IT Service Management Lead (ITSM/ ITL/ Central/ Attractive Bonus)
• Location: Central Area
• 5 Days work week
• Permanent Role
• Salary: up to $14,000 (commensurates with experience) + Attractive Bonus & Benefits
Responsibility:
- Ensure ITSM processes align with ITIL best practices and industry standards.
- Lead the ITSM team, offering guidance, coaching, and mentorship, and develop, implement ITSM processes and practices, including Incident, Problem, Change, and Service Request Management.
- Collaborate with IT teams to enhance service delivery, quality, and reliability. Oversee major incidents, providing timely updates to senior stakeholders, regulators, and industry participants.
- Create and maintain ITSM documentation, policies, and procedures.
- Manage ITSM tools and technologies, such as ServiceNow and JIRA.
- Define and monitor ITSM metrics, KPIs, and service level agreements (SLAs).
- Conduct ITSM training and awareness programs for IT staff and customers.
- Foster a culture of change resilience and continuous improvement with a risk-aware mindset.
- Work with the Incident Manager to resolve incidents as swiftly as possible.
- Perform post-incident reviews for major incidents to capture lessons learned and ensure improvement plans are completed.
- Support internal and external audits on ITSM practices.
Requirement:
- Min 8 years of experience in ITSM/ITL in a large organization.
- Degree in computer science/ Computer Engineering or related certifications.
- Proven track record in ITSM implementation and management.
- Strong expertise in ITIL best practices and ITSM processes.
- ITIL 4 certified.
- Excellent leadership, communication, and problem-solving abilities.
- Experience in a regulated financial institution is a plus.
- Extensive understanding of the digital payments landscape is advantageous.
- Experience with ITSM tools and technologies, such as ServiceNow and JIRA.
How to apply
Interested candidates who wish to apply for the post, you may click the Apply Now Button or send in your updated resume (in MS Word format) to [email protected]
We regret to inform that only shortlisted candidates will be notified.
Careerally Pte Ltd | EA Licence: 24C2215
Ooi Chuan Yi (Jacky)| EA Registration No: R24122948
