IT Service Management Team Leader

enablesGROUP; Kuala Lumpur; On-site; MYR 90,000 - 120,000; Full time

Job summary

A leading technology organization is seeking an ITSM Team Leader to oversee IT service delivery across the JPAC region, including Malaysia. This role involves leading a team of support engineers, managing ITIL processes, and ensuring high-quality service to meet business expectations. The ideal candidate must have 5+ years in IT service management, strong leadership skills, and proficiency in IT tools like Microsoft 365 and Azure. Familiarity with multiple Asian languages is a plus. Join us in driving service improvements and achieving operational excellence.

Qualifications

• 5+ years in IT Service Management or IT Operations, with at least 2 years in a supervisory role.
• Strong understanding of ITIL processes and frameworks.
• Experience managing IT support teams across multiple locations.

Responsibilities

• Lead and develop a team of 2 support engineers.
• Ensure high-quality service delivery.
• Monitor SLA/KPI performance for the JPAC region.

Skills

IT Service Management

Team Leadership

Communication Skills

Stakeholder Management

Problem Solving

ITIL Processes

Tools

Microsoft 365

Azure

Job description

The ITSM Team Leader will provide leadership and oversight for IT service delivery across the JPAC region, ensuring high‑quality support and alignment with global IT Service Management processes. This role is responsible for managing a team of support engineers, coordinating with global IT leadership, and engaging with business stakeholders to understand requirements, drive service improvements, and ensure business satisfaction.

Key Responsibilities

• Lead, mentor, and develop a team of 2 support engineers across JPAC.
• Allocate workload, set priorities, and ensure high-quality service delivery.
• Conduct regular 1:1s, performance reviews, and identify training needs.
• Ensure adherence to ITIL‑aligned processes (incident, request, problem, and change management).
• Monitor and report on SLA/KPI performance for the JPAC region.
• Manage escalated incidents, acting as the regional escalation point for high‑priority issues.
• Proactively identify service issues and drive continuous improvement initiatives.
• Act as the primary IT service contact for regional business stakeholders.
• Gather business requirements and ensure services meet agreed expectations.
• Escalate issues and risks to the UK Service Management Lead.
• Oversee IT services for all JPAC sites (including Malaysia, Japan, Singapore, and other locations as required).
• Ensure consistent application of IT policies, standards, and governance across the region.
• Support global IT projects and initiatives, providing local coordination and feedback.
• Participate in service improvement projects including automation, self‑service, and process optimisation.
• Oversee regional IT vendor performance.
• Provide service performance reports to UK IT Service Management.
• Ensure compliance with security, audit, and regulatory requirements in the region.
• Support preparation for IT audits and certifications (e.g., ISO 27001, regional data protection regulations, and other relevant global standards).

Qualifications

• 5+ years in IT Service Management or IT Operations, with at least 2 years in a team leader or supervisory role.
• Strong understanding of ITIL processes and frameworks.
• Experience managing IT support teams across multiple locations.
• Excellent communication and stakeholder management skills.
• Ability to manage competing priorities in a fast‑paced environment.
• Familiarity with Microsoft 365, Azure, and enterprise IT systems.
• Fluency in English; additional Asian languages (e.g., Malay, Japanese, Mandarin) desirable.

Personal Attributes

• Strong leadership and people management skills.
• Customer‑focused, with the ability to balance business needs and IT standards.
• Analytical and problem‑solving mindset.
• Culturally aware, adaptable to working across diverse geographies.
• Self‑motivated and able to work with limited supervision.