IT Service Governance & Operational Excellence Manager

Mettler-Toledo, Inc.; Petaling Jaya; On-site; MYR 180,000 - 280,000; Full time

Benefits offered by this job

1.5-month contractual bonus

Medical and Dental benefit (including/

Job summary

Mettler Toledo is seeking an experienced Manager, IT Service Governance & Operational Excellence to drive service governance and continuous improvement across our Regional Services & Digital Workplace organization.

You will influence senior stakeholders, lead governance and ITSM initiatives, and accelerate automation with strong compliance and measurable results across regional operations.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, Engineering, or a related discipline.

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 business outcomes.
• Identify and implement automation and AI opportunities with appropriate governance and measurable results.

Skills

IT Service Management

ITIL

Stakeholder management

Cross-functional leadership

Education

Bachelor's degree in IT/CS/BI/Engineering

Tools

ServiceNow

Job description

Our Opening and Your Responsibilities

Mettler Toledo is seeking an experienced Manager, IT Service Governance & Operational Excellence to drive service governance, operational excellence, compliance, and continuous improvement across our Regional Services & Digital Workplace organization. This is a strategic leadership role where you will influence senior stakeholders, drive measurable service improvements, strengthen compliance and governance practices, and accelerate the adoption of automation and AI to enhance business outcomes.

Key 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 business outcomes.
• Identify and implement automation and AI opportunities with appropriate governance and measurable results.

What You Need to Succeed

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, Engineering, or a related discipline.
• 8-10 years of experience in IT Service Management, IT Operations, Governance, Compliance, or Operational Excellence roles.
• Proven experience leading cross-functional transformation, governance, or service improvement initiatives within regional or global organizations.
• Strong knowledge of ITIL-based service management practices and ITSM platforms, preferably ServiceNow.
• Experience in IT governance, risk management, audit coordination, data privacy, and control assurance.
• Excellent stakeholder management, communication, and influencing skills.
• ITIL certification preferred; certifications such as COBIT, ISO 27001, PMP, Lean Six Sigma, ServiceNow, or risk/privacy management are advantageous

Our Offer to You

• 1.5-month contractual bonus
• Medical and Dental benefit (including spouse and children)
• Life Insurance Plan

About Mettler Toledo

METTLER TOLEDO is a global leader in precision instruments and services. We are renowned for innovation and quality across laboratory, process analytics, industrial, product inspection, and retailing applications. Our sales and service network is one of the most extensive in the industry. Our products are sold in more than 140 countries, and we have a direct presence in approximately 40 countries. For more information, please visit www.mt.com.

Equal Opportunity Employment

We are an equal opportunity employer and value diversity at our company. We give consideration for employment without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, or any other protected classification. You can find more details in our Equal Employment Opportunity Policy.