IT Service Management

amIT Global Solutions Sdn Bhd; Indonesia; On-site; IDR 420,000,000 - 660,000,000; Full time

Job summary

amIT Global Solutions Sdn Bhd is seeking an experienced ITSM leader to drive service delivery across the organization, focusing on incident, problem, change, and configuration management with emphasis on reliability and scalability.

The role partners with Technology leadership and business units to set strategy, governance, and performance metrics, while guiding the ITSM team toward operational excellence and continuous improvement.

Qualifications

• Bachelor's degree or higher in Information Technology, Information Systems, Computer Science, Engineering, or related field.
• 7+ years in IT Service Management, IT Operations, or related tech functions with leadership experience.
• Proven leadership of ITSM/IT Operations with track record of service delivery improvements.
• Hands-on experience with ITSM platforms such as ServiceNow, BMC Remedy, GLPI or similar.
• Strong understanding of ITIL/ITSM practices across Incident, Problem, Change, Request, Configuration, and SLA/ KPI management.
• Experience in governance, policy development, and performance monitoring.
• Excellent stakeholder management with ability to work with technology leadership, business units, vendors.

Responsibilities

• Lead ITSM function and direct service delivery across the organization.
• Develop and drive ITSM strategy, roadmap, governance, and standards.
• Own and improve core ITSM processes (Incident, Problem, Change, Request, Configuration, SLAs).
• Establish service performance frameworks, KPIs, and operational metrics.
• Drive initiatives to improve efficiency, reliability, and user experience through process optimization and automation.
• Partner with technology leadership, IT teams, and vendors to resolve critical issues.

Skills

Leadership

ITIL

ServiceNow

Stakeholder mgmt

Vendor mgmt

Process improvement

SLA/KPI mgmt

Problem solving

Cross-functional collaboration

Education

Bachelor's degree in IT/CS/Engineering

Tools

ServiceNow

BMC Remedy

GLPI

Job description

Job Description:

• Lead the IT Service Management function and provide direction to ensure effective, reliable, and scalable IT service delivery across the organization
• Develop and drive the ITSM strategy, roadmap, governance, and service management standards in alignment with business and Technology objectives
• Own and continuously improve core ITSM processes, including Incident, Problem, Change, Request, Configuration, and Service Level Management
• Establish and oversee service performance frameworks, KPIs, SLAs, and operational metrics, ensuring service quality and continuous improvement
• Lead initiatives to improve IT service efficiency, reliability, user experience, and operational maturity through process optimization, automation, and best practices
• Partner closely with Technology leadership, IT teams, business stakeholders, and vendors to ensure effective service delivery and resolution of critical issues
• Drive cross-functional initiatives related to IT service transformation, process standardization, and operational improvement
• Oversee ITSM tools and platforms, ensuring they effectively support service management processes, reporting, automation, and operational needs
• Establish mechanisms for service governance, performance reviews, escalation management, and continuous improvement, providing insights and recommendations to Technology leadership
• Ensure service readiness, operational stability, and effective change management for major system implementations, technology changes, and organizational initiatives
• Lead and develop the ITSM team, fostering a culture of accountability, service excellence, collaboration, and continuous improvement
• Manage relationships with key third-party service providers and ensure vendor performance, SLA compliance, and service quality

Requirements:

• Bachelor's degree in Information Technology, Information Systems, Computer Science, Engineering, or a related field
• 7+ years of experience in IT Service Management, IT Operations, or related technology functions, with demonstrated experience in a leadership or managerial capacity
• Proven experience leading ITSM / IT Operations functions, including managing teams and driving service delivery improvements
• Strong hands-on experience with ITSM platforms such as ServiceNow, BMC Remedy, GLPI, or similar enterprise solutions
• Strong understanding of ITIL / ITSM practices, including Incident, Problem, Change, Request, Configuration, and Service Level Management
• Experience in IT service governance, process improvement, SLA/KPI management, and operational performance monitoring
• Demonstrated ability to establish and improve ITSM processes, policies, and service standards across the organization
• Strong stakeholder management skills, with the ability to work effectively with Technology leadership, business functions, vendors, and third-party service providers
• Comfortable operating in a complex, multi-stakeholder and enterprise environment, with strong problem-solving and decision-making skills
• Ability to lead teams, influence stakeholders, and drive continuous improvement and service excellence