IT Service Governance & Operational Excellence Manager

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

IT Service Governance & Operational Excellence Manager

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.

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 (opens in new window).