Manager, IT Service Management

We are Malaysia’s leading Credit Reporting Agency (CRA) and we are aggressively expanding our business, and looking for dynamic, driven and motivated individuals to join our team. Our Direct-To-Consumer segment (D2C), is one of our fastest growing product areas in the market, with an abundance of expansion plans and innovative ideas on hand.

ROLE OVERVIEW

The Manager- IT ServiceManagement owns end-to-end governance, design, and continuous improvement ofITSM processes across a hybrid infrastructure on-premise data centers, AWScloud services, and integrated SaaS platforms. This role leads Incident, Change& Release, Knowledge, Asset, and Configuration Management, establishesgovernance frameworks (SOPs, policies, runbooks), and delivers real-timeoperational insights via ITSM tooling. As a senior liaison to business unitsand governance bodies (Change Advisory Board, Technology Committee, Risk &Compliance, Enterprise Architecture), this position drives service excellence,risk mitigation, and alignment of IT operations with business objectives.

KEYRESPONSIBILITIES

Service Governance & Strategy

• Develop, implement, and mature ITSMframeworks, policies, SOPs, and governance documentation aligned to ITIL v4best practices.
• Chair and participate in governance forums(CAB, Risk Management Committee, Technology Committee, Enterprise ArchitectureCommittee), providing data-driven recommendations and risk assessments.
• Define service portfolios, SLAs / OLAs, andcost center controls; partner with FinOps to forecast budgets, manage cloudexpenditure, and optimize software and subscription licenses.

Incident, Problem & Knowledge Management

Change & Release Management

Operational Excellence & Monitoring

Stakeholder Engagement & Reporting

WHATDOES IT TAKE TO BE SUCCESSFUL

Qualifications

WorkExperience

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