Join Aspiro, a top MSC Status company and one of Top 3 Most Preferred Employers in Malaysia Shared Services Graduan Awards. At Aspiro we value creativity, personal growth, and innovation.
What You'll Do:
Leads IT Service Management with accountability for endtoend governance, execution, and continual improvement of core ITSM processes. Ensures disciplined operations across Incident, Major Incident, Problem, Change Enablement, Knowledge, Request Fulfilment, Configuration Management (CMDB), and Availability Management. Drives process adoption, tooling effectiveness, data quality, and senior stakeholder engagement to deliver reliable, businessaligned IT services and measurable operational outcomes.
- Owns endtoend governance and performance of core ITSM processes including Incident, Problem, Change Enablement, Knowledge, Request Fulfilment, CMDB, and Availability Management.
- Drives operational discipline, data quality, and service reliability through strong process leadership and crossfunctional stakeholder collaboration.
- Owns ITSM governance, compliance, and reporting by delivering actionable service performance insights, maintaining policies and runbooks, and ensuring trusted dashboards through consistent metrics and high data integrity.
- Provides clear, timely incident and change communications, aligns crossfunctional technology and business stakeholders to shared priorities, and partners with Service Management on targets and reporting while retaining ownership of operational execution.
- Drives continuous improvement and automation initiatives to reduce ticket volumes, improve MTTR, eliminate recurring failures, and increase knowledge reuse, deflection, and firstcontact resolution through effective process and tooling enhancements.
- Leads and develops a highperforming service assurance team through clear objectives, effective coaching, talent development, and succession planning, while ensuring resilient oncall coverage and fostering a culture of accountability, engagement, and continuous learning.
- Owns ITSM platform configuration and operational guardrails, ensures CMDB, knowledge, and service catalogue data quality, and partners with platform owners to prioritize enhancements, resolve defects, and improve overall user experience.
- Manage operating budgets tied to ITSM operations and tooling; forecast, track spend and ROI of improvement initiatives.
- Coordinate with third-party vendors/managed services providers to meet operational requirements and resolve escalations.
Who We're Looking For:
- Diploma or Bachelor's degree in Computer Science, IT, or a related field.
- 810+ years of ITSM or IT operations experience, leading highperforming service management team in shared services center, multicountry and multilanguage environments.
- Proven handson leadership applying ITIL practices, risk management, and continuous improvement to deliver measurable service outcomes.
- Strong understanding of how IT services enable business objectives, with experience leading IT projects and service optimization initiatives.
- Excellent communication and stakeholder management skills, able to articulate strategy, influence change, and resolve issues diplomatically.
- Demonstrated ability to set direction, anticipate operational risks, and build resilient, businessaligned service strategies.
- Fluency in Mandarin (spoken and written) is required.
Why Aspiro
- Career growth: We are ACCA-approved employer.
- Perks: Flexi wellness allowance, hybrid, vibrant office environment and more!
- Feel Comfortable: Enjoy the flexibility of smart-casual attire.
- Comprehensive Support: EPF, SOCSO, EIS and ongoing training to help you succeed.
- Compensation package inclusive performance base bonus, incentive and allowance
If you're keen on this opportunity with Aspiro, here's what you need to do next:
- Click on quick apply to submit your application promptly.
- You may reach out to us directly at 011-1104 8210 for further inquiries or information.
- For more career opportunities with Aspiro, visit our career website at: https://www.aspiro.co/career/
