IT Service Management Manager, APAC

Tik Tok; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A leading company in the tech industry seeks a professional for an IT Service Management role. You will drive ITSM process maturity, manage the ITSM platform, and lead service improvement initiatives. The ideal candidate should possess strong leadership and analytical skills with relevant IT experience.

Qualifications

• At least 2+ years of experience in IT Service Management.
• Hands-on experience with ITSM tools.
• Proven ability to lead support teams.

Responsibilities

• Own and drive the maturity of ITSM processes.
• Manage and enhance the ITSM platform.
• Lead vendor selection and relationship management.

Skills

Analytical skills

Communication

Stakeholder engagement

Education

Bachelor's degree in Information Technology

Bachelor's degree in Computer Science

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

Responsibilities

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

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