Senior Manager, IT Service Management - Direct Contract

Location Singapore
Job reference BBBH128353_1692603582
Salary Negotiable
Consultant name Goel Navneet
Consultant email
Consultant contact no. 65515581
EA License No. 02C3423
Consultant Registration No. R1982194

Accountable and responsible for the end-to-end IT service management lifecycle, that includes service level management, continuity management, performance management, change/release management, etc. manages IT service management strategy with regards to service delivery and aligns with other Service Managers on a regular basis.

  • Ensure the implementation of IT Service Mgmt. processes
  • Ensuring issue-free operation on the basis of service mgmt. according to ITIL, including all service components and service dependencies
  • Assurance of IT-based service quality according to the SLA/OLA
  • Derive improvement measures and track their implementation development and provision of figures in terms of costs of the services and the degree of fulfillment of SLA
  • Monitor the implementation of the service improvement plan (SIP), capacity plans, availability plan, IT service continuity plans
  • Coordination of service processes in close cooperation with other IT process owners (incl. Incident, Change and Configuration Mgmt.)
  • Responsible for escalation management with regards to Service Delivery
  • Act as a quality gate keeper to ensure operational readiness for changes/new releases/initial rollout, e.g. as the lead in Change Advisory Board
  • Manage the service design and maintain the related service catalogue items (incl. service description)

Key Stakeholders

  • Service Managers/Owners (other services)
  • Demand Manager
  • Incident & Problem Mgr.
  • IT Governance Manager
  • IT Financial Manager
  • Suppliers/Vendors
  • IT Heads

Skills Required

  • In-depth knowledge of the IT Service Management framework
  • Knowledge in application lifecycle
  • Demonstrate commitment to quality
  • Willingness to learn, and able to deal with complexity
  • Good time management
  • Good communication and presentation skills.
  • Passionate in steering programs and performance management
  • Having customer and service orientation mindset

Experience and Qualifications

  • Study to university/diploma degree level of natural sciences, computer science, business, or an equivalent education
  • Proven experience in the area of ITSM and in-depth knowledge of the processes of service mgmt. (ITIL)
  • Experience in IT Planning and Controlling

Goel Navneet License No.: 02C3423 Personnel Registration No.: R1982194

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