IT Service Management Specialist

Hyva; Kuala Lumpur; Hybrid; MYR 150,000 - 200,000; Full time

Job summary

A leading provider of transport solutions is seeking an IT Service Management Specialist to join their newly established Regional Hub in Kuala Lumpur. The role involves setting up ITSM processes from scratch, managing incidents and problems, and contributing to continued service improvement. Ideal candidates will possess strong analytical and problem-solving skills, along with ITIL certification and a background in IT service management.

Benefits

Competitive salary adjusted annually

Hybrid working environment

Company activities throughout the year

Great Place to Work certified

Qualifications

• 3 – 5 years of experience in IT Service Management including CMDB, Incident Management & Problem Management.
• ITIL certified (ITIL v4 foundation).
• Experience setting up ITSM processes and frameworks from scratch.

Responsibilities

• Oversee and manage the change process, ensuring compliance with policies.
• Design, implement, and maintain the Configuration Management Database.
• Monitor and manage IT incidents for timely responses.

Skills

Analytical skills

Problem-solving

Communication

Interpersonal skills

Education

Bachelor's Degree in Computer Science

Job description

Hyva Group is a leading global provider of innovative and highly efficient transport solutions for the commercial vehicle and environmental service industries. The company is committed to the development, production, marketing and distribution of components used in hydraulic loading and unloading systems on trucks and trailers. Its products are used worldwide across a range of sectors including transport, construction, mining, materials handling and environmental services providers.

Founded in 1979, the company is headquartered in Alphen aan den Rijn in The Netherlands and operates in more than 110 countries with over 3,500 employees around the world. The Hyva Group encompasses more than 30 subsidiaries globally, with an extraordinary sales and service coverage and 14 production facilities in Brazil, China, Germany, India, and Italy, with more than 20,000 customers.

About The Role

As an IT Service Management Specialist in our brand new Regional Hub / Shared Services Centre (SSC) in Mid Valley City, Kuala Lumpur, you will have the opportunity to play a role in all aspects of IT service management, with a focus on Configuration Management Database (CMDB), Incident Management, Problem Management, and Change Management. You will work closely with team members to ensure the effective and efficient delivery of IT services, while also supporting continual service improvement (CSI).

ThisroleoffersauniqueopportunitytobepartofanewlyestablishedSharedServicesCentre,whereyouwillhelpbuildITservicemanagementprocessesFROMSCRATCH.You’llbeinstrumentalinshapingthefoundationanddrivingserviceexcellencefromthegroundup.

Your key responsibilities will include but not limited to:

• PioneerExperience:TakealeadroleinestablishingandformalizingITSMprocessesfromthegroundup,contributingtothedesignandimplementationofbestpracticesaspartoftheSSC’sinitialsetup
• Change Management: Oversee and manage the change process to ensure that changes are made efficiently, with minimal disruption, and in compliance with established policies
• CMDB Management: Design, implement, and maintain the Configuration Management Database to ensure the accuracy and integrity of configuration items (CIs)
• Incident Management: Monitor and manage IT incidents to ensure timely response and resolution, minimizing the impact on business operations
• Problem Management: Identify and analyse root causes of issues, coordinate resolution efforts, and implement preventive measures to reduce future incidents
• Service Introduction and Continual Service Improvement (CSI): Contribute to the introduction of new services and drive ongoing improvements to enhance service quality and efficiency
• SSC Setup Experience: Utilize your experience in setting up ITSM processes within a Shared Services Centre (SSC) to build and refine ITSM practices and frameworks

In this role you will be collaborating with various stakeholders across the business including our Global functions teams in Netherlands & other parts of the world.

Our Regional Hub supports a hybrid working approach. You will be supporting markets in multiple time zones and some flexibility around working hours will be needed. (Standby during out of office hour might be needed)

You will be joining a newly formed Shared Services Centre team, with opportunities to grow, within IT Service or wider IT functions.

About You

To be successful in this role you will have:

• DemonstratedexperienceinsettingupITSMprocessesandframeworksFROMSCRATCH,ideallywithinaSharedServices/regionalhub/similarstartupenvironment
• Prior experience in CHANGE MANAGEMENT is a must
• 3 – 5 years of proven experience in IT Service Management, including CMDB, Incident Management & Problem Management
• ITIL certified (at least ITIL v4 foundation)
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work effectively in a startup environment

Nice To Have

• Experience with Service Introduction and Continual Service Improvement (CSI) is a plus
• Capability to read, write or speak in Mandarin Chinese would be highly desirable

Language

• Good written and spoken English is essential

Qualification / Education

• Diploma / Bachelor's Degree in Computer Science / Information Technology or any other disciplines

What We Offer

• We care about ecology and are truly sustainable. Not only for the environment but also for social resources.
• We have a highly dynamic and very international work environment.
• We have Great Place to Work certified countries!
• We provide a competitive salary which is adjusted on an annual basis in case of good performance.
• We work hybrid and care about your work-life balance.
• You will find nice extras such as various company activities during the year.

Diversity, Equity & Inclusion (DEI)

We welcome everyone regardless of origin, gender, age, sexual orientation, philosophical or political conviction, disability etc.

Apply for this job

*

indicates a required field

First Name *

Last Name *

Preferred First Name

Email *

Phone *

Location (City) *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn Profile

How did you hear about this job? *

Are you able to speak & write in Mandarin Chinese? *