Senior Manager, IT Service Management (ServiceNow implementation)

HFG Insurance Recruitment; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

HFG Insurance Recruitment is seeking a Senior Manager, IT Service Management to lead regional ITSM strategies and ServiceNow initiatives across multiple markets.

You will drive ITSM transformation, governance and automation, aligning with business objectives while leading a team of ITSM owners and ServiceNow specialists.

Qualifications

• Bachelor's Degree in Information Technology, Computer Science or a related discipline.
• Minimum of 10 years of IT Service Management experience in large enterprises or consulting.
• Strong experience in ServiceNow ITSM implementation, transformation and optimization.
• ITIL v3 Practitioner certification is mandatory.
• Proven track record leading regional ITSM transformation programs and governance initiatives.
• Solid understanding of ITSM frameworks, governance and operating models.
• Hands-on experience with ITSM automation, AI adoption or digital workflow transformation.

Responsibilities

• Define and execute the regional ITSM strategy, operating model and technology roadmap.
• Drive group-wide ITSM process transformation and standardisation across markets.
• Establish consistent ITSM processes, governance frameworks and service management practices.
• Lead initiatives to improve ITSM maturity, efficiency, service quality and business outcomes.
• Drive adoption of ITSM processes and ServiceNow capabilities across the organisation.
• Lead ServiceNow ITSM implementation, optimization and standardisation across regional markets.
• Lead AI-enabled ITSM transformation initiatives to improve service delivery and efficiency.
• Integrate ServiceNow with enterprise platforms (Microsoft 365, Copilot, Power Platform, Azure, AWS).
• Provide leadership during major incidents and regional escalations.
• Develop regional ITSM team and coach members; engage with senior stakeholders.

Skills

Leadership

Stakeholder management

Communication

Cross-cultural collaboration

Education

Bachelor's degree in Information Technology or Computer Science

Tools

ServiceNow

Microsoft 365

Power Platform

AWS

Job description

We are looking for an experienced Senior Manager, IT Service Management to lead regional ITSM process and ServiceNow capabilities across a multinational organisation.

This role will be responsible for driving enterprise-wide IT Service Management transformation, ServiceNow adoption, process standardisation, governance, automation and AI-enabled service management across multiple markets.

The successful candidate will lead a team of ITSM Process Owners and ServiceNow technical experts, working closely with technology, business and regional stakeholders to improve service quality, operational efficiency and overall IT service experience.

Key Responsibilities

• Define and execute the regional ITSM strategy, operating model and technology roadmap in alignment with business and technology objectives.
• Drive Group-wide ITSM process transformation and standardisation across multiple markets.
• Establish consistent ITSM processes, governance frameworks, operating models and service management practices across the organisation.
• Lead initiatives to improve ITSM process maturity, efficiency, service quality and measurable business outcomes.
• Drive adoption and continuous improvement of ITSM processes and ServiceNow capabilities across the organisation.

ServiceNow & Technology Enablement

• Lead the implementation, optimisation and standardisation of ServiceNow ITSM across regional markets.
• Drive effective utilisation of ServiceNow workflows, automation, reporting and service management capabilities.
• Partner with technical teams to ensure ServiceNow solutions support business and operational requirements.
• Establish appropriate governance, controls, standards and best practices for ServiceNow usage across the organisation.

AI, Automation & Digital Transformation

• Lead AI-enabled ITSM transformation initiatives to improve service delivery and operational efficiency.
• Integrate ServiceNow with enterprise platforms such as Microsoft 365, Microsoft Copilot/Copilot Studio, Power Platform, Azure, AWS and other collaboration and automation technologies.
• Identify opportunities to automate manual ITSM processes and improve workflow efficiency.
• Leverage AI and automation to achieve measurable improvements such as:
• Reduced manual effort
• Faster incident and request resolution
• Improved request accuracy
• Enhanced knowledge reuse
• Proactive service monitoring and insights
• Improved overall employee and business user experience
• Act as a senior escalation point for critical or regional ITSM incidents, service requests and crisis situations.
• Work closely with technology and business stakeholders to resolve complex or high-impact service management issues.
• Provide leadership and direction during major incidents and regional ITSM-related escalations.
• Ensure appropriate processes and controls are in place to support effective incident, request and service management.

Leadership & Stakeholder Management

• Lead and develop a regional team of ITSM Process Owners and ServiceNow technical specialists.
• Provide strategic direction, coaching and performance management to the ITSM team.
• Collaborate with regional and country technology teams to drive alignment and adoption.
• Engage effectively with senior business and technology stakeholders across multiple markets.
• Promote a strong service-oriented culture and continuous improvement mindset.

Key Performance Indicators

Success in this role will be measured by:

• Successful adoption and maturity of ITSM processes and ServiceNow capabilities across the organisation.
• Consistent implementation of standardised ITSM processes, tools and governance across multiple markets.
• Improved ITSM process effectiveness, efficiency and service quality.
• Successful delivery of regional Service Management transformation initiatives.
• Measurable benefits from AI, automation and digital workflow transformation.
• Reduction in manual processes and improvement in incident/request resolution efficiency.
• Improved knowledge management, service insights and user experience.
• Effective governance, compliance and adherence to established ITSM standards and procedures.

Requirements

• Bachelor's Degree in Information Technology, Computer Science or a related discipline.
• Minimum 10 years of relevant experience in IT Service Management, preferably within a large enterprise, financial institution, shared services environment or technology consulting organisation.
• Strong and proven experience in ServiceNow ITSM implementation, transformation and optimisation is mandatory.
• ITIL v3 Practitioner certification is mandatory.
• Demonstrated experience leading regional or multi-market ITSM transformation programmes, ServiceNow rollouts, process standardisation and governance initiatives.
• Strong understanding of ITSM frameworks, processes, governance and service management operating models.
• Hands-on experience driving ITSM automation, AI adoption or digital workflow transformation.
• Experience with one or more of the following technologies/platforms is highly desirable:
• ServiceNow
• Microsoft 365
• Microsoft Power Platform
• AWS
• Enterprise automation and collaboration platforms
• Experience working across multiple countries, business units or markets within a multinational organisation.
• PMP certification is an added advantage.
• Strong leadership, stakeholder management and communication skills.
• Excellent written and spoken English is required.
• Cantonese language capability is an advantage but not mandatory.
• Strong interpersonal skills with the ability to influence senior stakeholders and work effectively across cultures and geographies.