Manager, IT Service Management

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Aventra Group Sdn. Bhd. Full time

Role Description:

The IT Service Management Manager key responsibilities will be to develop, improve and delivery ITIL process managementandP1 and P2 incident management.

The individual in the role should expect to work to improve process andidentify opportunities to better leverage existing technologies used by the company to manage existing processes.


Responsibilities:

  • The IT Service Management Manager key responsibilities will be to help develop, improve and delivery ITIL process management. The individual in the role should expect to work to improve process and also identify opportunities to better leverage existing technologies used to manage existing processes.

Process Development:
For many ITIL processes, only the framework has been documented.

The Service Management Manager will work with the appropriate resources to understand, develop,and document the process to help expand and tailor the process to the environment.

After the process has been developed, process ownership will be determined,and the Service Management Manager will help support the knowledge transfer and transition of management to the respective individual or groups.


Process Improvement:
As the Service Management Manager, the individual will be responsible for ensuring the current ITIL processes are properly implemented by working with existing process owners to provide guidance and insight into process expectations and provide constructive and actionable feedback

Process Delivery:

For ITIL processes that do not currently have a proper manager, the Service Management Manager will act as the process owner to review, define and execute the process activities with the support of the rest of the IT organization's support and participation.

This will also include training and education of the IT and supporting business teams of the process expectations and methodology to ensure that all intended support personnel understand and implement the process.

-Major IncidentManagement: i.
Leading, driving, facilitating and chairing all investigation activities, meetings, and conference callsfor P1 and P2 incidents. ii.

Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are management of people, processes and resources including third parties -including resolving conflict to move forward to all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviewsv.

Supporting and nurturing process improvements and knowledge base improvementsvi.

Continually maintaining and developing tools and resources to manage major incidents periodic major incident metrics reportsQualifications:

  • 510 years' experiencein managing ITIL processes for an organization with progressive experience in building processes and continuous improvement.
Bachelor's degree in Computer Science, Computer Engineering or related technical field from an accredited college/university or equivalent work experience.

Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and ITIL Foundation Certificate-Demonstrated project execution skills and experience working directly with IT and business users.

Deep functional and technical knowledge of the ITIL workflow platforms such as Footprints, ServiceNow or others-Critical thinking and analysis of existing processes, program level changes and support organization design and structure to provide feedback and guidance on continuous improvement.

Strong leadership skills in driving engagement, adoption and change for processes and technology.
Process minded, accountable, proactive, and agile.

Well-versed with working with ManagedInfra, Platform and Applicationsupport teams to leverage and develop processes to continuously identify opportunities to drive processes to L1, L2and L3support activities.

Uses and applies service management and ITIL principles, theories, and concepts to manage and provide solutions to more complex and multi-dimensional problems.

Ability to manage and coordinate day-to-day service management operations and work closely with various stakeholders to ensure issues are addressed in timely fashion & in accordance withuser expectations.

Demonstrated track record of managing and leading high-performance teams toward the successful attainment of challenging goals.
Ability to balance the long-term and short-term implications of individual decisions.
PROVIDES INFORMATION TECHNOLOGY AND DIGITAL SOLUTION SERVICES.
Bachelor's or Equivalent

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