Manager, IT Service Management
CTOS Data SystemsKuala Lumpur, Kuala Lumpur, Malaysia1 hari lalu
Penerangan pekerjaanEstablish robust frameworks and processesto orchestrate cross-functional war rooms, coordinate stakeholdercommunications, and conduct post-incident reviews (RCA and knowledge-baseupdates). Implement operational-troubleshootingstrategies and best practices to identify root causes, deploy workarounds, andmaintain a comprehensive Known Error Database. Govern knowledge management by ensuringplaybooks, runbooks, and FAQs remain current, searchable(Confluence / SharePoint), and fully integrated into support workflows. Develop and maintain robustframeworks to govern the full RFC lifecycle, including request intake, impactanalysis, risk assessment, scheduling, CAB coordination, andpost-implementation review. Integrate Change processes with DevOpspipelines (CI / CD), enabling safe automation of releases while maintainingrigorous control. Enforce Emergency Change protocols withclear criteria, approvals, and rapid rollback mechanisms. Maintain CMDB integrity through automateddiscovery (ServiceNow, LANDesk, AWS Config, Opentext, etc) and reconciliationprocesses. Oversee IT Asset Management lifecycle : procurement, vendor tendering (RFX), contract negotiation, SLA monitoring, andend-of-life disposal. Evaluate and manage third-party serviceproviders (infrastructure, networking, EUC), ensuring compliance withservice-level commitments. Implement IT Operations Model with 24x7coverage, integrated alerting (SNS, Grafana, PagerDuty, etc), and monitoringplatforms (Nagios, Grafana, Datadog, Dynatrace). Design and deliver executive dashboardsvia ITSM tools and BI solutions, tracking KPIs such as MTTR, SLA compliance,system availability, and change success rates. Drive continuous improvement initiatives(automation, self-service portals, chatbots) to reduce manual effort andaccelerate time to value. Act as principal point of contact forbusiness units, translating technical metrics into business impacts andstrategic roadmaps. Present regular performance reports, riskanalyses, and improvement plans to senior leadership and finance partners. Facilitate training and awareness programson ITSM processes and tools for company-wide. Bachelor’s degree in Computer Science,Information Technology, or related discipline. ITIL Intermediate certifications (ServiceTransition, Service Operation, CSI) highly desirable. Certifications in ServiceNow,Jira Service Management, and other leading ITSM platforms are a plus. Certifications from Microsoft,VMware, AWS, or other major technology providers are highly advantageous. 8+ years in IT Service Management, ITOperations, or Infrastructure roles within hybrid on-premise and cloud environments. Proven leadership in incident, change, release,asset, and knowledge management for enterprise-scale organizations. Hands-on experience with vendor management, RFxprocesses, and managing service-delivery contracts. Exposure to financial services or regulatedindustries preferred. Deep understanding of the ITIL servicelifecycle and capability to tailor processes to business needs. Strong stakeholder and committee managementskills, with the ability to influence decision-making forums (Change Advisory Board,Risk, Architecture, etc). Proficient in ITSM tooling (Service Desk, JiraService Management, LANDesk, Freshservice), enterprise collaboration suites(O365, SharePoint, Confluence), and technology operations. Excellent analytical, communication, andleadership abilities to drive continuous improvement and operational resilience Experience with project tracking and workflowtools such as Jira, VSTS, Trello, etc. Experience in purchasing, contracts, commercialengagement, project tender processes (RFP, RFQ, etc) Demonstrated leadership and the ability toprovide advisory, guidance and coaching to team members on new approaches,products and technologies. Experience addressing audit, compliance, andsecurity requirements to meet organization standards, especially in drivingimplementation and preventive measures.
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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