ITSM Process Lead: ServiceNow & Compliance

Maybank; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Maybank is seeking a senior ITSM leader to drive alignment of local ITSM processes with group standards and to lead ServiceNow ITSM delivery. You will enable stakeholder adoption to enhance regulatory compliance and operational effectiveness.

You will map, design and optimize Incident, Problem, Change, Request, Knowledge, and SLA processes, translating business requirements into ServiceNow configurations and workflows. Experience with MAS TRM compliance and change management is essential.

Qualifications

• 7+ years in ITSM processes and ServiceNow delivery.
• Strong knowledge of Incident, Problem, Change, Request, and SLA Management.
• Experience mapping processes to target operating models.
• UAT planning and post-implementation support.
• Experience with regulatory requirements (MAS TRM) is a plus.

Responsibilities

• Act as primary contact for ITSM processes and ServiceNow delivery.
• Map and align local ITSM processes to the Group target operating model.
• Translate requirements into ServiceNow workflows, SLAs, approvals.
• Drive re-engineering, standardization and continuous improvement with compliance.
• Lead stakeholder engagement, change enablement, and training.
• Establish and monitor ITSM KPIs and service performance.
• Coordinate UAT, cutover, hypercare and post-implementation enhancements.

Skills

ITSM process analysis

ServiceNow ITSM

Incident management

Problem management

Change management

UAT

KPI reporting

Stakeholder engagement

Training

Education

Bachelor's degree in IT / Business

Tools

ServiceNow

ITIL v4 (certified preferred)

Job description

Maybank is seeking a senior ITSM leader to drive alignment of local ITSM processes with group standards and to lead ServiceNow ITSM delivery. You will enable stakeholder adoption to enhance regulatory compliance and operational effectiveness.

You will map, design and optimize Incident, Problem, Change, Request, Knowledge, and SLA processes, translating business requirements into ServiceNow configurations and workflows. Experience with MAS TRM compliance and change management is essential.