Support Manager – ITSM & Digital Workplace (EUC)

PARK AND PARTNERS CONSULTANCY PTE. LTD.; Petaling Jaya; Remote; MYR 240,000 - 360,000; Full time

Job summary

PARK AND PARTNERS CONSULTANCY PTE. LTD. seeks a senior Support Manager – ITSM & Digital Workplace (EUC) to shape an enterprise ITSM and EUC strategy. This leadership role drives the operating model, governance, and a product-centric, automated service experience across ITSM and EUC platforms.

You will lead transformation efforts, collaborate with HR/Finance/Security, and oversee vendors to deliver improved employee experiences and resilient services.

Qualifications

• Extensive experience leading ITSM, EUC/digital workplace or enterprise IT operations in large environments.
• Proven ability to establish or transform an ITSM operating model and governance.
• Deep knowledge of ITIL practices including Incident, Problem, Change, Request, Knowledge, CMDB and Service Transition.
• Strong experience with enterprise ITSM platforms like ServiceNow or equivalents.
• Solid understanding of EUC technologies, Google Workspace, endpoint management and collaboration tools.
• Exposure to IAM and enterprise security platforms is advantageous.

Responsibilities

• Define and execute the enterprise EUC and ITSM strategy with a multi-year transformation roadmap.
• Lead governance, standards and the ITSM operating model; drive an experience-led, product-centric organisation.
• Champion automation, AIOps, self-service and digital workplace innovation.
• Own ITSM framework including Incident, Problem, Change, Request, Knowledge, CMDB and Service Transition.
• Manage vendor relationships, budgets and value realization across EUC and ITSM investments.

Skills

ITSM

ITIL

Leadership

Vendor management

Automation

AIOps

ServiceNow

Google Workspace

Intune

JAMF

Tools

ServiceNow

Google Workspace

Intune

JAMF

Job description

Location: Petaling Jaya, Malaysia | IT Service Management | Digital Workplace

About the Opportunity

We are seeking an experienced Support Manager – ITSM & Digital Workplace (EUC) to lead and shape an enterprise-wide IT service management and digital workplace strategy.

This is a senior leadership position with responsibility for the organisation's ITSM operating model, EUC platforms, digital employee experience, service transformation and strategic vendor ecosystem.

The successful candidate will drive the evolution from traditional technology operations towards a more product-centric, automated and experience-led IT service model.

Key Responsibilities

ITSM Strategy & Transformation

• Define and execute the enterprise EUC and ITSM strategy and multi-year transformation roadmap.
• Act as the senior ITSM functional lead, establishing governance, standards and the ITSM operating model.
• Drive transformation towards an experience-led and product-centric IT organisation.
• Champion automation, AIOps, self-service and digital workplace innovation.

IT Service Management

• Own the end-to-end ITSM framework across Incident, Problem, Change, Request, Knowledge, CMDB and Service Transition.
• Establish and continuously improve enterprise ITSM governance, processes and service standards.
• Own the strategy, optimisation and adoption of ServiceNow or equivalent ITSM platforms.
• Drive ITIL maturity, service integration and cross-tower service orchestration.
• Develop service-performance dashboards covering SLAs, XLAs and employee-experience metrics.

EUC & Digital Workplace

• Lead the modernisation of enterprise End User Computing (EUC) and digital workplace capabilities.
• Own platforms and services across Google Workspace, endpoints, devices and collaboration tools.
• Drive device lifecycle strategy, Digital Employee Experience (DEX) and hybrid workplace enablement.
• Ensure effective integration with technologies such as IAM, Security, Slack, JAMF and Intune.
• Maintain strong endpoint security, compliance, resilience and operational performance.

Service Experience & Operations

• Drive the transition from a traditional SLA-driven model towards an experience-led/XLA service model.
• Improve employee onboarding, service responsiveness and workplace productivity.
• Reduce recurring incidents and continuously improve service quality at scale.
• Ensure effective service performance and operational governance across the technology environment.

Vendor & Financial Management

• Own strategic relationships with EUC and ITSM managed-service providers and technology vendors.
• Establish vendor operating models, governance and performance-management frameworks.
• Drive SLA compliance, cost optimisation and outcome-based vendor performance.
• Manage budgets and ensure value realisation across EUC and ITSM investments.

Leadership & Stakeholder Management

• Partner closely with HR, Finance, Security and Business teams to deliver an effective employee technology experience.
• Act as a key point of accountability for enterprise IT service experience.
• Build and lead high-performing EUC and ITSM teams.
• Develop future capabilities across AIOps, automation, service design and experience management.

Requirements

• Significant experience leading IT Service Management, EUC/Digital Workplace or Enterprise IT Operations within a large-scale environment.
• Strong experience establishing or transforming an enterprise ITSM operating model and governance framework.
• Deep knowledge of ITIL practices, including Incident, Problem, Change, Request, Knowledge, CMDB and Service Transition.
• Strong experience with ServiceNow or comparable enterprise ITSM platforms.
• Good understanding of modern EUC and Digital Workplace technologies, including Google Workspace, endpoint/device management and collaboration platforms.
• Exposure to technologies such as Intune, JAMF, IAM and enterprise security platforms would be advantageous.
• Experience driving ITSM automation, self-service, AIOps and service transformation initiatives.
• Strong understanding of SLAs, XLAs, DEX and service-performance management.
• Proven experience managing large-scale managed services, strategic vendors and service providers.
• Experience in budgeting, cost optimisation and technology-service value management.
• Strong senior stakeholder-management and leadership capability.
• Able to work across Technology, Security, HR, Finance and business functions to drive enterprise-wide change.