- Develop and implement IT service management strategies aligned with the bank's business objectives.
- Collaborate with senior management to define IT service management goals, objectives, and key performance indicators (KPIs).
- Lead ITSM team to oversee ServiceNow configuration, customization, and ongoing administration.
- Design and implement robust ServiceNow workflows, forms, and integrations tailored to optimize IT service delivery processes.
- Lead the design, implementation, and improvement of IT service management processes based on ITIL best practices.
- Conduct regular reviews and assessments of existing processes to identify areas for optimization and enhancement.
- Oversee the IT service desk team, ensuring timely resolution of incidents and service requests.
- Define service desk procedures, workflows, and escalation paths to maintain high levels of customer satisfaction.
- Establish incident and problem management processes to minimize the impact of IT disruptions on business operations.
- Ensure that ITSM team coordinates with technical teams to investigate the root causes of incidents and implement corrective actions to prevent their recurrence.
- Manage the change control process to ensure that changes to IT services are implemented smoothly and with minimal disruption.
- Assess change requests for potential risks and impacts on service delivery, and communicate with stakeholders accordingly.
- Define service level agreements (SLAs) with business units and vendors to establish clear expectations for service delivery.
- Monitor SLA performance and take corrective actions as needed to meet or exceed service targets.
- Collaborate with procurement and vendor management teams to select and manage IT service providers and suppliers.
- Evaluate vendor performance against contractual agreements and service-level commitments.
- Drive a culture of continuous improvement within the ITSM function, fostering innovation and efficiency.
- Implement metrics and reporting mechanisms to track the effectiveness of IT service management processes and initiatives.
- Bachelor's degree in Computer Science, Information Technology, or a related field; Master's degree preferred.
- ITIL certification (ITIL v4 Foundation minimum; ITIL Expert or Practitioner preferred).
- Minimum of 5 years of experience in IT service management roles, with at least 2 years in a managerial or leadership capacity.
- Strong knowledge of ITIL frameworks, processes, and best practices.
- Strong knowledge of the ServiceNow ITSM solution is a must.
- Proven track record of successful ServiceNow implementations and enhancements will be advantages, with a focus on process automation and optimization.
- Experience in managing IT service desk operations, incident management, problem management, change management, and service level management.
- Excellent leadership, communication, and interpersonal skills.
- Proven ability to collaborate effectively with cross-functional teams and stakeholders.
- Analytical mindset with a focus on data-driven decision-making.
- Experience in the banking or financial services industry is a plus.
Information Technology Service Management Lead - Malaysia, Kuala Lumpur - AEON Bank
Description
Job Description
As an IT Service Management (ITSM) Lead at AEON Bank, you will play a crucial role in ensuring the effective delivery and management of IT services to support the bank's operations. You will be responsible for overseeing the implementation, maintenance, and continuous improvement of IT service management processes and practices across the organization. This position requires a blend of technical expertise, leadership skills, and a strong understanding of ITIL (Information Technology Infrastructure Library) principles.
Key Responsibilities
Strategy and Planning:
ServiceNow Administration and Configuration:
Process Improvement:
Service Desk Management:
Incident and Problem Management:
Change Management:
Service Level Management:
ITSM Vendor Management:
Continuous Improvement:
Qualifications: