Manager, IT Service Management

Key Responsibilities

• Lead a team of ITSM Process Owners in the region to deliver Enterprise level of services.
• Define roadmaps to enhance the efficiency of ITSM processes and tool usage.
• Manage critical or regional level of requests, incidents and change requests. Act as an escalation point for business stakeholders.
• Provide effective leadership to the ITSM team to ensure that processes and controls are in place to meet business needs.
• Align and role down ITSM SOP from Group Office.

KEY ACCOUNTABILITIES

• Provide guidance and support on ITSM processes for FWD group of companies in the region.
• Lead the team and vendor to develop processes for ITSM.
• Understand business requirements and the needs to standardise ITSM processes and map this into the design of ServiceNow ITSM.
• Understand the large-scale thinking and approach needed for successful implementation of ServiceNow ITSM and rolling out ITSM processes in the region.
• Ensure the relevant functional services are delivered in accordance with contractual or agreed service levels and key performance indicators
• Monitor delivery progress against targets, reporting as necessary and ensuring appropriate actions are taken to address exceptions and variations.
• Service to Operation by performing Analytic and trending to understand the insight of Incident, Change and Problem Management.
• Consistently demonstrates proactive and structured engagement with senior leadership across ITSM operations.
• Manage and provide leadership to the ITSM support. Ensure the services are provided in timely manner.
• Act as a key Stakeholder in communicating with (Incident Change Problem) all the respective support team in Group Office & Business Unit.
• Other duties as assigned.

Qualification & Requirements

• Minimum 8 years of related working experience in IT Service Management and ServiceNow ITSM, preferably in Finance institution / enterprise, Shared Services or consulting firms.
• Degree from Information Technology or equivalent discipline.
• ITIL practitioner qualifications is a must.
• Experience with ServiceNow ITSM is a must.
• ServiceNow certification is an added advantage.
• Demonstrated effective communication in a multinational corporation with great personality and people skill. Excellent skills in both written and spoken English and Cantonese (optional).

KNOWLEDGE & TECHNICAL SKILLS

• Good knowledge of overall IT infrastructure domains.
• System integrations experience using web services and other web-based technologies.
• Experience with implementation of ServiceNow ITSM, ITOM, ITAM modules.
• Exposure to ServiceNow platform capabilities and tools.
• Understands functional design requirements related to ServiceNow.
• To have a systematic, disciplined and analytical approach to problem solving with good attention to detail.
• Experience in establishing, monitoring and ensuring adherence to policies and procedures.
• Able to manage and prioritise tasks and time efficiently. Demonstrate initiative and a proactive approach to daily tasks.
• Excellent communication, presentation and influencing skills.
• Insurance Business general knowledge is preferred.

Benefits

• Family & Parenting
• Financial & Retirement
• Health & Wellness
• Professional Support
• Other Perks and Benefits…