Assistant Manager, IT (2 year contract) - hybrid arrangement

The Assistant Manager will drive process transformation across the organisation by re-engineering manual workflows, enabling automation through Microsoft Power Automate, and most importantly, championing the practical adoption of AI tools across our programmes, fundraising, corporate services, and care operations. The role also serves as the administrator for our Salesforce and Microsoft 365 environments, ensuring that these platforms remain reliable, properly governed, and suitable for their purpose.

Key Responsibilities

Process Transformation and Automation

• Map current state processes across departments, identify bottlenecks and waste, and design future state workflows that improve efficiency, accuracy, and user experience.
• Design, build, and maintain automated workflows using Microsoft Power Automate (cloud flows and desktop flows for robotic process automation), integrating across M365 apps, SharePoint, Forms, Excel, and other external systems.
• Establish a pipeline of automation opportunities with clear business cases, benefits tracking, and measurable KPIs.
• Drive structured change management through training, documentation, and reviews after implementation, so that improvements endure.

AI Adoption

• Identify AI use cases with high value and low risk across the organisation, such as document drafting, meeting summarisation, data extraction, chatbots for internal knowledge, and triage of donor or service enquiries, and take them from pilot to production.
• Configure and deploy solutions powered by AI, using Microsoft Copilot, Anthropic Claude, OpenAI ChatGPT, Copilot Studio agents, AI Builder, and approved tools built on large language models.
• Develop practical AI usage guidelines and training for staff, promoting responsible AI use, data protection under PDPA, and human oversight of AI outputs.
• Continuously evaluate emerging AI tools and recommend suitable adoption, balancing capability, cost, and governance.

Salesforce Administration

• Administer and configure our Salesforce environment: user management, profiles and permission sets, custom fields and objects, page layouts, validation rules, reports and dashboards, and workflow automation with Flow.
• Support fundraising, donor management, and programme teams in maintaining clean data, segmentations, and tracking of campaigns and donations.
• Manage integration between Salesforce and other systems, and coordinate with vendors on releases, sandboxes, and license renewals.
• Provide frontline support, resolve incidents and enhancement requests, and maintain system documentation.

Microsoft365 Administration

• Administer the M365 tenant, covering user identity and access through Entra ID, Exchange Online, SharePoint Online, Teams, OneDrive, Forms, Intune and Power Platform governance.
• Manage licenses, storage, security and compliance settings(conditional access, DLP policies, retention), and endpoint and mobile device policies.
• Support and coach staff on the effective use of M365 and AI features (Copilot, Teams, SharePoint automation).

Governance and Support

• Maintain IT policies and SOPs in line with PDPA, IM8 and social sector data protection expectations, and cybersecurity best practices.
• Assist with vendor management, budgeting, and asset tracking.
• Serve as the internal point of contact for technology questions, escalating and coordinating with external vendors where needed.

Requirements

• Bachelor's degree or polytechnic diploma in computer science, information systems, business, or a related discipline.
• At least 3 years in process transformation, business process improvement, or digital transformation roles. Candidates must be able to cite specific initiatives they personally led, with quantified outcomes (for example hours saved, error rates reduced, or turnaround times shortened).
• Hands-on experience building and supporting Microsoft Power Automate solutions that are in production use by other staff, covering both cloud flows and desktop flows (robotic process automation).Personal-productivity flows alone do not meet this requirement. Candidates should be able to describe the connectors used, error handling, and how the flows were documented, handed over, and maintained.
• Demonstrated experience taking at least one AI use case from pilot to production adoption within an organisation, using Microsoft Copilot or Copilot Studio, Anthropic Claude, OpenAI ChatGPT, AI Builder, or tools built on large language models. This must include use case identification, pilot design, and staff training or enablement, not personal use of AI tools alone.
• Salesforce Certified Administrator with at least 3 years of hands-on administration of a live Salesforce org, including user management, profiles and permission sets, custom objects and fields, page layouts, validation rules, reports and dashboards, and Flow-based automation.
• At least 3 years of Microsoft 365 tenant administration at the admin-centre level (not end-user support alone), covering Entra ID identity and access, Exchange Online, SharePoint Online, Teams, Intune and Power Platform governance, including hands-on configuration of conditional access, DLP, and retention policies.
• Working knowledge of Singapore's Personal Data Protection Act (PDPA) and practical experience applying data protection controls (such as access restrictions, consent management, and retention) when handling sensitive client and donor data.
• Strong written and verbal communication and stakeholder management skills, with a track record of explaining technical solutions to non-technical staff, delivering training, and securing adoption of new tools and processes.
• Able to work independently and hands-on in a lean in-house IT function, owning day-to-day operations while coordinating external vendors.

Advantageous Qualifications

• Microsoft 365 certification (for example Microsoft 365 Certified: Administrator Expert) or other relevant Microsoft certifications.
• Experience in a nonprofit, social service agency, healthcare, or aged care setting; familiarity with NCSS or Social Service Office reporting requirements.
• Experience with Salesforce Nonprofit Cloud or other donor CRM implementations.
• Experience building apps with low-code tools such as Microsoft Power Apps, or with AI Builder.
• ITIL Foundation or a project management certification (for example PMP, PRINCE2, or CAPM).
• Working knowledge of process mapping tools (Visio, Miro) and improvement methodologies such as Lean or Six Sigma.