Manager, IT Service Management

Hello, we are Averis

We are a Global Business Services (GBS) that look into consolidating services and standardization of transactional practices, helping MNC / large enterprises achieve better economies of scale by mean of improving productivity and reducing costs.

Our journey started in 2006, and today, more than 700 Averians are servicing over 300 companies across 32 locations globally with Kuala Lumpur being the Headquarter. Our specialization includes Finance & Accounting, Human Resources, Information Technology, Shipping Documentation, Change Management, Data Security, and Business Information
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Objectives of the Position:

• Service Delivery Excellence: To establish, negotiate, and maintain Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) with the business and internal delivery teams, ensuring clear, measurable service targets are defined and met.
• Process Control & Optimization: To own, drive, and continuously improve core IT Service Management (ITSM) processes (e.g., Incident, Problem, Change, Configuration, Service Catalog, Request Fulfillment) across all IT/Digital functions, aligning them with ITIL best practices.
• Stakeholder Partnership: To serve as the primary liaison for key business stakeholders regarding IT service performance, ensuring clear communication, effective expectation management, and acting as the "service advocate" for the business within IT.
• Reporting and Performance Insight: To proactively monitor and report on SLA achievement, analyzing performance variances and driving remediation plans to correct underperforming services.
• Continuous Service Improvement (CSI): To champion and execute a structured Continuous Service Improvement (CSI) program across the service lifecycle, identifying and implementing changes that enhance service value, efficiency, and reliability.

Main Tasks:

• ITSM Process Management: Lead the operational execution, enforcement, and control of key ITSM processes (e.g., Incident, Request, Change, Problem) using the Service Management tooling. Drive standardization and adherence to global process standards.
• Service Level Management (SLM) Ownership: Own and manage the end-to-end Service Level Management process, which includes defining the Service Catalog and developing all necessary SLAs (external) and OLAs (internal) in partnership with the business and IT owners.
• Service Review Meetings (SRMs): Conduct regular, formalized Service Review Meetings (SRMs) with business stakeholders to review SLA performance, discuss service quality issues, capture feedback, and formally agree on necessary service improvements or changes to service levels.
• Team Collaboration: Collaborate closely with IT/Digital infrastructure, application, and IT project teams (Project Services) to ensure that new services are onboarded smoothly and existing services are managed and retired effectively.
• Performance Monitoring & Reporting: Systematically monitor, track, and analyze service performance against agreed-upon SLAs using data from the Service Management tooling. Prepare and deliver executive-level performance reports highlighting trends, compliance rates, and business impact.
• SLA Remediation: Initiate and manage specific remediation actions or service improvement plans (SIPs) when SLAs are consistently missed, working collaboratively with underlying support teams (Infrastructure, Applications) to address systemic performance failures. Knowledge and Tooling Management: Oversee the integrity of the Service Knowledge Management System (SKMS) and champion the effective use of the IT Service Management (ITSM) platform/tooling.

Education and Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, Business Management, or a related technical field.
• Professional Certification (Essential):
  ITIL 4 Foundation
  certification is mandatory. Higher-level certifications (e.g., ITIL Service Lifecycle/Capability modules, ITIL Managing Professional) are a significant advantage.
• Experience:
• Minimum of
  5-7 years of progressive experience in IT, with at least 3 years specializing in an IT Service Management or Service Delivery role.
• Proven experience leading, governing, and improving at least two major ITSM processes (e.g., Incident, Problem, Change, Service Catalog).
• Practical experience working with Excel and a recognized ITSM tool (e.g., ServiceNow, Jira Service Management, Remedy).
• Skills:
• Process and Analytical: Strong analytical and problem-solving skills with the ability to interpret data (SLAs, KPIs, trends) into clear, actionable plans.
• Communication & Stakeholder Management: Excellent verbal and written communication skills, with the ability to effectively communicate complex technical concepts to non-technical executive stakeholders.
• Leadership & People Skills: Effective leadership, people management, and human relations skills, capable of influencing and establishing cooperation across diverse, cross-functional teams.
• Attention to Detail and the ability to maintain a high level of accuracy in performance reporting