NGO - IT Service Management Lead

PayNet (Payments Network Malaysia); Kampung Malaysia Tambahan; On-site; MYR 90,000 - 120,000; Full time

Job summary

PayNet Malaysia seeks an experienced ITSM leader to own and continually improve the ITSM framework for Incident, Problem, Change, Configuration and Service Request Management in a high-availability payments environment in Kuala Lumpur. You will coordinate major incidents and drive cross-functional collaboration with technology teams and external partners.

The role requires 8+ years in ITSM, hands-on ITIL practice delivery, and the ability to translate service data into actionable insights.

Qualifications

• 8+ years of experience in IT service management.
• Hands-on ownership of core ITIL practices including incident, problem, change, configuration and service-level management.
• Experience operating in high-availability production environments.
• Certification in ITIL 4 / COBIT / ISO 20000 / ISO 22301 is advantageous.

Responsibilities

• Own the design, operation and continuous improvement of core ITSM processes and supporting procedures.
• Coordinate major incident responses, drive timely stakeholder communication and lead post-incident reviews.
• Chair the Change Advisory Board, challenge change risks and determine whether operational readiness requirements have been met.
• Build service reporting that connects SLA performance, incident trends, problem records and change outcomes.
• Drive recurring service issues through root-cause analysis, corrective action and evidenced closure.
• Challenge technology providers on performance, service quality and readiness for Nexus operational transitions.

Skills

ITSM leadership

Major incident coordination

Change management

Service-level management

Incident management

Education

ITIL 4 certification

COBIT

ISO/IEC 20000

ISO 22301

Job description

• Shape the service-management foundations for Nexus Global Operator


• Build stable, predictable and auditable operations for high-availability payment services


• Influence how technology teams and service partners manage incidents, changes and operational risks


• Create service-management disciplines that can scale as platforms, participants and dependencies grow


• Work across technology, business and external partners to strengthen service resilience and trust

Why PayNet / Why Now

• Shape the service-management foundations for Nexus Global Operator


• Build stable, predictable and auditable operations for high-availability payment services


• Influence how technology teams and service partners manage incidents, changes and operational risks


• Create service-management disciplines that can scale as platforms, participants and dependencies grow


• Work across technology, business and external partners to strengthen service resilience and trust

TL;DR

• Own and continuously improve the ITSM framework across Incident, Problem, Change, Configuration and Service Request Management


• Lead major incident coordination, bringing teams together to restore services and communicate clearly


• Chair the Change Advisory Board and decide whether proposed changes are ready to proceed


• Turn service data into clear insights, priorities and improvement actions


• Hold internal teams and service providers accountable for agreed service levels and operational outcomes


• Build the processes, controls and evidence required for reliable and auditable Nexus operations

Why This Role Matters

• Protect service stability by ensuring operational risks, incidents and changes are managed consistently


• Give technology leaders a clear view of service performance, recurring issues and improvement priorities


• Reduce repeat incidents by connecting root-cause analysis with sustained corrective action


• Strengthen operational readiness across technology releases, service providers and ecosystem participants


• Balance delivery speed with the control and resilience expected of mission-critical payment infrastructure


• Establish auditable ITSM practices that support regulatory, governance and service-continuity expectations

What You Will Actually Do

• Own the design, operation and continuous improvement of core ITSM processes and supporting procedures


• Coordinate major incident responses, drive timely stakeholder communication and lead post-incident reviews


• Chair the Change Advisory Board, challenge change risks and determine whether operational readiness requirements have been met


• Build service reporting that connects SLA performance, incident trends, problem records and change outcomes


• Drive recurring service issues through root-cause analysis, corrective action and evidenced closure


• Challenge technology providers on performance, service quality and readiness for Nexus operational transitions

Examples of This Role in Practice

• A critical Nexus service becomes unavailable: establish command and control, mobilize the right teams and maintain clear communication until service is restored


• A recurring incident continues to affect service performance: initiate a problem record, challenge the root-cause analysis and drive permanent corrective action


• A high-risk production change is proposed before a critical operating period: assess the readiness evidence and decide whether the change should proceed, be deferred or require additional controls


• Monthly SLA reporting shows a service provider repeatedly missing its commitments: identify the underlying drivers and agree measurable recovery actions with the accountable owner


• A new participant or service provider is preparing to join the ecosystem: define the operational-readiness requirements and ensure support arrangements are tested before go-live


• Service data reveals avoidable manual effort and delays: prioritize automation or process improvements and measure whether they deliver better outcomes

What Will Help You Succeed

• Bring 8+ years of experience in IT service management, including hands‑on ownership of core ITIL practices


• Apply strong experience across major incident, problem, change, configuration and service‑level management


• Operate confidently in high-availability production environments where service failures require structured and decisive responses


• Challenge vendors and outsourced service providers using clear SLA, performance and operational‑readiness evidence


• Communicate effectively with technical teams, senior stakeholders and external partners during both routine operations and major incidents


• Strengthen your practice through ITIL 4, COBIT, ISO/IEC 20000 or ISO 22301 certification, with payments, banking or fintech experience an advantage