Head of Service Management - GTO

Prudential Group; Kuala Lumpur; On-site; MYR 250,000 - 300,000; Full time

Job summary

A leading insurance firm is seeking a Head of Service Management in Kuala Lumpur. This pivotal role leads the IT service management team, ensuring services meet business needs while implementing continuous improvement processes. Ideal candidates will have over 10 years of experience, including 5 years in a leadership position, and a strong understanding of IT service management frameworks. This position embodies opportunities for impactful team leadership and strategic execution for service delivery.

Qualifications

• Minimum of 10 years of experience in IT service management or a related field.
• At least 5 years in a leadership role.
• Proven track record of implementing IT service management frameworks.

Responsibilities

• Lead the IT Service Management team and oversee strategy and implementation.
• Ensure IT services meet business needs and deliver value.
• Foster a culture of continuous improvement within the team.

Skills

Leadership

Communication

Problem-Solving

Customer Focus

Education

Bachelor’s degree in information technology, Computer Science, or a related field

Master’s degree

Tools

ITIL

COBIT

ISO/IEC 20000

Job description

2mo ago , from Prudential Assurance Company Singapore

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

The Head of Service Management will lead the IT Service Management team and oversee the strategy, implementation, and continuous improvement of IT service management processes. This role is pivotal in ensuring that IT services meet the needs of the business, achieve high levels of service quality, and deliver value to stakeholders.

Role and Responsibilities

Strategy and Planning

• Develop and execute the IT service management strategy aligned with organizational goals.
• Lead the design and implementation of IT service management frameworks, methodologies, and processes.
• Ensure IT service management policies and procedures are well-documented and communicated.
• Service Delivery:
• Oversee the delivery of IT services to ensure they meet or exceed service level agreements (SLAs).
• Work closely with other IT leaders to ensure seamless service delivery and integration. Manage the service desk and support functions, ensuring timely resolution of incidents and service requests.
• Continuous Improvement: Implement and manage continuous improvement processes to enhance service quality and efficiency.
• Conduct regular reviews of IT service performance and identify areas for improvement.
• Foster a culture of continuous improvement within the IT service management team.
• Stakeholder Management: Build and maintain strong relationships with key stakeholders, including business leaders and external partners.
• Communicate IT service performance and improvement initiatives to stakeholders effectively.
• Ensure customer satisfaction through regular engagement and feedback mechanisms.
• Team Leadership: Lead, mentor, and develop the IT service management team.
• Ensure the team is equipped with the necessary skills and knowledge to perform their roles effectively. Foster a collaborative and high-performance team culture.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field; a Master’s degree is preferred.
• Minimum of 10 years of experience in IT service management or a related field, with at least 5 years in a leadership role.
• Proven track record of implementing IT service management frameworks such as ITIL, COBIT, or ISO/IEC 20000.
• Strong understanding of IT infrastructure, applications, and service delivery processes.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to drive continuous improvement initiatives and manage change effectively.

Key Competency

• Strategic Thinking: Ability to develop and execute strategic plans that align with business objectives.
• Leadership: Strong leadership skills with the ability to inspire and motivate teams.
• Problem-Solving: Proficiency in identifying issues, assessing risks, and implementing solutions.
• Communication: Excellent verbal and written communication skills, with the ability to engage effectively with all levels of the organization.
• Customer Focus: Commitment to delivering high-quality IT services that meet the needs of the business.
• Adaptability: Ability to manage multiple priorities and adapt to changing business needs.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.