Senior ITSM Change & Major Incident Leader

sciente international pte. ltd.; Singapore; On-site; SGD 110,000 - 170,000; Full time

Job summary

Sciente International Pte. Ltd. is seeking an experienced ITSM Change & Major Incident Manager to drive governance, process compliance, and continuous improvement across regional IT teams within a reputed bank.

The role will also oversee Major Incident Management, ensuring effective coordination, timely communication, strong governance, and service restoration. Responsibilities include owning Change Management, CAB governance, incident coordination, post‑incident reviews, and KPI reporting.

Qualifications

• Strong written and verbal French and English communication skills.
• 8+ years of IT experience, preferably in IT Operations, Production Support, Application/Infrastructure Support, ITSM, or Service Governance.
• Strong hands-on experience in Change Management and Major Incident Management.
• Good knowledge of ITIL practices, particularly Change, Incident, Problem, Release, and Continual Improvement.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or equivalent.
• Experience managing CAB, emergency/high-risk changes, change approvals, risk assessment, and post-implementation reviews.
• Experience coordinating Major Incidents, including stakeholder management, escalation, communication, and post-incident reviews.
• Strong analytical, communication, facilitation, and stakeholder-management skills.
• Ability to influence and enforce processes across teams without direct authority.
• Willingness to work primarily 12:00 PM-9:00 PM SGT (early Europe Business Hours).

Responsibilities

• Own and enforce the Change Management process, ensuring alignment with Group policies, ITSM standards, and operational controls;
• Govern CAB and change review forums, ensuring effective risk assessment, approvals, scheduling, and decision‑making;
• Monitor change quality, compliance, success/failure rates, emergency changes, and recurring process deviations;
• Strengthen governance for major, high‑risk, business‑critical, and emergency changes;
• Act as the Major Incident Manager/process owner, coordinating resolver teams, escalation, decision‑making, and stakeholder communications;
• Ensure timely and meaningful communication during Major Incidents and critical changes;
• Lead/coordinate Post‑Incident Reviews and Post‑Implementation Reviews, tracking corrective and preventive actions;
• Identify recurring process gaps and drive continuous improvement and ITSM process maturity;
• Produce periodic and on‑demand management reports and KPIs for senior management and governance forums;
• Maintain audit/control evidence and ensure remediation actions are tracked to closure;
• Deliver training, coaching, process awareness, and communication to regional IT teams;
• Support ITSM tooling improvements, automation, reporting, and process standardization.

Skills

French & English

IT Operations

Change Management

ITIL Knowledge

ITSM Tools

CAB & Change Mgmt

Major Incident Mgmt

Stakeholder Management

Influence without authority

Evening hours

Tools

ServiceNow

BMC Remedy

Jira Service Management

Job description

Sciente International Pte. Ltd. is seeking an experienced ITSM Change & Major Incident Manager to drive governance, process compliance, and continuous improvement across regional IT teams within a reputed bank.

The role will also oversee Major Incident Management, ensuring effective coordination, timely communication, strong governance, and service restoration. Responsibilities include owning Change Management, CAB governance, incident coordination, post‑incident reviews, and KPI reporting.