99 Service Management jobs in Malaysia
Manager, IT Service Management
Posted 1 day ago
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Job Description
Manager, IT Service Management page is loadedManager, IT Service Management Apply locations Malaysia - KL Eco City time type Full time posted on Posted 9 Days Ago time left to apply End Date: December 31, 2025 (30+ days left to apply) job requisition id JR-0023588
About FWD Group
FWD Group is a pan-Asian life and health insurance business that serves approximately 30 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the Main Board of The Stock Exchange of Hong Kong Limited under the stock code 1828.
For more information, please visit
FWD Technology and Innovation Malaysia Sdn. Bhd., known as FWD TIM, was established in late 2019. Strategically located in Kuala Lumpur, FWD TIM serves as a pivotal shared service location within FWD Group, providing services to multiple markets across the Group. FWD TIM houses a diverse and talented workforce focused on essential business and technology services such as information security, cloud operations, IT solutions delivery, digital and data, actuarial, finance, investments, and customer service, among many others. FWD TIM is dedicated to drive and deliver operational excellence and efficiency, foster innovation and ensure regulatory compliance across all business functions as well as maintain a competitive edge in the market.
PURPOSE
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.
KEY PERFORMANCE INDICATORS
Take Lead on the adoption of ITSM processes and tools for FWD group of companies.
Ensures compliance with ITSM standards, procedures and processes.
Establishment of measurements and targets to improve process effectiveness and efficiency of ITSM processes.
Support projects and efforts that have a broad impact across the organization related to Service Management implementation.
Continuous Process Improvement in ITSM process and implement change to enhance efficiency and effectiveness.
Explorer and Implement Automation and AI.
EXTERNAL & INTERNAL CONTACTS
C-Level Senior Management
Group Head of Infrastructure and Cloud Technology
Head of Service Management.
IT and stakeholders of Business Units.
IT teams of Group Shared Services.
Risk management and Internal Audit of Group and Business Units.
External Auditors.
Vendors and/or Service Providers.
QUALIFICATIONS / EXPERIENCE
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.
Senior Manager, Service Management
Posted 1 day ago
Job Viewed
Job Description
AIA Digital+ Kuala Lumpur City, Federal Territory of Kuala Lumpur, Malaysia
Senior Manager, Service ManagementAIA Digital+ Kuala Lumpur City, Federal Territory of Kuala Lumpur, Malaysia
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Are you ready to shape a better tomorrow?
AIA Digital+ is a Technology, Digital and Analytics innovation hub dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives.
If you are hungry and driven to play an active role in shaping a better tomorrow, we want to hear from you. Because the work we do at AIA Digital+ makes a difference in the lives of millions of people, every day. We will equip you with the critical skills, tools and technology, and endless opportunities to learn, contribute and thrive in a dynamic and exciting environment.
If you want to shape a brighter future at AIA Digital+, please read on.
About the role
The primary objective of the Senior Manager – IT Service Management is to ensure the smooth & continuous end-to-end operation of Incident and Problem processes across AIA. By effectively managing each of the critical IT service management functions, the incumbent will contribute to maintaining high levels of service availability, minimizing disruptions to business operations, and driving continuous improvement in service delivery and management across AIA.
Responsibilities include, but are not limited to, the following:
- Incident & Problem Management:
- Lead and manage the Incident Management process, ensuring timely resolution of incidents and minimizing impact on business operations.
- Coordinating & managing rapid and effective response to Critical, Major and High Severity Incidents, including escalation, follow through, dissemination of workarounds, or resolution advice and closure.
- Point of Contact for internal stakeholders for all high severity Incidents and ensuring timely, clear, accurate and punctual communications to internal stakeholders
- Lead and/or contribute to effective Post Incident Reviews - Engage teams for PIR activities, produce Post Incident Reports, as well as input to the Change and Problem Management Processes as and when required.
- Establish and maintain incident response procedures, including escalation paths and communication channels.
- Drive the Problem Management process to identify root causes of recurring incidents and proactively prevent their occurrence.
- Host and/or join problem review meetings and collaborate with technical teams and key stakeholders to investigate root causes and contributing factors, ensuring the implementation of identified corrective actions, preventive actions, and permanent solutions.
- Analyze incident trends by reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology as well as implement measures to prevent incident recurrence.
- In conjunction with key vendors, identify and drive continuous service improvement opportunities to enhance Incident and Problem Management practices.
- Develop and maintain a known error database to facilitate faster resolution of future incidents.
- Ability to work across 24/7 coverage via Out of Hours/On Call Rota as required.
- Work closely with the Group & LBU IPC Teams, Technology Teams and external partners, fostering a culture of continuous improvement and accountability.
- Mentor and guide team members to enhance skills and capabilities.
- Ensure effective communication and collaboration within the team and with other teams within AIA and external parties.
- Provide training and education to all relevant team members particularly on Incident and Problem Management processes.
- Process Improvement:
- Continuously evaluate and refine IT service management processes to enhance efficiency, effectiveness, and alignment with industry best practices.
- Implement and/or leverage tools and technologies to automate and streamline service management activities.
- Monitor key performance indicators (KPIs) and metrics to measure process performance and identify areas for improvement
Experience:
- 8+ years relevant experience in managing large enterprise technology Incident and Problem Management.
- Excellent understanding and proven experience in ITSM implementation in a multi-site environment.
- Sound understanding of IT operating model design and best practices.
- Certification, ITIL, COBIT, Sigma and Prince or other.
- Ability to demonstrate independent leadership, judgment, and decision making.
- Ability to adjust to multiple and changing priorities, remaining flexible, open, and collaborative.
- Ability to create and maintain cooperative working relationships with internal and external stakeholders at all levels.
- Excellent analytical and communication skills to understand business context; and enquire, counsel, and present solutions in an understandable and simple manner.
- Be a self-starter and possess the confidence and skills to operate with and enjoy a high degree of autonomy.
Willing to work on 24/7 shift, weekly rotational and standby on weekend.
- 7am to 4pm (weekdays)
- 3pm to 12 am (weekdays)
- 10pm to 7am (weekdays)
Build a career with us as we help our customers and the community live healthier, longer, better lives.
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.
Seniority level- Seniority level Mid-Senior level
- Employment type Full-time
- Job function Information Technology
- Industries IT Services and IT Consulting, Financial Services, and Insurance
Referrals increase your chances of interviewing at AIA Digital+ by 2x
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#J-18808-LjbffrIT Service Management Specialist
Posted 6 days ago
Job Viewed
Job Description
Hyva Group is a leading global provider of innovative and highly efficient transport solutions for the commercial vehicle and environmental service industries. The company is committed to the development, production, marketing and distribution of components used in hydraulic loading and unloading systems on trucks and trailers. Its products are used worldwide across a range of sectors including transport, construction, mining, materials handling and environmental services providers.
Founded in 1979, the company is headquartered in Alphen aan den Rijn in The Netherlands and operates in more than 110 countries with over 3,500 employees around the world. The Hyva Group encompasses more than 30 subsidiaries globally, with an extraordinary sales and service coverage and 14 production facilities in Brazil, China, Germany, India, and Italy, with more than 20,000 customers.
About The Role
As an IT Service Management Specialist in our brand new Regional Hub / Shared Services Centre (SSC) in Mid Valley City, Kuala Lumpur , you will have the opportunity to play a role in all aspects of IT service management, with a focus on Configuration Management Database (CMDB), Incident Management, Problem Management, and Change Management. You will work closely with team members to ensure the effective and efficient delivery of IT services, while also supporting continual service improvement (CSI).
ThisroleoffersauniqueopportunitytobepartofanewlyestablishedSharedServicesCentre,whereyouwillhelpbuildITservicemanagementprocessesFROMSCRATCH .You’llbeinstrumentalinshapingthefoundationanddrivingserviceexcellencefromthegroundup.
Your key responsibilities will include but not limited to:
- PioneerExperience:TakealeadroleinestablishingandformalizingITSMprocessesfromthegroundup,contributingtothedesignandimplementationofbestpracticesaspartoftheSSC’sinitialsetup
- Change Management: Oversee and manage the change process to ensure that changes are made efficiently, with minimal disruption, and in compliance with established policies
- CMDB Management: Design, implement, and maintain the Configuration Management Database to ensure the accuracy and integrity of configuration items (CIs)
- Incident Management: Monitor and manage IT incidents to ensure timely response and resolution, minimizing the impact on business operations
- Problem Management: Identify and analyse root causes of issues, coordinate resolution efforts, and implement preventive measures to reduce future incidents
- Service Introduction and Continual Service Improvement (CSI): Contribute to the introduction of new services and drive ongoing improvements to enhance service quality and efficiency
- SSC Setup Experience: Utilize your experience in setting up ITSM processes within a Shared Services Centre (SSC) to build and refine ITSM practices and frameworks
In this role you will be collaborating with various stakeholders across the business including our Global functions teams in Netherlands & other parts of the world.
Our Regional Hub supports a hybrid working approach. You will be supporting markets in multiple time zones and some flexibility around working hours will be needed. ( Standby during out of office hour might be needed)
You will be joining a newly formed Shared Services Centre team, with opportunities to grow, within IT Service or wider IT functions.
About You
To be successful in this role you will have:
- DemonstratedexperienceinsettingupITSMprocessesandframeworksFROMSCRATCH,ideallywithinaSharedServices/regionalhub/similarstartupenvironment
- Prior experience in CHANGE MANAGEMENT is a must
- 3 – 5 years of proven experience in IT Service Management, including CMDB, Incident Management & Problem Management
- ITIL certified (at least ITIL v4 foundation)
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work effectively in a startup environment
Nice To Have
- Experience with Service Introduction and Continual Service Improvement (CSI) is a plus
- Capability to read, write or speak in Mandarin Chinese would be highly desirable
Language
- Good written and spoken English is essential
Qualification / Education
- Diploma / Bachelor's Degree in Computer Science / Information Technology or any other disciplines
What We Offer
- We care about ecology and are truly sustainable. Not only for the environment but also for social resources.
- We have a highly dynamic and very international work environment.
- We have Great Place to Work certified countries!
- We provide a competitive salary which is adjusted on an annual basis in case of good performance.
- We work hybrid and care about your work-life balance.
- You will find nice extras such as various company activities during the year.
Diversity, Equity & Inclusion (DEI)
We welcome everyone regardless of origin, gender, age, sexual orientation, philosophical or political conviction, disability etc.
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#J-18808-LjbffrIT Service Management Specialist
Posted 9 days ago
Job Viewed
Job Description
Hyva Group is a leading global provider of innovative and highly efficient transport solutions for the commercial vehicle and environmental service industries. The company is committed to the development, production, marketing and distribution of components used in hydraulic loading and unloading systems on trucks and trailers. Its products are used worldwide across a range of sectors including transport, construction, mining, materials handling and environmental services providers.
Founded in 1979, the company is headquartered in Alphen aan den Rijn in The Netherlands and operates in more than 110 countries with over 3,500 employees around the world. The Hyva Group encompasses more than 30 subsidiaries globally, with an extraordinary sales and service coverage and 14 production facilities in Brazil, China, Germany, India, and Italy, with more than 20,000 customers.
About The Role
As an IT Service Management Specialist in our brand new Regional Hub / Shared Services Centre (SSC) in Mid Valley City, Kuala Lumpur , you will have the opportunity to play a role in all aspects of IT service management, with a focus on Configuration Management Database (CMDB), Incident Management, Problem Management, and Change Management. You will work closely with team members to ensure the effective and efficient delivery of IT services, while also supporting continual service improvement (CSI).
Your key responsibilities will include but not limited to:
- Change Management: Oversee and manage the change process to ensure that changes are made efficiently, with minimal disruption, and in compliance with established policies
- CMDB Management: Design, implement, and maintain the Configuration Management Database to ensure the accuracy and integrity of configuration items (CIs)
- Incident Management: Monitor and manage IT incidents to ensure timely response and resolution, minimizing the impact on business operations
- Problem Management: Identify and analyze root causes of issues, coordinate resolution efforts, and implement preventive measures to reduce future incidents
- Service Introduction and Continual Service Improvement (CSI): Contribute to the introduction of new services and drive ongoing improvements to enhance service quality and efficiency
- SSC Setup Experience: Utilize your experience in setting up ITSM processes within a Shared Services Centre (SSC) to build and refine ITSM practices and frameworks
In this role you will be collaborating with various stakeholders across the business including our Global functions teams in Netherlands & other parts of the world.
Our Regional Hub supports a hybrid working approach. You will be supporting markets in multiple time zones and some flexibility around working hours will be needed. ( Standby during out of office hour might be needed)
You will be joining a newly formed Shared Services Centre team, with opportunities to grow, within IT Service or wider IT functions.
About You
To be successful in this role you will have:
- Prior experience in CHANGE MANAGEMENT is a must
- 3 – 5 years of proven experience in IT Service Management, including CMDB, Incident Management & Problem Management
- ITIL certified (at least ITIL v4 foundation)
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work effectively in a startup environment
Nice To Have
- Experience with Service Introduction and Continual Service Improvement (CSI) is a plus
- Capability to read, write or speak in Mandarin Chinese would be highly desirable
Language
- Good written and spoken English is essential
Qualification / Education
- Diploma / Bachelor's Degree in Computer Science / Information Technology or any other disciplines
What We Offer
- We care about ecology and are truly sustainable. Not only for the environment but also for social resources.
- We have a highly dynamic and very international work environment.
- We have Great Place to Work certified countries!
- We provide a competitive salary which is adjusted on an annual basis in case of good performance.
- We work hybrid and care about your work-life balance.
- You will find nice extras such as various company activities during the year.
Diversity, Equity & Inclusion (DEI)
We welcome everyone regardless of origin, gender, age, sexual orientation, philosophical or political conviction, disability etc.
ApplyPlease fill in the following fields in order to submit your application
#J-18808-LjbffrIT Service Management Specialist
Posted 9 days ago
Job Viewed
Job Description
Hyva Group is a leading global provider of innovative and highly efficient transport solutions for the commercial vehicle and environmental service industries. The company is committed to the development, production, marketing and distribution of components used in hydraulic loading and unloading systems on trucks and trailers. Its products are used worldwide across a range of sectors including transport, construction, mining, materials handling and environmental services providers.
Founded in 1979, the company is headquartered in Alphen aan den Rijn in The Netherlands and operates in more than 110 countries with over 3,500 employees around the world. The Hyva Group encompasses more than 30 subsidiaries globally, with an extraordinary sales and service coverage and 14 production facilities in Brazil, China, Germany, India, and Italy, with more than 20,000 customers.
About The Role
As an IT Service Management Specialist in our brand new Regional Hub / Shared Services Centre (SSC) in Mid Valley City, Kuala Lumpur , you will have the opportunity to play a role in all aspects of IT service management, with a focus on Configuration Management Database (CMDB), Incident Management, Problem Management, and Change Management. You will work closely with team members to ensure the effective and efficient delivery of IT services, while also supporting continual service improvement (CSI).
Your key responsibilities will include but not limited to:
- Change Management: Oversee and manage the change process to ensure that changes are made efficiently, with minimal disruption, and in compliance with established policies
- CMDB Management: Design, implement, and maintain the Configuration Management Database to ensure the accuracy and integrity of configuration items (CIs)
- Incident Management: Monitor and manage IT incidents to ensure timely response and resolution, minimizing the impact on business operations
- Problem Management: Identify and analyze root causes of issues, coordinate resolution efforts, and implement preventive measures to reduce future incidents
- Service Introduction and Continual Service Improvement (CSI): Contribute to the introduction of new services and drive ongoing improvements to enhance service quality and efficiency
- SSC Setup Experience: Utilize your experience in setting up ITSM processes within a Shared Services Centre (SSC) to build and refine ITSM practices and frameworks
In this role you will be collaborating with various stakeholders across the business including our Global functions teams in Netherlands & other parts of the world.
Our Regional Hub supports a hybrid working approach. You will be supporting markets in multiple time zones and some flexibility around working hours will be needed. ( Standby during out of office hour might be needed)
You will be joining a newly formed Shared Services Centre team, with opportunities to grow, within IT Service or wider IT functions.
About You
To be successful in this role you will have:
- Prior experience in CHANGE MANAGEMENT is a must
- 3 – 5 years of proven experience in IT Service Management, including CMDB, Incident Management & Problem Management
- ITIL certified (at least ITIL v4 foundation)
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work effectively in a startup environment
Nice To Have
- Experience with Service Introduction and Continual Service Improvement (CSI) is a plus
- Capability to read, write or speak in Mandarin Chinese would be highly desirable
Language
- Good written and spoken English is essential
Qualification / Education
- Diploma / Bachelor's Degree in Computer Science / Information Technology or any other disciplines
What We Offer
- We care about ecology and are truly sustainable. Not only for the environment but also for social resources.
- We have a highly dynamic and very international work environment.
- We have Great Place to Work certified countries!
- We provide a competitive salary which is adjusted on an annual basis in case of good performance.
- We work hybrid and care about your work-life balance.
- You will find nice extras such as various company activities during the year.
Diversity, Equity & Inclusion (DEI)
We welcome everyone regardless of origin, gender, age, sexual orientation, philosophical or political conviction, disability etc.
ApplyPlease fill in the following fields in order to submit your application
#J-18808-LjbffrITSM Service Management Specialist
Posted 15 days ago
Job Viewed
Job Description
Company Description
About SEEK
SEEK operates market-leading online employment marketplaces, including Jobstreet and Jobsdb in Asia. SEEK has been helping people live more fulfilling and productive working lives and helping organisations succeed for over 25 years.
Founded and headquartered in Melbourne, Australia, SEEK has grown into a multinational technology company with over 3,300 employees and is listed on the Australian Securities Exchange.
SEEK’s presence spans Australia, New Zealand, Hong Kong, Indonesia, Malaysia, the Philippines, Singapore and Thailand. Additionally, SEEK has minority investments in employment marketplaces in China, South Korea and Bangladesh.
SEEK develops and applies innovative data and technology tools to facilitate high-quality matching and improve reliability of marketplace information.
In 2021, 2022, 2023 and 2024, SEEK was recognised as one of Australia’s Top Ten Places to Work in Technology in the AFR BOSS Best Places to Work awards. SEEK was also named a 5-Star Employer of Choice by HRD Asia in 2024 and won four accolades at TalentCorp’s Life at Work Awards 2023 in Malaysia.
Job DescriptionThe Role
SEEK recently implemented the ServiceNow platform and extended its existing Service Management capabilities by demonstrating the platform’s ITSM and ITOM modules across the Asia Pacific organisation. In parallel, SEEK is undertaking several technology and business consolidation initiatives under the broader Unification Program.
As a member of the Service Management team, your role is required to drive the adoption, execution and continual improvement of key operational processes for all SEEK APAC.
Depending on your team speciality, you will drive the adoption and improvement of two or more ITSM processes, such as Incident, Problem, Knowledge, Configuration, Change, Asset, Availability.
Key Responsibilities
- Develop and implement ITSM processes across APAC Seek and drive continuous improvement to deliver measurable business outcomes
- Partner with engineering, operations, infrastructure, business and security teams to resolve issues and ensure services are efficient
- Provide out of hours support for critical processes, such as Major Incident Management
- Build reports and dashboards to demonstrate process health and Service performance
- Champion difficult conversations with resolver teams, leaders and Service Owners, relating to Service performance, data quality and/or efficiency
- Ensure the interlocks between ITSM, technology and business processes are understood and executable, e.g., Crisis Management, Disaster Recovery, BCP
- Be data curious. Demonstrate the ServiceNow platform to derive organisation insight and motivate change
- Be an ambassador for Service Management and ServiceNow, by sharing expertise, artefacts and insights that improve the operational effectiveness of SEEK
- Ensure the data and process quality within ServiceNow meets expected standards (pushing through source data issues, behaviour challenges or data integrity)
- Stay abreast of Service Management and ServiceNow trends, as well as industry standard methodology, to ensure SEEK’s operational capability is current and scalable to support future growth.
Essential Qualifications, Skills and Experience
- Experience executing, governing and improving ITIL processes in a medium to large size organisation
- Hands-on experience using ServiceNow reports and dashboards as an extreme ITIL user
- A broad understanding of platform agnostic technology concepts, such as databases, enterprise architecture, cloud computing, monitoring and alerting, APIs etc.
- Expertise working in customer support, production support, or in a technology engineering team
- A full grasp of software development concepts such as requirements gathering, detailed design, multi-phase testing, CI/CD, developing ops practices etc.
- A track record of self-learning and curiosity with new tools, techniques and industry trends
- Understanding of ITIL concepts and process, and the ability to flex so they ‘fit for Seek’
Other Qualifications, Skills and Experience
- Agile experience and a solid understanding of Jira and scrum practices
The Team
The Service Management team comprises of 15 – 25 individuals, some located offshore, delivering the capabilities required to support over 4,000 SEEKers. By leading key ITSM processes, the ServiceNow platform and associated reporting, this team ensures that SEEK’s operations continue to mature and deliver on SEEK’s ambitions.
Several individuals in the team will hold this role, with differing areas of focus. This role will report to a Service Management Lead.
Why SEEK!
- Extended employee benefits
- Hybrid work mode
- Mature and collaborative working culture
- Work life balance
- Permanent position
At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.
We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with diverse backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable mindset but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.
Should you require any specific supportor adjustments throughout the recruitment process and beyond, please advise us and we will be happy to assist.
SEEK kindly requests no unsolicited resumes or approaches from recruitment agencies and will not be responsible for any associated fees.
#J-18808-LjbffrManager, IT Service Management
Posted 1 day ago
Job Viewed
Job Description
About FWD Group FWD Group is a pan-Asian life and health insurance business that serves approximately 30 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the Main Board of The Stock Exchange of Hong Kong Limited under the stock code 1828. For more information, please visit FWD Technology and Innovation Malaysia Sdn. Bhd., known as FWD TIM, was established in late 2019. Strategically located in Kuala Lumpur, FWD TIM serves as a pivotal shared service location within FWD Group, providing services to multiple markets across the Group. FWD TIM houses a diverse and talented workforce focused on essential business and technology services such as information security, cloud operations, IT solutions delivery, digital and data, actuarial, finance, investments, and customer service, among many others. FWD TIM is dedicated to drive and deliver operational excellence and efficiency, foster innovation and ensure regulatory compliance across all business functions as well as maintain a competitive edge in the market. PURPOSE 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.
KEY PERFORMANCE INDICATORS Take Lead on the adoption of ITSM processes and tools for FWD group of companies.
Ensures compliance with ITSM standards, procedures and processes.
Establishment of measurements and targets to improve process effectiveness and efficiency of ITSM processes.
Support projects and efforts that have a broad impact across the organization related to Service Management implementation.
Continuous Process Improvement in ITSM process and implement change to enhance efficiency and effectiveness.
Explorer and Implement Automation and AI.
EXTERNAL & INTERNAL CONTACTS C-Level Senior Management
Group Head of Infrastructure and Cloud Technology
Head of Service Management.
IT and stakeholders of Business Units.
IT teams of Group Shared Services.
Risk management and Internal Audit of Group and Business Units.
External Auditors.
Vendors and/or Service Providers.
QUALIFICATIONS / EXPERIENCE 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.
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IT Service Management Specialist
Posted 6 days ago
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Job Description
IT Service Management Specialist
in our brand new
Regional Hub / Shared Services Centre (SSC)
in
Mid Valley City, Kuala Lumpur , you will have the opportunity to play a role in all aspects of IT service management, with a focus on Configuration Management Database (CMDB), Incident Management, Problem Management, and Change Management. You will work closely with team members to ensure the effective and efficient delivery of IT services, while also supporting continual service improvement (CSI). ThisroleoffersauniqueopportunitytobepartofanewlyestablishedSharedServicesCentre,whereyouwillhelpbuildITservicemanagementprocesses FROMSCRATCH .You’llbeinstrumentalinshapingthefoundationanddrivingserviceexcellencefromthegroundup. Your key responsibilities will include but not limited to: PioneerExperience:TakealeadroleinestablishingandformalizingITSMprocessesfromthegroundup,contributingtothedesignandimplementationofbestpracticesaspartoftheSSC’sinitialsetup Change Management: Oversee and manage the change process to ensure that changes are made efficiently, with minimal disruption, and in compliance with established policies CMDB Management: Design, implement, and maintain the Configuration Management Database to ensure the accuracy and integrity of configuration items (CIs) Incident Management: Monitor and manage IT incidents to ensure timely response and resolution, minimizing the impact on business operations Problem Management: Identify and analyse root causes of issues, coordinate resolution efforts, and implement preventive measures to reduce future incidents Service Introduction and Continual Service Improvement (CSI): Contribute to the introduction of new services and drive ongoing improvements to enhance service quality and efficiency SSC Setup Experience: Utilize your experience in setting up ITSM processes within a Shared Services Centre (SSC) to build and refine ITSM practices and frameworks In this role you will be collaborating with various stakeholders across the business including our Global functions teams in Netherlands & other parts of the world. Our Regional Hub supports a hybrid working approach. You will be supporting markets in multiple time zones and some flexibility around working hours will be needed.
(
Standby during out of office hour might be needed) You will be joining a newly formed Shared Services Centre team, with opportunities to grow, within IT Service or wider IT functions. About You To be successful in this role you will have: DemonstratedexperienceinsettingupITSMprocessesandframeworksFROMSCRATCH,ideallywithinaSharedServices/regionalhub/similarstartupenvironment Prior experience in CHANGE MANAGEMENT is a must 3 – 5 years of proven experience in IT Service Management, including CMDB, Incident Management & Problem Management ITIL certified (at least ITIL v4 foundation) Strong analytical and problem-solving skills Excellent communication and interpersonal skills Ability to work effectively in a startup environment Nice To Have Experience with Service Introduction and Continual Service Improvement (CSI) is a plus Capability to read, write or speak in Mandarin Chinese would be highly desirable Language Good written and spoken English is essential Qualification / Education Diploma / Bachelor's Degree in Computer Science / Information Technology or any other disciplines What We Offer We care about ecology and are truly sustainable. Not only for the environment but also for social resources. We have a highly dynamic and very international work environment. We have Great Place to Work certified countries! We provide a competitive salary which is adjusted on an annual basis in case of good performance. We work hybrid and care about your work-life balance. You will find nice extras such as various company activities during the year. Diversity, Equity & Inclusion (DEI) We welcome everyone regardless of origin, gender, age, sexual orientation, philosophical or political conviction, disability etc. Apply for this job
* indicates a required field First Name * Last Name * Preferred First Name Email * Phone * Location (City) * Resume/CV * Enter manually Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile How did you hear about this job? * Are you able to speak & write in Mandarin Chinese? *
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IT Service Management Specialist
Posted 11 days ago
Job Viewed
Job Description
IT Service Management Specialist
in our brand new
Regional Hub / Shared Services Centre (SSC)
in
Mid Valley City, Kuala Lumpur , you will have the opportunity to play a role in all aspects of IT service management, with a focus on Configuration Management Database (CMDB), Incident Management, Problem Management, and Change Management. You will work closely with team members to ensure the effective and efficient delivery of IT services, while also supporting continual service improvement (CSI). Your key responsibilities will include but not limited to: Change Management: Oversee and manage the change process to ensure that changes are made efficiently, with minimal disruption, and in compliance with established policies CMDB Management: Design, implement, and maintain the Configuration Management Database to ensure the accuracy and integrity of configuration items (CIs) Incident Management: Monitor and manage IT incidents to ensure timely response and resolution, minimizing the impact on business operations Problem Management: Identify and analyze root causes of issues, coordinate resolution efforts, and implement preventive measures to reduce future incidents Service Introduction and Continual Service Improvement (CSI): Contribute to the introduction of new services and drive ongoing improvements to enhance service quality and efficiency SSC Setup Experience: Utilize your experience in setting up ITSM processes within a Shared Services Centre (SSC) to build and refine ITSM practices and frameworks In this role you will be collaborating with various stakeholders across the business including our Global functions teams in Netherlands & other parts of the world. Our Regional Hub supports a hybrid working approach. You will be supporting markets in multiple time zones and some flexibility around working hours will be needed.
(
Standby during out of office hour might be needed) You will be joining a newly formed Shared Services Centre team, with opportunities to grow, within IT Service or wider IT functions. About You To be successful in this role you will have: Prior experience in CHANGE MANAGEMENT is a must 3 – 5 years of proven experience in IT Service Management, including CMDB, Incident Management & Problem Management ITIL certified (at least ITIL v4 foundation) Strong analytical and problem-solving skills Excellent communication and interpersonal skills Ability to work effectively in a startup environment Nice To Have Experience with Service Introduction and Continual Service Improvement (CSI) is a plus Capability to read, write or speak in Mandarin Chinese would be highly desirable Language Good written and spoken English is essential Qualification / Education Diploma / Bachelor's Degree in Computer Science / Information Technology or any other disciplines What We Offer We care about ecology and are truly sustainable. Not only for the environment but also for social resources. We have a highly dynamic and very international work environment. We have Great Place to Work certified countries! We provide a competitive salary which is adjusted on an annual basis in case of good performance. We work hybrid and care about your work-life balance. You will find nice extras such as various company activities during the year. Diversity, Equity & Inclusion (DEI) We welcome everyone regardless of origin, gender, age, sexual orientation, philosophical or political conviction, disability etc. Apply
Please fill in the following fields in order to submit your application
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Senior Manager, Service Management Office
Posted 9 days ago
Job Viewed
Job Description
About Grab and Our Workplace
Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.
Get to know the team:
At Grabber Technology Solutions (GTS), we revolutionise the technology experience for every Grabber. Our mission is to empower our team with seamless and innovative solutions that enhance their daily work. We are a diverse group of forward-thinkers committed to creating personalised IT experiences. If you're passionate about customer-centric innovation and eager to make a significant impact on technology at Grab, come join us and help shape the future of technology.
This role will be base in Malaysia and onsite.
Get to know the Role:
Reporting to the Head of Business Integration & Innovation, this role will lead the overall service management practice for GTS and manage Grab’s internal service management platform. The service management practice includes coverage for service, incident, problem, change, release, configuration, validation and testing. The candidate we are looking for is someone with a strong background in service management best practices with a strong product mindset and stakeholder management skills.
If you are passionate about building a strong service management office, we offer you the opportunity to do so in a forward-thinking and fast-pace technology environment.
The Critical Tasks You Will Perform:
- Lead a team that oversees our internal service management platform to enable highly positive user and Grabber experience
- Lead a team of service management practitioners in defining, implementing, and managing service management processes
- Lead post mortem of high impact incidents and work with service/business owners to formulate action plan
- Be the advocate for good service management practice and improve process awareness and adherence
- Work closely with leadership teams, technical teams, operations teams and project teams to align best practices
- Accountable for service metrics reporting and continuous service improvement on service quality and efficiency
What Skills You Will Need
- At least15years experience in IT service management domain and/or management of ITSM platforms (e.g. FreshService, ServiceNow) in a multinational environments
- Experienced in implementing and improving service management practices that have real, positive impact on improving IT services
- Good hands-on knowledge of managing service management platforms
- Proven track record of leading service management practitioners; coaching and growing the team in skills and capabilities
- Strong senior stakeholder management skills
- Experience in vendor management, commercial negotiations, procurement, and budget management
The Nice-to-Haves:
- Experience in business process automation
- COBIT 5 Foundation certified
- ITIL Expert (v3) / Managing Professional (v4) certified
- IT service desk experience
- Lean/Six Sigma certified
Life at Grab
We care about your well-being at Grab, here are some of the global benefits we offer:
- We have your back with Term Life Insurance and comprehensive Medical Insurance.
- With GrabFlex, create a benefits package that suits your needs and aspirations.
- Celebrate moments that matter in life with loved ones through Parental and Birthday leave , and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
- We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
- Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours
What We Stand For At Grab
We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.
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