IT Service Management Team Leader

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia enablesGROUP Full time 96,000 - 144,000 per year

Role Summary

The ITSM Team Leader will provide leadership and oversight for IT service delivery across the JPAC region, ensuring high-quality support and alignment with global IT Service Management processes. This role is responsible for managing a team of support engineers, coordinating with global IT leadership, and engaging with business stakeholders to understand requirements, drive service improvements, and ensure business satisfaction.

Key Responsibilities

Team Leadership & Management:

  • Lead, mentor, and develop a team of 2 support engineers across JPAC.
  • Allocate workload, set priorities, and ensure high-quality service delivery.
  • Conduct regular 1:1s, performance reviews, and identify training needs.

Service Delivery & ITSM Processes:

  • Ensure adherence to ITIL-aligned processes (incident, request, problem, and change management).
  • Monitor and report on SLA/KPI performance for the JPAC region.
  • Manage escalated incidents, acting as the regional escalation point for high-priority issues.
  • Proactively identify service issues and drive continuous improvement initiatives.

Stakeholder Engagement:

  • Act as the primary IT service contact for regional business stakeholders.
  • Gather business requirements and ensure services meet agreed expectations.
  • Escalate issues and risks to the UK Service Management Lead.

Regional IT Oversight:

  • Oversee IT services for all JPAC sites (including Malaysia, Japan, Singapore, and other locations as required).
  • Ensure consistent application of IT policies, standards, and governance across the region.
  • Support global IT projects and initiatives, providing local coordination and feedback.
  • Participate in service improvement projects including automation, self-service, and process optimisation.
  • Oversee regional IT vendors performance.

Reporting & Governance:

  • Provide service performance reports to UK IT Service Management.
  • Ensure compliance with security, audit, and regulatory requirements in the region.
  • Support preparation for IT audits and certifications (e.g., ISO 27001, regional data protection regulations, and other relevant global standards).

Qualifications

  • 5+ years in IT Service Management or IT Operations, with at least 2 years in a team leader or supervisory role.
  • Strong understanding of ITIL processes and frameworks.
  • Experience managing IT support teams across multiple locations.
  • Excellent communication and stakeholder management skills.
  • Ability to manage competing priorities in a fast-paced environment.
  • Familiarity with Microsoft 365, Azure, and enterprise IT systems.
  • Fluency in English; additional Asian languages (e.g., Malay, Japanese, Mandarin) desirable.

Personal Attributes

  • Strong leadership and people management skills.
  • Customer-focused, with the ability to balance business needs and IT standards.
  • Analytical and problem-solving mindset.
  • Culturally aware, adaptable to working across diverse geographies.
  • Self-motivated and able to work with limited supervision.

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