IT Assistant Manager

Role purpose

BTRT appoints one Service Provider for end-to-end managed ITservices: infrastructure, helpdesk, Dynamics 365 maintenance, development, AIand automation, and cybersecurity. The contract runs one year, with an optionto extend for two more. The Assistant Manager is BTRT's in-house owner of thiscontract. The role makes sure the vendor delivers the agreed service levels,controls scope and cost, protects temple and donor data, and moves theAI-enabled temple roadmap forward. It is a management role, not hands-ontechnical support.

Key responsibilities

1. Vendor and contract management

• Act as day-to-day BTRT contact for the Service Provider's Service Delivery Manager. Run the fortnightly operational meetings and quarterly service reviews.
• Monitor service levels, KPIs and reports.
• Verify the vendor's invoices against the Price Schedule before payment.
• Track Key Personnel, replacements and subcontractors against the Tender Offer.
• Assess Change Requests and quotations: check scope, effort and cost against the tendered man-day rates and the development allocation.

2. Project and change oversight

• Gather requirements from temple departments and keep a prioritised A&T backlog.
• Review vendor project plans, milestones and risks. Lead user acceptance and sign-off for BTRT.
• Where a project needs downstream vendors, compare their quotes, review the prime vendor's recommendation and take the proposal to management.
• Work with the vendor's Project Manager on new projects.

3. Service quality and operations

• Review P1 and P2 incidents, root causes and problem trends. Follow up on availability for Mission-Critical services: POS, kiosks, online donation and payment gateway.
• Oversee business continuity and disaster recovery tests.
• Maintain the licence and subscription register including renewals and consumption of Azure services.

4. Cybersecurity, data protection and governance

• Follow up vulnerability assessment, penetration test and IT audit findings until closed.
• Review access rights and data residency approvals.
• Keep procurement and vendor records that meet the Code of Governance for Charities and Institutions of a Public Character: documented decisions, conflicts of interest declared, oversight by committee.

5. AI and automation

• Oversee the vendor's AI Governance Framework and use-case backlog. Check that each critical AI service has a human fallback.
• Track benefits from automation and AI initiatives, such as time saved, donor enquiry resolution and fewer manual documents.

6. Reporting and stakeholders

• Prepare a monthly performance report and a quarterly paper for the IT Sub Committee.
• Track the IT budget and flag cost risks early.
• Support users, donors and staff feedback sessions. Coordinate training with the vendor.
• Hold BTRT's own knowledge of systems and documentation, so that the temple can exit or re-tender without disruption.

Requirements

Essential

• Diploma or degree in Information Technology, Computer Science, Information Systems or a related field.
• At least 4 years of relevant IT experience, including at least 2 years managing outsourced IT vendors, service levels or contracts.
• Working knowledge of Microsoft 365, Azure, Dynamics 365 and Power Platform at a functional level, enough to challenge a vendor's proposal.
• Understanding of IT service management (ITIL), cybersecurity basics and the PDPA.
• Able to read contracts and pricing schedules, and to analyse service level reports and liquidated damages.
• Good written and spoken English communication skills to prepare committee papers and explain technical matters to non-technical staff and volunteers.
• Integrity and discretion with donor, financial and personnel data.

Preferred

• ITIL 4 Foundation; PMP, CITPM or COMIT; CISA, CISM or Security+; Microsoft AZ-900 or PL-900.
• Experience in a charity, religious organisation, public-sector body or retail and donation environment.
• Experience running a tender or vendor evaluation in line with documented procurement rules.
• Ability to communicate in English and Mandarin is advantageous for coordinating with Mandarin-speaking staff and volunteers.

Working conditions

• Office hours Monday to Friday. Occasional weekend or evening support during major temple events and go-lives.