Senior Executive, IT Service Management & Governance

Raya Airways Sdn Bhd; Sepang; On-site; MYR 89,000 - 156,000; Full time

Job summary

Raya Airways Sdn Bhd seeks a Senior Executive to lead IT Service Management & Governance across multiple company locations. You will drive service performance, vendor governance, asset management, and cost control to ensure reliable IT service delivery.

The role requires a Diploma or Bachelor's Degree in IT, at least 5 years in IT service management or governance, and experience with end-to-end IT services and 24/7 operations. ITIL certification is preferred.

Qualifications

• Diploma or Bachelor's Degree in IT or related field.
• Minimum 5 years IT experience in service management, operations, governance.
• Experience managing end-to-end IT services and SLA performance.
• Knowledge of governance, risk controls, and audit procedures.
• ITIL or equivalent certification preferred.
• Experience in multi-site or 24/7 environments; standby support.

Responsibilities

• Oversee end-to-end IT service performance across locations.
• Govern vendor governance, SLAs, KPIs, and performance reviews.
• Manage IT asset lifecycle, licensing, and cost control.
• Maintain IT governance, controls, SOPs and procedures.
• Lead IT continuity and recovery planning and readiness.
• Develop management information and reporting for leadership.
• Drive process improvements for service quality and efficiency.

Skills

IT Service Management

Vendor management

Governance

Cost Management

Risk management

Business continuity

Education

Bachelor's or Diploma in IT

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 escalated 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.