Senior IT Service Management Leader

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

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.