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

About NUS IT

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