to explore, experiment, and turn ideas into reality.
Join us as we break boundaries and harness Agentic AI to build safe, scalable, and impactful solutions for the University. If you’re ready to make a difference and shape the digital future, NUS IT is where your talent will shine. Let’s build the digital future together!
Stay connected with us!
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Why Join NUS IT
Step into a vibrant, innovative workplace at NUS IT, where teamwork, fun, and personal growth truly matter. Our “work hard, play hard” culture means you’ll thrive in a dynamic team, form genuine friendships, and enjoy lively days - whether on the job or at sports like badminton, running or soccer. We even have a “Fun Club” that plans recreation and fun activities - run by some of us in NUS IT, for NUS IT!
We celebrate success together and empower your development with a clear career path and plenty of learning opportunities. Learn, lead, and reach your potential surrounded by inspiring and helpful colleagues!
Benefit from outstanding perks:
- Family Care Leave of 2 days
- Additional Childcare Leave beyond statutory benefits
- 2 Wellbeing days
- Up to 3 sick days with no MC
- Progressive annual leave starting at 21 days (including National Service!)
- Flexible medical coverage up to $10,000 for you and your dependents
Vacancy posted 8 days ago
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