ITSM & ServiceNow Lead

APAR TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 100,000 - 150,000; Full time

Job summary

A leading technology firm in Singapore seeks an ITSM Lead to oversee their ServiceNow implementation and ITIL governance. The ideal candidate will have over 8 years of experience in ITSM, proven skills in managing complex projects, and the ability to liaise effectively with diverse stakeholders.

Qualifications

• 8+ years in ITSM, focusing on strategy and improvements.
• Experience with ITIL processes and ServiceNow.
• Ability to manage complex situations and document processes.

Responsibilities

• Lead ITSM and ServiceNow implementation projects.
• Govern ITIL processes and ensure Client alignment.
• Drive SLA compliance and continuous improvement initiatives.

Skills

Communication

Stakeholder Management

Cross-cultural Collaboration

Process Translation

Tools

JIRA

Confluence

MS Project

Job description

Key responsibilities

• Lead the end-to-end ITSM and ServiceNow implementation project.
• Govern and oversee ITIL-based processes and ensure alignment with customer expectations.
• Manage the ITSM process team and ServiceNow developers, acting as the engagement lead.
• Ensure CMDB governance and alignment with SACM and CSDM frameworks.
• Drive continual improvement initiatives and SLA/KPI compliance.
• Act as the primary point of contact for client escalations and strategic discussions.
• Conduct client workshops, service reviews, and training sessions.
• Prepare and present reports, dashboards, and operational reviews to stakeholders.
• Collaborate with PMO, tower leads, and global delivery managers to ensure project success.
• Promote a culture of continuous improvement and operational excellence.

Must have skills

• 8+ years of experience in ITSM area that include supporting the customers in Strategy, Consulting Operations and Improvements
• Proven experience in implementing and governing ITIL processes - Incident, Problem, Change, Request, Service Level, Asset, Configuration Management, etc.
• Should have good functional knowledge and understanding on Servicenow platform mainly ITSM & ITOM modules
• Excellent communication, stakeholder management, and cross-cultural collaboration skills.
• Ability to translate business requirements into process and technical solutions.
• Experience in managing global delivery teams and vendor coordination.
• Proficiency in creating client documentation, reports, and presentations.
• Manage Complex situations

Good to have skills

• Experience of leading ServiceNow implementations, especially ITSM and ITOM modules
• ITIL Intermediate or Expert Certification.
• ServiceNow CSA certified
• Experience with tools like JIRA, Confluence, MS Project.

EA Number: 11C4879