Senior ITSM Leader — ServiceNow & IT Operations

FWD Group Management Holdings Limited

Kuala Lumpur

On-site

MYR 180,000 - 240,000

Full time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

FWD TIM Malaysia is seeking a seasoned ITSM and ServiceNow specialist to lead regional ITSM delivery. You will define strategy, oversee incidents, and collaborate with global teams to standardise ITSM processes across the group.

The role requires a minimum of 10 years in ITSM, ITIL v3, ServiceNow implementation, and strong communication in English (Cantonese a plus). PMP is an advantage; you will mentor staff and drive service performance.

Qualifications

Minimum 10 years of related working experience in IT Service Management and ServiceNow ITSM.
Degree from Information Technology or equivalent discipline.
ITIL v3 practitioner qualifications is a must.
Experience with ServiceNow ITSM implementation is a must.
PMP certification is an added advantage.
Demonstrated effective communication in a multinational corporation with good personality and people skills.
Excellent written and spoken English; Cantonese is optional.

Responsibilities

Provide expertise on technical questions related to the development of ServiceNow ITSM for FWD group of companies.
Provide guidance and support on ITSM processes for FWD group of companies in the region.
Lead the team and vendor to develop technical solutions for ServiceNow ITSM.
Understand business requirements and standardise ITSM processes in the design of ServiceNow ITSM.
Oversee large-scale implementation of ITSM and rollout ITSM processes in the region.
Ensure services are delivered per SLAs and KPIs, monitor progress and address variances.
Perform other duties as assigned.