SVP, Senior ITSM Specialist, EASRE, Group Technology

300005 Chief Executive's Office_00002555; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

A governmental organization is seeking a Senior ITSM Specialist to lead IT Service Management initiatives in Singapore. The role requires a strategic thinker with leadership capabilities to align ITSM processes with ITIL frameworks and SRE principles. Responsibilities include managing ITSM projects, enhancing service reliability, and fostering a culture centered on continuous improvement. Candidates should have at least 8 years in ITSM and relevant certifications, including ITIL and SRE.

Qualifications

• Minimum 8+ years in IT Service Management, with 3+ years in leadership.
• Proven expertise in implementing ITIL-based frameworks.
• Hands-on experience with ITSM tools.

Responsibilities

• Develop and implement ITSM strategies.
• Lead ITSM initiatives for operational efficiency.
• Manage large-scale ITSM projects across teams.

Skills

Leadership capabilities

Analytical skills

ITIL frameworks

Service reliability

Continuous improvement

Education

Bachelor’s degree in Computer Science

ITIL Foundation certification

Certification in Site Reliability Engineering

Tools

ServiceNow

Cloudwise

BMC Remedy

Job description

Job Description - SVP, Senior ITSM Specialist, EASRE, Group Technology (WD71516)

Job Description

SVP, Senior ITSM Specialist, EASRE, Group Technology - ( WD71516 )

We are seeking an experienced and dynamic Senior ITSM Specialist to lead and enhance our IT Service Management (ITSM) initiatives. The ideal candidate will drive the implementation, adoption, and optimization of ITSM processes and tools, ensuring alignment with the ITIL framework while incorporating Site Reliability Engineering (SRE) principles and process re-engineering. This role demands a strategic thinker with strong leadership capabilities, a proven track record in IT service delivery improvement, and the ability to foster a culture of operational excellence, continuous improvement and process transformation.

Key Responsibilities:

• Develop and implement ITSM strategies, policies, and frameworks aligned with organizational resiliency goals.
• Lead ITSM initiatives, ensuring the seamless integration of ITIL and SRE practices to drive operational efficiency and service stability.
• Act as a change agent to promote a culture of continuous improvement, resiliency, and proactive service management.
• Provide strategic leadership for cross-functional service improvement and process re-engineering projects.
• Bridge traditional ITIL frameworks and SRE practices to enhance service reliability, scalability, and efficiency.
• Process Management
• Collaborate with process owners to oversee critical ITIL processes such as Incident, Problem, Change, Capacity, and Service Level Management.
• Conduct in-depth process analysis and identify opportunities for re-engineering to eliminate inefficiencies, reduce costs and improve performance.
• Integrate SRE principles, including error budgeting, Service Level Indicators (SLIs), Service Level Objectives (SLOs), observability, and post-mortem practices, into re-engineered ITIL processes.
• Design and implement scalable, automated, and optimized processed that align with business goals and operational needs.
• Utilize data-driven approaches and tools for process mapping, workflow redesign, and performance measurement.
• Project Management
• Lead the implementation and optimization of ITSM tools (e.g., ServiceNow, Cloudwise) across diverse teams, incorporating re-engineered workflows.
• Manage large-scale ITSM projects, defining requirements, milestones, and deliverables in collaboration with stakeholders.
• Oversee the transition of services into production, ensuring readiness and effective knowledge transfer.
• Stakeholder Engagement
• Collaborate with senior leaders, IT teams, and business stakeholders to align ITSM initiatives with organizational objectives.
• Define and manage critical business services, including establishing SLOs, performance KPIs, and metrics for re-engineered processes.
• Deliver actionable insights through comprehensive reporting on SLA compliance, service quality, and operational KPIs, focusing on re-engineered outcomes.
• Stay connected to industry best practices and trends in ITIL, SRE.
• Team Development
• Mentor and guide ITSM team members, fostering a culture of collaboration and innovation.
• Support professional growth through certifications and the development of technical and leadership skills.
• Build and manage high-performing teams capable of delivering exceptional results under pressure.
• Compliance & Governance
• Ensure adherence to organizational policies, security standards, and regulatory requirements.
• Establish governance practices aligned with ITIL, SRE, and industry standards, while embedding principles of process re-engineering.
• Monitor SLA compliance, service quality, and customer satisfaction through robust mechanisms.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• ITIL Foundation certification (mandatory); advanced ITIL certifications (e.g., Managing Professional) are a plus.
• Certification in Site Reliability Engineering (SRE) or equivalent experience with SRE principles.
• 8+ years of experience in IT Service Management, including at least 3 years in a leadership role.
• Proven expertise in implementing ITIL-based frameworks and driving continuous improvement.
• Hands-on experience with ITSM tools (e.g., ServiceNow, Cloudwise, BMC Remedy).
• Strong understanding of ITIL processes and SRE practices, including incident response, root cause analysis, and monitoring.
• Excellent analytical, communication, and leadership skills.

Preferred Qualifications:

• Experience managing ITSM projects within large-scale, complex IT environments.
• Certifications in project management frameworks such as PMP, PRINCE2, or Agile methodologies.
• Familiarity with DevOps practices and collaboration between IT operations and development teams.
• Strategic thinker with the ability to align ITSM initiatives with organizational objectives.
• Proven leadership and team-building skills with experience mentoring high-performing teams.
• Results-driven, focusing on service quality, operational reliability, and continuous improvement.
• Strong interpersonal skills, with the ability to influence and engage stakeholders at all levels.