Head of IT Service Management Department

Job Summary

Lead IT service management operations to ensure reliable and quality service delivery, effective support governance, and continuous improvement of MCMC's technology services.

Job Responsibilities

1. Lead IT service operations, monitor infrastructure and application service availability and ensure consistent, reliable, efficient service delivery and continuous business operations of MCMC.

2. Oversee service desk and end-user support to ensure timely resolution of incidents and user satisfaction. Govern IT service performance and SLAs to ensure compliance with agreed service standards and KPIs.

3. Manage incident, problem, and change processes by establishing an incident response plan and systematic Change Management processes and procedures, through the Change Advisory Board (CAB), to minimize the risk of exposure, impact, and service disruption.

4. Coordinate business continuity and disaster recovery readiness to ensure service resilience and rapid restoration by the implementation of the IT Disaster Recovery Plan (IT DRP) and its relevant strategy, processes, and procedures.

5. Lead and establish all strategy and implementation activities related to the Digital Workplace transformation and modernization that enhance efficiency, quality and user experience. An example is using a secure Microsoft M365 online environment with cloud-based productivity and collaboration tools, process automation, RPA, AI and other technologies.

6. Drive and establish the Digital Signature service for internal and external stakeholders, ensuring the organization is equipped with and capable of providing a secure digital signature platform for the signing of digital documents, such as approval papers and agreements.

7. Oversee and manage IT-related purchasing of hardware, software, and licenses, and vendor management to ensure stakeholder satisfaction, compliance, optimization, and the achievement of effective contracts and cost control.

8. Lead vendor and support contract management to ensure effective service delivery and value for money.

9. Develop IT service policies, SOPs, and governance controls to strengthen compliance and standardization.

10. Lead and develop IT support teams to strengthen capability, accountability, and service excellence and advise management of service risks and performance.

Qualifications & Work Experience

• Bachelor's Degree in Computer Science or any related field
• Minimum 5 – 15 years of experiences in the industry
• Expertise in IT Service Management tools, Microsoft product, licensing and agreement, Cloud-based solutions
• Professional Qualification: ITIL Certified

Technical Competencies/Skills

• Business Needs Analysis
• Emerging Technology Synthesis
• Project Management
• Risk Assessment and Management
• Quality Standards and Assurance
• Business Continuity
• Governance
• Performance Management
• Change Management
• Problem Management
• Data-driven Decision Making

Behavioral Competencies/Skills

• Customer Focus
• Proactive
• Achievement Oriented
• Communication Skills
• Decision Making
• Collaboration Skills
• High Integrity
• Flexible and Adaptable
• Analytical Thinking
• Organizational Skills
• Managing Multiple Priorities
• Assessing Risks and Impacts of a Situation
• Conflict Management
• People Management
• Strong Leadership