Global IT Service Operations Leader - ITSM Expert

Xsolla; Kuala Lumpur; On-site; MYR 100,000 - 130,000; Full time

Job summary

A global commerce company is seeking a Director of Operations to lead IT Service Management efforts on a global scale. This role emphasizes unifying technology and support ecosystems, ensuring responsiveness and customer satisfaction across time zones. The ideal candidate brings 7+ years of experience, deep knowledge of ITSM frameworks, and the ability to manage distributed teams. This position is based in Kuala Lumpur, Malaysia.

Qualifications

• 7+ years of progressive experience in IT Operations or Service Delivery.
• Deep understanding of ITSM frameworks and proven experience implementing them at scale.
• Experience leading global operations models across multiple regions.

Responsibilities

• Develop and implement a comprehensive IT Service Management strategy.
• Design and operationalize a global service operations model.
• Establish war room protocols for major incident management.

Skills

ITSM frameworks

Incident management

Crisis leadership

Education

Bachelor’s or Master’s degree in Computer Science or related field

Tools

ServiceNow

Jira Service Management

PagerDuty

Datadog

Dynatrace

Job description

A global commerce company is seeking a Director of Operations to lead IT Service Management efforts on a global scale. This role emphasizes unifying technology and support ecosystems, ensuring responsiveness and customer satisfaction across time zones. The ideal candidate brings 7+ years of experience, deep knowledge of ITSM frameworks, and the ability to manage distributed teams. This position is based in Kuala Lumpur, Malaysia.