Bilingual ITSM Change & Major Incident Lead

SCIENTE INTERNATIONAL PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

SCIENTE INTERNATIONAL PTE. LTD. is seeking an experienced ITSM Change & Major Incident Manager to drive Change Management governance, ensure process compliance, and lead continuous improvements across regional IT teams within a banking environment.

The role oversees Major Incident Management, coordinating resolver teams, incident communications, and post‑incident reviews to ensure timely service restoration and governance alignment.

Qualifications

• 8+ years of IT experience in IT Operations, Production Support, ITSM, or Governance.
• Strong hands-on experience in Change Management and Major Incident Management.
• Good knowledge of ITIL practices including Change, Incident, Problem, Release, and Continual Improvement.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or equivalent.
• Experience managing CAB, emergency/high-risk changes, risk assessment, and post-implementation reviews.
• Experience coordinating Major Incidents with stakeholder management and post-incident reviews.
• Ability to influence processes across teams without direct authority.
• Willingness to work 12:00 PM-9:00 PM SGT (early Europe business hours).

Responsibilities

• Own and enforce the Change Management process aligning with Group policies and ITSM standards.
• Govern CAB and change review forums with risk assessment, approvals, and scheduling.
• Monitor change quality, compliance, success/failure rates, and emergency changes.
• Strengthen governance for major, high-risk, and emergency changes.
• Act as Major Incident Manager coordinating resolver teams and communications.
• Ensure timely and meaningful communication during Major Incidents and critical changes.
• Lead Post-Incident and Post-Implementation Reviews and track actions.
• Produce management reports and KPIs for governance forums.
• Maintain audit evidence and remediation actions to closure.
• Deliver training and process awareness to regional IT teams.
• Support ITSM tooling improvements, automation, and standardization.

Skills

ITIL knowledge

Change Management

Major Incident Mgmt

CAB governance

Stakeholder management

Communication

12:00 PM-9:00 PM SGT

Tools

ServiceNow

BMC Remedy

Jira Service Management

Job description

SCIENTE INTERNATIONAL PTE. LTD. is seeking an experienced ITSM Change & Major Incident Manager to drive Change Management governance, ensure process compliance, and lead continuous improvements across regional IT teams within a banking environment.

The role oversees Major Incident Management, coordinating resolver teams, incident communications, and post‑incident reviews to ensure timely service restoration and governance alignment.