Job Description
A Bachelor’s or Higher Degree is the minimum entry required for the position

  • Skill Set: ITIL
  • Total Experience: 3.00 to 9.00 Years
  • No of Openings: 1
  • Job Post Date: 16/08/2021
  • Job Expiry Date: 15/09/2021
  • Domain: IT
  • Location: CYBERJAYA [Malaysia]

Job Summary

Service Management Leader
Job Responsibilities:
This position will be responsible for driving best practices and managing a team for the design, maintenance and development of IT Service Management (ITSM) processes, which adheres to the Information Technology Infrastructure Library (ITIL) Standards and best practices. ITSM processes includes: Incident, Problem, Change, Capacity Management, Service Level Management etc.
This position will be the process owner of all ITIL / ITSM framework & processes and is responsible for the development, training, performance tracking, and reporting of these processes with the team. The position is expected to work across all functional areas within the Region and In Country Organization and will oversee and ensure processes are implemented, followed and aligned with the Organization needs. In addition, the position will ensure continual service improvement of ITSM standards and processes across the region.
¿ Demonstrated experience in leading an ITSM team, process improvement and organization change initiatives.
¿ Define, design, and implement processes and procedures based on industry standard Information Technology Infrastructure Library (ITIL).
¿ Develop and maintain a roadmap that drives implementation throughout the IT Organization for ITSM delivery, metrics and governance.
¿ Partner with other leaders across the Organization and champion the day to day operation, continuous improvement and governance of the lifecycle of IT Service Management.
¿ Continue to develop, implement and mature the overall IT Service Management processes, training strategy and plans.
ITIL Processes:
¿ Incident Management and Major Incident Management
¿ Change Management
¿ Problem Management
¿ Availability Management
¿ Capacity Management
¿ Knowledge Management
¿ Service Asset and Configuration Management
¿ Knowledge Management
¿ Continual Service Improvement
¿ Release Management
¿ Service Request Management
¿ Service Level Management
Job Requirements:

¿ Minimum 10   15 years of relevant experience in IT Service Management
¿ Minimum 3   5 years of people management experience
¿ Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes. ITIL v3 or ITIL 4 certified and preferably in 1 or more of the following areas below
¿ ISO/IEC 20000 1:2018
¿ Lean Six Sigma

¿ Experienced leader and team player with the ability to work independently to organise, manage and complete projects within tight deadline.
¿ Good working knowledge of relevant IT related regulations of APAC Region is preferable.
¿ Proven experience in managing and implementing an IT Service Management Program.
¿ Must be a motivated, independent self starter. Must be able to take the lead (when required) and yet be part of a working team. Possess good time management skills, able to prioritize and multi task.
¿ Must have effective communication and presentation skills, both written and verbal. Must be able to convey ideas, thoughts and actions to all levels of staff.
¿ Good interpersonal skills to effectively work in partnership with colleagues globally.
¿ Excellent written and verbal communication skills, strong attention to detail.
¿ Analytical skills with the ability to provide practical solutions for effective risk management.
¿ Self driven and independent, able to work well cross functionally, to think rigorously and make hard decisions and trade offs when required.

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