Head of ITSM
WhiteCrow
- Singapore
- $150,000-250,000 per year
- Permanent
- Full-time
Our Client operates in the Information Technology Services and Information Technology Consulting Industry, with its headquarters rooted strongly in Singapore. It has its branches spread to more than 50 countries, providing employment to more than 2,40,000 people all over the world. Their core business is assisting clients in their Information Technology Management in technology operations, infrastructure and application. They believe in making their share of contribution to the Digital Transformation of the world.Responsibilities:
- Develop, enhance and implement IT service management strategies, policies, and procedures to support the organization’s goals and objectives.
- Lead a team of IT service management professionals, providing guidance, coaching, and mentorship to ensure effective service delivery.
- Ensure client agreed Critical Service Levels and Key Performance Indicators are met and launch specific Service Improvement Programs when certain CSL(s)/KPI(s) do not meet the target.
- Collaborate with iCompaz and client stakeholders to understand business needs and requirements and align IT service delivery accordingly.
- Drive continuous improvement initiatives to enhance the efficiency, effectiveness, and quality of IT service delivery processes.
- Oversee incident, problem, change, request, configuration and knowledge management processes to minimize service disruptions and optimize service delivery.
- Ensure compliance with relevant regulations, standards, and best practices related to IT service management including that of client’s policies and mandates.
- Chair weekly, fortnightly, monthly and quarterly reviews of IT Service Management with respective client stakeholders; prepare and present reports in these forums.
- Bachelor’s degree in information technology, computer science, or a related field; master’s degree preferred.
- 15-20 years of experience in IT Service Management with at least 10 years of working experience working for a major Financial institution.
- IT service management certification (e.g., ITIL, COBIT) required.
- Strong knowledge of IT service management frameworks, methodologies, and best practices.
- Proven track record of successfully leading IT service delivery teams and driving process improvement initiatives.
- Excellent communication, interpersonal, and leadership skills.
- Ability to effectively manage multiple priorities in a fast-paced environment. • Strong analytical and problem-solving abilities.