Lead, IT Services Management

Role Overview

We are seeking a Lead for IT Services Management to be based in Petaling Jaya. This role involves managing ITSM operations, ensuring production stability, and supporting ServiceNow tools and related platforms within a 24/7 operational environment.

Key Responsibilities

• Manage major incidents by leading business-impacting incident resolution with command and control to minimize disruptions.
• Oversee service availability and performance through effective Incident, Change, and Service Level Management, coupled with clear executive communications and service recovery activities.
• Leverage and administrate ServiceNow, ITSM tools, Slack, and related platforms to support Incident, Problem, Change, Knowledge, and Service Request Management processes.
• Implement and enforce the ITIL framework across IT teams, adapting it to daily operations and establishing standards for IT management and practices.
• Design and execute projects aimed at advancing IT processes, systems, and operations efficiency.
• Maintain in-depth knowledge and practical experience handling complex Configuration Management Database (CMDB) structures.
• Champion Site Reliability Engineering (SRE) methodologies within the ITSM framework facilitating continuous integration and delivery pipelines.
• Drive best practices in SRE to improve service reliability, scalability, and security in IT services.
• Collaborate with cross-functional teams to implement automation, monitoring, and rapid incident response aligned with SRE principles.
• Enable continual service improvement through measurement and analysis of metrics and key performance indicators.
• Analyze trends and recurrence in Incident and Problem data to reduce frequency and prevent service disruptions.
• Establish Knowledge Management protocols, maintaining repositories and encouraging knowledge sharing across the organization.
• Support the deployment and administration of service management and reporting tools to monitor key performance indicators for service delivery.

Qualifications and Experience

• Bachelor’s degree or equivalent experience in computer science, engineering, or related fields.
• Minimum of 8 years’ experience in IT Service Management, Technology Operations, and Application Development.
• Familiarity with ITIL V4 service management disciplines, specifically in service development and operations contexts.
• Strong analytical and problem-solving skills with an ability to interpret data, form hypotheses, and develop insights.
• Proven track record in implementing cross-functional process improvements and achieving measurable results.
• Hands-on experience with ITSM tools such as ServiceNow, collaborative platforms like Slack, and incident response tools like PagerDuty.
• Excellent communication skills in verbal, written, and presentation formats.