Senior Executive, IT Service Management & Governance

Raya Airways Sdn Bhd; Cyberjaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Raya Airways Sdn Bhd is seeking a Senior Executive, IT Service Management & Governance to oversee end-to-end IT service performance, vendor governance, asset management, and operational risk across our sites. You will drive SLA adherence, collaborate with stakeholders, and ensure dependable multi-site IT service delivery.

The role requires a Diploma or Bachelor’s in IT/CS/IS, with 5+ years in IT service management, governance, and vendor oversight.

Qualifications

• Diploma or Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or related.
• Minimum of 5 years of IT experience, preferably in service management, operations, governance and vendor management.
• Proven experience in end-to-end IT services, SLA/KPI monitoring, and external provider oversight.
• Strong IT governance, risk controls and audit knowledge; business continuity and DR readiness beneficial.
• ITIL or equivalent certification preferred.

Responsibilities

• Oversee end-to-end IT service performance across multiple company locations.
• Govern vendor relationships, monitor SLA performance and manage service reviews.
• Oversee IT asset lifecycle, licensing and cost management.
• Maintain IT governance, controls, standards and SOPs for compliant operations.
• Lead readiness for IT continuity, incident response and post-incident reviews.
• Develop management information on IT service performance, costs and risk for leadership.

Skills

IT service management

Vendor management

IT governance

Risk & audit

Cost management

Education

Diploma or Bachelor’s Degree in IT/CS/IS/Business IT

Tools

ITIL

ITSM tools

Job description

Senior Executive, IT Service Management & Governance

We are seeking a Senior Executive, IT Service Management & Governance to oversee end-to-end IT service performance, vendor governance, asset management, and operational risk across our company locations. In this high-visibility position, you will drive vendor SLA performance, collaborate with key stakeholders, and ensure dependable, multi-site IT service delivery.

Key Responsibilities

IT Service Management

Provide effective service support, escalation and service management practices across Company locations.

Manage, monitor, and ensure IT service performance including, service levels, availability, incidents, user support, and escalation practices across company locations.

Analyze service trends and recurring issues to recommend improvements to service quality, user experience, and service management practices.

Manage and assess vendor and service provider performance against agreed SLAs, KPIs, and contractual expectations to resolve service gaps and recurring issues.

Provide input to service reviews, renewals, and vendor performance decisions.

IT Asset & Operational Cost Management

Oversee IT asset lifecycle, licensing, and operational technology commitments to improve asset utilization, cost efficiency, and value from IT resources.

Monitor IT operating expenditure, forecast requirements, and highlight significant variances or emerging costs.

Maintain IT governance, controls, standards, SOPs, and procedures to ensure consistent and compliant IT operations.

Assess IT operational risks, control gaps, audit matters, and compliance requirements to recommend appropriate actions, monitor agreed remediation, and escalat[?] significant governance or risk matters to the Head of Department.

IT Continuity & Operational Readiness

Maintain readiness of critical IT services, continuity arrangements, and recovery capabilities, ensuring supportability requirements are addressed for new or changed technology services.

Assess recovery requirements, service dependencies, and service provider commitments to identify and resolve readiness gaps.

Lead the operational response to major IT disruptions, coordinating cross-functional teams and service providers to ensure rapid service restoration and effective stakeholder communication.

Conduct post-incident reviews and identify root causes and drive corrective and preventive actions.

IT Performance & Management Reporting

Develop and maintain comprehensive management information covering IT service performance, vendor management, asset tracking, costs, risk management, and business continuity.

Analyze performance gaps and operational risks to deliver timely reporting and actionable recommendations to the Head of Department for strategic planning and decision-making.

Enhance IT service delivery and user support practices to ensure consistent IT service management frameworks across all locations.

Identify and execute process optimization projects to enhance service quality, operational efficiency, and resource utilization.

Requirements

Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, Business Information Technology, or a related discipline.

Minimum of 5 years of relevant IT experience, preferably covering IT service management, IT operations, vendor management, and IT governance.

Proven experience in managing end-to-end IT services, monitoring SLA performance, overseeing external technology providers, managing incident and problem as well as operational reporting processes.

Strong foundation in IT governance, risk controls and audit procedures, paired with practical knowledge of business continuity, disaster recovery readiness, and IT asset or cost management.

ITIL or equivalent IT service management certification is preferred.

Experience working in a multi-site or 24/7 operating environment will be an advantage, and willing to provide standby support as necessary.

Questions

• What's your expected monthly basic salary?
• How many years' experience do you have as an Information Technology Executive?
• Which of the following types of qualifications do you have?

We are a globally renowned cargo airline in Asia with products and services ranging from Scheduled Flights, Charters, Warehousing, Truck Flights, Ground Handling to Engineering such as Maintenance, Repair and Overhaul services.

We are a globally renowned cargo airline in Asia with products and services ranging from Scheduled Flights, Charters, Warehousing, Truck Flights, Ground Handling to Engineering such as Maintenance, Repair and Overhaul services.