Manager, IT Service Management

Manager, IT Service Management

Location : Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Averis is a Global Business Services (GBS) that looks into consolidating services and standardization of transactional practices, helping MNC / large enterprises achieve better economies of scale by means of improving productivity and reducing costs.

Our journey started in 2006, and today, more than 700 Averians are servicing over 300 companies across 32 locations globally with Kuala Lumpur being the Headquarter. Our specialization includes Finance & Accounting, Human Resources, Information Technology, Shipping Documentation, Change Management, Data Security, and Business Information

Objectives of the Position

• Service Delivery Excellence : To establish, negotiate, and maintain Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) with the business and internal delivery teams, ensuring clear, measurable service targets are defined and met.
• Process Control & Optimization : To own, drive, and continuously improve core IT Service Management (ITSM) processes (e.g., Incident, Problem, Change, Configuration, Service Catalog, Request Fulfillment) across all IT / Digital functions, aligning them with ITIL best practices.
• Stakeholder Partnership : To serve as the primary liaison for key business stakeholders regarding IT service performance, ensuring clear communication, effective expectation management, and acting as the "service advocate" for the business within IT.
• Reporting and Performance Insight : To proactively monitor and report on SLA achievement, analyzing performance variances and driving remediation plans to correct underperforming services.
• Continuous Service Improvement (CSI) : To champion and execute a structured Continuous Service Improvement (CSI) program across the service lifecycle, identifying and implementing changes that enhance service value, efficiency, and reliability.

Main Tasks

Education and Qualifications

Minimum of 5‑7 years of progressive experience in IT, with at least 3 years specializing in an IT Service Management or Service Delivery role.

Process and Analytical : Strong analytical and problem‑solving skills with the ability to interpret data (SLAs, KPIs, trends) into clear, actionable plans.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Information Technology

Industries

Outsourcing and Offshoring Consulting

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