Head of IT Services & Digital Workplace
About the role
Lead the Ascend Money IT team, owning the digital workplace and corporate IT function that keeps employees productive and secure in a regulated fintech environment.
Key responsibilities
Own enterprise administration and governance of Google Workspace at scale, security, data governance, policy design, user lifecycle, and large-scale operational support, including multi-entity / multi-domain architecture and domain separation initiatives
Own corporate identity & access management: SSO, Active Directory, and directory integrations, covering joiner/mover/leaver lifecycle, access reviews, and privileged access hygiene
Own application support and vendor coordination for Oracle Fusion Cloud ERP, incident/request handling, release coordination, access management, and stakeholder communication with Finance and Relevant teams
Lead IT support and service operations (onsite and remote): set service standards, SLAs, KPIs, and CSAT targets, and continuously improve resolution speed and service quality
Provide leadership and escalation support for complex IT operational issues, with appropriate after-hours and incident support arrangements to protect business continuity
Own endpoint standards and lifecycle across Windows and MacOS device management (MDM), security baseline compliance, software licensing, and oversee IT asset management from procurement to refresh
Drive automation, workflow optimization, and AI-assisted productivity tools (e.g., Apps Script, GenAI assistants) to reduce manual work and improve employee experience
Develop and enforce IT policies, procedures, and standards for the corporate IT domain, aligned with governance frameworks and regulatory requirements (BOT, PDPA, ISO 27001), and support internal audit and regulator requests
Manage vendors and service providers, contract negotiation, service performance, renewals, and cost optimization
Lead, coach, and develop the team (~15 members): workload allocation, performance management, capability development, and succession planning
About you
Bachelor's degree in Computer Science, Information Technology, Business Information Systems, or a related field
7+ years in IT operations, corporate IT / digital workplace, or IT service management, with 3+ years of people leadership experience
Hands-on experience administering Google Workspace in an enterprise-scale environment, including governance, security, user lifecycle management, and large-scale operational support
Solid experience with identity & access management in SSO/IAM concepts, Active Directory, and directory/identity integrations
Proven track record leading process improvement, automation, or digital transformation initiatives with measurable outcomes in productivity, service quality, or cost
Strong ITSM foundation (incident, request, problem, change) and experience running support operations against SLAs and KPIs
Experience managing IT vendors, budgets, contracts, and technology procurement
Excellent stakeholder management, communication, and influencing skills across technical and non-technical audiences, including senior leadership
Proficiency across Windows and MacOS environments and Microsoft 365 / Google Workspace ecosystems