ITSM Process Lead — ServiceNow & Process Optimization

MAYBANK SINGAPORE LIMITED; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

MAYBANK SINGAPORE LIMITED is seeking a seasoned IT Service Management professional to lead ITSM initiatives, align local processes with group standards, and drive ServiceNow ITSM delivery. You will enable stakeholder adoption and enhance regulatory compliance across IT operations.

Responsibilities include mapping ITSM processes, translating requirements into ServiceNow workflows and SLAs, and leading change enablement, training, and KPI reporting to elevate service delivery.

Qualifications

• Degree in Information Technology, Business, or a related discipline.
• 7+ years of IT Service Management process analysis, design and ServiceNow ITSM delivery.
• Strong expertise in Incident, Problem, Change, Request, and Service Level Management processes.
• Proficiency in ServiceNow ITSM configuration, UAT, and implementation support.
• Experience in change management, stakeholder engagement, and training to drive adoption.
• Ability to perform KPI reporting and lead continuous service improvement efforts.

Responsibilities

• Serve as the primary contact for ITSM process and platform matters to ensure clear communication and issue resolution.
• Map and align local ITSM processes to the Group's target operating model for consistency and efficiency.
• Translate business and operational requirements into ServiceNow workflows, SLAs, approval models, and configuration settings to support seamless ITSM operations.
• Drive process re-engineering, standardization, and continuous improvement initiatives while ensuring compliance with MAS TRM and local regulatory requirements.
• Lead stakeholder engagement, change enablement, training, and adoption initiatives across technology and business teams to maximize ITSM effectiveness.
• Establish and monitor ITSM KPIs, including service performance, SLA attainment, and operational effectiveness, to measure and improve service delivery.
• Coordinate User Acceptance Testing (UAT), cutover activities, hypercare support, and post-implementation enhancements to ensure smooth ITSM deployments.

Skills

ITSM processes

ServiceNow ITSM

Stakeholder engagement

KPI reporting

UAT coordination

Process re-engineering

Change management

SLA management

Education

Degree in Information Technology or Business

Tools

ServiceNow

Job description

MAYBANK SINGAPORE LIMITED is seeking a seasoned IT Service Management professional to lead ITSM initiatives, align local processes with group standards, and drive ServiceNow ITSM delivery. You will enable stakeholder adoption and enhance regulatory compliance across IT operations.

Responsibilities include mapping ITSM processes, translating requirements into ServiceNow workflows and SLAs, and leading change enablement, training, and KPI reporting to elevate service delivery.