IT Service Management Manager, APAC

TikTok; Singapore; On-site; USD 60,000 - 100,000; Full time

Job summary

Join a dynamic team at a leading tech company where you will play a pivotal role in enhancing IT service management. As an ITSM Manager, you will oversee the IT Service Desk, ensuring high-quality support and driving continuous improvement through ITIL-aligned processes. This role offers the opportunity to collaborate with diverse teams, manage vendor relationships, and implement innovative solutions that enhance user experience. Embrace the challenge of a fast-paced environment where your contributions will directly impact operational efficiency and service delivery. If you are passionate about technology and service excellence, we invite you to be part of our inspiring journey.

Qualifications

• 2+ years of experience in IT Service Management and leadership.
• Hands-on experience with ITSM tools and vendor management.

Responsibilities

• Drive ITSM processes and manage the IT Service Desk team.
• Monitor service metrics and lead service improvement initiatives.

Skills

IT Service Management

ITIL Framework

Analytical Skills

Vendor Management

Communication Skills

Stakeholder Engagement

Education

Bachelor's degree in Information Technology

ITIL v4 certification

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

Responsibilities

Team Introduction: Our team is committed to using technology to provide employees with safe and reliable IT services, including network system services, security services, and computer software and hardware services. We focus on enhancing IT service user experience, operational efficiency, and building IT output capabilities for internal and external products through innovative technologies. We are seeking a dynamic and experienced IT Service Management (ITSM) Manager to lead and evolve our IT Service Management framework, oversee the IT Service Desk team, ensure high-quality end-user support, and drive continuous improvement through ITIL-aligned processes, automation, and user-centric service strategies. Experience in managing outsourced service providers and building strong vendor partnerships is essential.

Responsibilities:

1. Own and drive the maturity of ITSM processes including Incident, Request, Problem, Change, Knowledge, and Asset Management.
2. Manage and enhance the ITSM platform to support workflow efficiency, reporting, and automation.
3. Monitor and improve service metrics (SLA, CSAT, MTTR) to ensure high-quality service delivery.
4. Lead service improvement initiatives and root cause analysis for recurring issues.
5. Establish governance and ensure compliance with IT policies, processes, and knowledge documentation.
6. Champion ITIL best practices and conduct regular training sessions for internal teams.
7. Ensure timely resolution of incidents and requests across all support channels.
8. Develop and maintain a knowledge base and self-service portal to improve resolution times.
9. Collaborate with internal IT teams and business units to understand and address support needs.
10. Analyze ticket trends and lead initiatives to reduce ticket volume through self-service, automation, and problem management.
11. Manage third-party service providers and outsourced support teams, ensuring performance against contracts and SLAs.
12. Lead vendor selection, contract negotiations, onboarding, and relationship management.
13. Monitor and evaluate vendor performance through scorecards, review meetings, and continuous improvement initiatives.

Qualifications

Minimum Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• At least 2+ years of experience in IT Service Management and/or IT Service Desk leadership.
• Hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Management, Freshservice).
• Proven ability to lead support teams and manage high-volume, fast-paced service environments.
• Strong analytical, communication, and stakeholder engagement skills.
• Experience with service improvement planning and execution.
• Proven experience managing outsourced IT services and vendor relationships.

Preferred Qualifications:

• Strong knowledge of ITIL framework (ITIL v4 certification required).
• Familiarity with automation or AI technologies in IT support (e.g., virtual agents, ticket categorization, RPA).
• Experience supporting remote and hybrid work environments.
• Understanding of IT asset management (ITAM) practices.
• Project management skills or certifications (e.g., PMP, Agile) are a plus.

Job Information

About TikTok

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. Our global headquarters are in Los Angeles and Singapore, with offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product helps people express themselves, discover, and connect. Our diverse teams create value and inspire joy. We work with curiosity, humility, and a desire to impact in a rapidly growing tech company. Challenges are opportunities to learn and innovate. We embrace resilience and challenge as part of growth. Join us to create and grow together, as possibilities are endless.

Diversity & Inclusion

TikTok is committed to creating an inclusive environment where employees are valued for their skills, experiences, and perspectives. Our platform and workplace connect people globally. We celebrate diversity and aim to reflect the communities we serve. We are passionate about fostering this environment and hope you are too.