Senior Incident & Problem Process Manager

ADECCO PERSONNEL PTE LTD; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

ADECCO PERSONNEL PTE LTD in Singapore seeks an IT Operations Lead to govern Incident and Problem Management aligned with ITIL and global ITSM standards. You will drive improvements, ensure compliance, and oversee reporting and automation to raise service excellence.

You will collaborate with technology and business stakeholders across regions, provide training, and guide operational teams to adopt consistent processes and governance practices.

Qualifications

• Demonstrated experience in IT Operations, Production Support, ITSM, Service Governance, or related functions.
• Strong experience managing Incident, Problem, and Major Incident Management processes in enterprise environments.
• Good understanding of ITIL principles, especially Incident, Problem, Change Enablement, Service Continuity, and Continual Improvement.
• Experience with ITSM platforms such as ServiceNow, Remedy, Jira Service Management, or equivalent.

Responsibilities

• Lead Incident and Problem Management in line with ITSM standards.
• Drive process improvements, compliance, reporting, automation, and operational excellence.
• Oversee major incident governance, escalation, post-incident reviews, and corrective actions.
• Ensure effective root cause analysis, problem resolution, and prevention of recurring incidents.
• Monitor and report on service metrics, trends, risks, and improvement opportunities.
• Partner with technology and business stakeholders across regions to promote consistent process adoption.
• Deliver process guidance, training and governance support to operational teams.
• Contribute to ITSM tool enhancements, workflow optimization, and service management maturity.

Skills

Incident Management

Problem Management

Major Incident Management

IT Operations

ITSM

Process Governance

Automation

Stakeholder Collaboration

Education

ITIL Certification

Tools

ServiceNow

Remedy

Jira Service Management

Job description

Role & Responsibilities

• Lead and govern Incident and Problem Management processes in alignment with global ITSM (Information Technology Service Management) standards.
• Drive process improvements, compliance, reporting, automation, and operational excellence initiatives.
• Oversee major incident governance, escalation management, post-incident reviews, and corrective actions.
• Ensure effective root cause analysis, problem resolution, and prevention of recurring incidents.
• Monitor and report on key service metrics, trends, risks, and improvement opportunities.
• Partner with technology and business stakeholders across regions to promote consistent process adoption.
• Deliver process guidance, training, and governance support to operational teams.
• Contribute to ITSM tool enhancements, workflow optimization, and service management maturity.

Requirements

• Demonstrated experience in IT Operations, Production Support, IT Service Management, Service Governance, or related functions.
• Strong experience managing Incident, Problem, and Major Incident Management processes within enterprise environments.
• Good understanding of ITIL principles, particularly Incident Management, Problem Management, Change Enablement, Service Continuity, and Continual Improvement.
• Experience with ITSM platforms such as ServiceNow, Remedy, Jira Service Management, or equivalent.

Language Requirement

Proficiency in French and English (spoken and written) is required for this role: The employee will regularly interact with French-speaking stakeholders, process owners, IT support teams, and management counterparts based in France and other French-speaking locations. The role requires conducting governance meetings, facilitating incident and problem review sessions, delivering training and process briefings, reviewing operational documentation, and communicating complex technical and process-related matters in French.

As these responsibilities form a core and regular part of the job, French language proficiency is required to enable effective communication and collaboration with stakeholders who primarily operate in French.