Service Management Process Leader

5 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia SWIFT Full time
Key Responsibilities:
  • Process Design and Implementation: Lead the design, implementation, and optimization of IT service management processes to ensure efficient planning, communication, implementation, and documentation of all changes and requests.
  • Process Improvement: Continuously enhance key processes to ensure that standard, repeatable tasks are handled efficiently, improving customer satisfaction and meeting service level agreements (SLAs).
  • Process Automation: Continuously identify opportunities for process improvements, leveraging ITSM tools such as ServiceNow to enhance automation, reduce manual intervention, and increase efficiency.

The ideal candidate will have 6-10 years of experience in ITSM Process Management, including designing and implementing solutions on the ServiceNow platform. ITIL Foundation certification is required, with preference for ITIL Strategic Leader certifications. Experience in managing critical systems' operations, collaborating with cross-functional teams, and ensuring compliance with governance, risk, and security requirements is essential.



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