NGO - IT Service Management Lead

Payment Network Malaysia; Malaysia; On-site; MYR 120,000 - 190,000; Full time

Job summary

Payment Network Malaysia is seeking an experienced IT Service Management lead to own and continuously improve core ITSM processes across incidents, problems, changes, configuration, and service requests. You will coordinate major incident responses, drive timely communication, and chair the Change Advisory Board to assess readiness and risks.

You will also convert service data into actionable insights, ensuring accountability for SLAs and operational outcomes across Nexus operations with vendors

Qualifications

• 8+ years of IT service management experience with hands-on ownership of ITIL practices.
• Experience across major incident, problem, change, configuration and service-level management.
• Ability to operate in high-availability production environments with structured incident responses.
• Ability to challenge vendors with SLA evidence and operational-readiness data.

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

ITIL practices

Major incident management

Problem management

Change management

Configuration management

SLA management

Stakeholder communication

IT governance

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

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, mobilise 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: prioritise 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