Manager- IT Service Management (ITSM)

CTOS Data Systems Sdn Bhd; Petaling Jaya; On-site; MYR 150,000 - 220,000; Full time

Job summary

A leading IT service management company in Petaling Jaya seeks a Manager for IT Service Management to oversee governance, design, and improvement of ITSM processes across hybrid infrastructure. The ideal candidate should have over 8 years of experience in ITSM and proven leadership skills in incident and change management. Certifications like ITIL, ServiceNow, and Jira Service Management will be a plus. This role includes extensive stakeholder engagement and operational excellence initiatives.

Benefits

Professional development opportunities

Competitive salary

Qualifications

• 8+ years in IT Service Management or Infrastructure roles.
• Proven leadership in ITSM processes for enterprise-scale organizations.
• Certifications from Microsoft, VMware, or AWS are advantageous.

Responsibilities

• Lead end-to-end governance of ITSM processes across hybrid infrastructure.
• Develop and implement ITSM frameworks and policies.
• Chair governance forums, providing data-driven recommendations.

Skills

IT Service Management

Leadership

Incident Management

Change Management

Knowledge Management

Education

Bachelor’s degree in Computer Science or related discipline

ITIL Intermediate certifications

Tools

ServiceNow

Jira Service Management

Job description

The Manager- IT Service Management owns end-to-end governance, design, and continuous improvement of ITSM processes across a hybrid infrastructure on-premise data centers, AWS cloud services, and integrated SaaS platforms. This role leads Incident, Change & Release, Knowledge, Asset, and Configuration Management, establishes governance frameworks (SOPs, policies, runbooks), and delivers real-time operational insights via ITSM tooling. As a senior liaison to business units and governance bodies (Change Advisory Board, Technology Committee, Risk & Compliance, Enterprise Architecture), this position drives service excellence, risk mitigation, and alignment of IT operations with business objectives.

Service Governance & Strategy

• Develop, implement, and mature ITSM frameworks, policies, SOPs, and governance documentation aligned to ITIL v4 best practices.
• Chair and participate in governance forums (CAB, Risk Management Committee, Technology Committee, Enterprise Architecture Committee), providing data-driven recommendations and risk assessments.
• Define service portfolios, SLAs/OLAs, and cost center controls; partner with FinOps to forecast budgets, manage cloud expenditure, and optimize software and subscription licenses.

Incident, Problem & Knowledge Management

• Establish robust frameworks and processes to orchestrate cross-functional war rooms, coordinate stakeholder communications, and conduct post-incident reviews (RCA and knowledge-base updates).
• Implement operational-troubleshooting strategies and best practices to identify root causes, deploy workarounds, and maintain a comprehensive Known Error Database.
• Govern knowledge management by ensuring playbooks, runbooks, and FAQs remain current, searchable (Confluence/SharePoint), and fully integrated into support workflows.

Change & Release Management

• Develop and maintain robust frameworks to govern the full RFC lifecycle, including request intake, impact analysis, risk assessment, scheduling, CAB coordination, and post-implementation review.
• Integrate Change processes with DevOps pipelines (CI/CD), enabling safe automation of releases while maintaining rigorous control.
• Enforce Emergency Change protocols with clear criteria, approvals, and rapid rollback mechanisms.
• Maintain CMDB integrity through automated discovery (ServiceNow, LANDesk, AWS Config, Opentext, etc) and reconciliation processes.
• Oversee IT Asset Management lifecycle: procurement, vendor tendering (RFX), contract negotiation, SLA monitoring, and end-of-life disposal.
• Evaluate and manage third-party service providers (infrastructure, networking, EUC), ensuring compliance with service-level commitments.

Operational Excellence & Monitoring

• Implement IT Operations Model with 24x7 coverage, integrated alerting (SNS, Grafana, PagerDuty, etc), and monitoring platforms (Nagios, Grafana, Datadog, Dynatrace).
• Design and deliver executive dashboards via ITSM tools and BI solutions, tracking KPIs such as MTTR, SLA compliance, system availability, and change success rates.
• Drive continuous improvement initiatives (automation, self-service portals, chatbots) to reduce manual effort and accelerate time to value.

Stakeholder Engagement & Reporting

• Act as principal point of contact for business units, translating technical metrics into business impacts and strategic roadmaps.
• Present regular performance reports, risk analyses, and improvement plans to senior leadership and finance partners.
• Facilitate training and awareness programs on ITSM processes and tools for company-wide.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related discipline.
• ITIL Intermediate certifications (Service Transition, Service Operation, CSI) highly desirable.
• Certifications in ServiceNow, Jira Service Management, and other leading ITSM platforms are a plus.
• Certifications from Microsoft, VMware, AWS, or other major technology providers are highly advantageous.

Work Experience

• 8+ years in IT Service Management, IT Operations, or Infrastructure roles within hybrid on-premise and cloud environments.
• Proven leadership in incident, change, release, asset, and knowledge management for enterprise-scale organizations.
• Hands-on experience with vendor management, RFx processes, and managing service-delivery contracts.
• Exposure to financial services or regulated industries preferred.
• Deep understanding of the ITIL service lifecycle and capability to tailor processes to business needs.
• Strong stakeholder and committee management skills, with the ability to influence decision-making forums (Change Advisory Board, Risk, Architecture, etc).
• Proficient in ITSM tooling (Service Desk, Jira Service Management, LANDesk, Freshservice), enterprise collaboration suites (O365, SharePoint, Confluence), and technology operations.
• Excellent analytical, communication, and leadership abilities to drive continuous improvement and operational resilience.
• Experience with project tracking and workflow tools such as Jira, VSTS, Trello, etc.
• Experience in purchasing, contracts, commercial engagement, project tender processes (RFP, RFQ, etc).
• Demonstrated leadership and the ability to provide advisory, guidance and coaching to team members on new approaches, products and technologies.
• Experience addressing audit, compliance, and security requirements to meet organization standards, especially in driving implementation and preventive measures.