IT Service Governance & Operational Excellence Lead

Mettler Toledo; Selangor; On-site; MYR 180,000 - 240,000; Full time

Benefits offered by this job

1.5-month contractual bonus

Medical and Dental benefit (including

Job summary

METTLER TOLEDO seeks an experienced IT Service Governance & Operational Excellence Manager to drive governance, compliance, and continuous improvement across regional services and digital workplace initiatives. You will influence senior stakeholders, push measurable service improvements, and accelerate automation adoption.

Ideal candidates have 8–10 years in ITSM/operations, strong ITIL knowledge, and a track record of cross-functional transformation in regional/global settings.

Qualifications

• 8-10 years in ITSM, IT Operations, Governance, Compliance or Operational Excellence.
• Proven cross-functional transformation leadership in regional or global orgs.
• Strong ITIL-based service management knowledge; ServiceNow preferred.
• Experience in governance, risk management, audit coordination, privacy and control assurance.
• Excellent stakeholder management, communication and influencing skills.
• ITIL certification preferred; COBIT, ISO 27001, PMP, Lean Six Sigma, ServiceNow or risk/privacy credentials advantageous.

Responsibilities

• Define and drive the IT service governance strategy, roadmap, and maturity framework.
• Establish and enhance ITSM processes including incident, problem, change, request, knowledge, and service catalog management.
• Lead operational excellence initiatives through performance metrics, dashboards, and continuous improvement programs.
• Strengthen governance, risk management, audit readiness, and compliance controls across service operations.
• Partner with regional and global stakeholders to improve service quality, user experience, and outcomes.
• Identify and implement automation and AI opportunities with governance and measurable results.

Skills

Stakeholder management

Communication

Influencing skills

Leadership

Automation awareness

AI opportunities awareness

Education

Bachelor's degree in IT/CS/Engineering/IBS or related

Tools

ServiceNow

ITSM platforms

ITIL framework

GRC tools

Job description

METTLER TOLEDO seeks an experienced IT Service Governance & Operational Excellence Manager to drive governance, compliance, and continuous improvement across regional services and digital workplace initiatives. You will influence senior stakeholders, push measurable service improvements, and accelerate automation adoption.

Ideal candidates have 8–10 years in ITSM/operations, strong ITIL knowledge, and a track record of cross-functional transformation in regional/global settings.