Senior ITSM & ServiceNow Transformation Lead

HFG Insurance Recruitment; Kuala Lumpur; On-site; MYR 240,000 - 360,000; Full time

Job summary

HFG Insurance Recruitment is seeking an experienced Senior Manager, IT Service Management to lead regional ITSM, ServiceNow deployments, and automation initiatives across multiple markets.

You will drive enterprise-wide ITSM transformation, governance, and AI-enabled service management while guiding a team of ITSM Process Owners and ServiceNow specialists to improve service quality and efficiency.

Qualifications

• Bachelor's degree in IT/CS or related field.
• 10+ years in ITSM within large enterprise, financial institution or consulting.
• Strong Experience with ServiceNow ITSM implementation and transformation.
• ITIL v3 Practitioner certification mandatory.
• Leadership, governance and multi-market collaboration能力.
• Experience across ITSM tools, platforms, and automation technologies.

Responsibilities

• Define and execute the regional ITSM strategy, operating model and tech roadmap.
• Drive ITSM process transformation and standardisation across markets.
• Lead ITSM governance, process maturity and service quality improvements.
• Oversee ServiceNow adoption, workflows, reporting and automation.
• Lead regional ITSM Owners and ServiceNow experts and coordinate with stakeholders.

Skills

ITSM

ServiceNow

ITIL v3

PMP

Leadership

Stakeholder mgmt

English

Cantonese (adv.)

Education

Bachelor's Degree in IT/CS

Tools

Microsoft 365

Power Platform

AWS

Job description

HFG Insurance Recruitment is seeking an experienced Senior Manager, IT Service Management to lead regional ITSM, ServiceNow deployments, and automation initiatives across multiple markets.

You will drive enterprise-wide ITSM transformation, governance, and AI-enabled service management while guiding a team of ITSM Process Owners and ServiceNow specialists to improve service quality and efficiency.