ITSM Lead: Incident, Change & Service Excellence

BrioHR Pte Ltd; Malaysia; On-site; MYR 120,000 - 240,000; Full time

Job summary

BrioHR Pte Ltd in Malaysia is seeking an ITSM Lead to own and continuously improve the core ITSM framework, including Incident, Problem, Change, Configuration and Service Request Management. You will coordinate major incident responses, drive clear communications, and lead post-incident reviews to strengthen operational resilience.

The role requires 8+ years in IT service management, deep ITIL knowledge, and experience with audits and governance.

Qualifications

• 8+ years in IT service management with hands-on ITIL practices.
• Experience leading incident, problem, change, configuration and service-level management.
• Proven ability to drive audits and compliance (ISO 20000/ COBIT).

Responsibilities

• Own design, operation and continuous improvement of ITSM processes.
• Coordinate major incident responses and post-incident reviews.
• Chair CAB and assess readiness of changes.
• Produce service performance reports linking SLA and incidents.
• Drive root-cause analysis and corrective actions.

Skills

ITIL 4 Expert

Major Incident Management

Change Management

Problem Management

Service Level Management

Stakeholder Communication

Education

Bachelor's degree in IT or related field

Tools

ITSM Tools

Job description

BrioHR Pte Ltd in Malaysia is seeking an ITSM Lead to own and continuously improve the core ITSM framework, including Incident, Problem, Change, Configuration and Service Request Management. You will coordinate major incident responses, drive clear communications, and lead post-incident reviews to strengthen operational resilience.

The role requires 8+ years in IT service management, deep ITIL knowledge, and experience with audits and governance.