Senior ITSM Leader: Design, Quality & CSI

EPF Malaysia

Petaling Jaya

On-site

MYR 180,000 - 300,000

Full time

4 days ago

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Job summary

EPF Malaysia is seeking a Lead, IT Service Management (Service Design, Quality & Improvement) to govern ITSM processes, design new services, and ensure continual service improvement. You will drive compliance with ITIL and ISO 20000, oversee audits, and coordinate with business units to align IT services with organizational objectives.

The role requires extensive experience in IT service management, strong leadership, and ability to work across multiple teams, ensuring excellent customer

Qualifications

Bachelor’s degree in Computer Science or equivalent recognized by the Government.
10–13 years in IT service environment within a complex organization.
ITIL v3/4 Foundation certification.
Familiar with ISO 9001 and ISO/IEC 20000-1 ITSM standards and ISO compliance.
Strong written and verbal communication in English and Malay.

Responsibilities

Lead IT Service Management governance and continual improvement.
Design, transition, operate IT services per ITIL and ISO standards.
Develop service quality standards, audits, and governance reporting.
Coordinate stakeholder engagement and service reviews with business units.
Manage Disaster Recovery exercises and cross-functional coordination.
Coach and develop the ITSM team and ensure regulatory compliance.

Skills

ITIL

Stakeholder mgmt

Communication

Leadership

Continuous improvement

Education

Bachelor's degree in Computer Science

Job description

The role requires extensive experience in IT service management, strong leadership, and ability to work across multiple teams, ensuring excellent customer

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