The Lead, IT Service Management (Service Design, Quality & Improvement) is responsible for leading the governance, design, quality assurance, continual service improvement, and compliance of IT services across the organization. The role ensures that IT services are designed, transitioned, operated, and continually improved in accordance with ITIL best practices, ISO/IEC 20000 standards, and organizational objectives while maintaining strong stakeholder relationships and delivering excellent customer experience.
JOB DUTIES & RESPONSIBILITIES
1. IT Service Management Governance
- Lead and govern the implementation and continual enhancement of IT Service Management (ITSM) processes based on ITIL best practices.
- Develop, review, and maintain Service Design frameworks, governance standards, policies, procedures, and process documentation.
- Ensure alignment between IT services, business objectives, and enterprise governance requirements.
- Develop and enhance ITSM processes to effectively manage service escalations and ensure audit compliance.
2. Service Design & Service Transition
- Lead the design, assessment, and implementation of new or enhanced IT services.
- Evaluate business requirements and recommend service improvements, automation opportunities, and technology solutions.
- Coordinate Service Design and Service Transition activities to ensure operational readiness.
3. Service Quality & Compliance
- Establish and maintain IT Service Quality standards and governance.
- Lead ISO/IEC 20000 initiatives, including certification readiness, internal and external audits, compliance assessments, and governance reporting.
- Monitor adherence to ITSM processes, policies, and service quality standards.
4. Continual Service Improvement (CSI)
- Develop and drive Continual Service Improvement (CSI) initiatives across IT Operations.
- Analyse operational trends, recurring incidents, SLA performance, customer feedback, and service risks to identify improvement opportunities.
- Apply structured improvement methodologies such as ITIL CSI, Lean, PDCA, and root cause analysis.
5. Performance Management & Reporting
- Develop executive dashboards and management reports for service performance.
- Monitor KPIs, SLAs, OLAs, customer satisfaction, service availability, incident trends, and operational performance.
- Present recommendations and improvement plans to senior management.
6. Business Relationship Management
- Establish and maintain strong relationships with business stakeholders and Service Owners.
- Understand business requirements and ensure IT services effectively support business objectives.
- Manage IT Customer Feedback channels and coordinate service review sessions.
7. IT Liaison Officer (ITLO) & Digital Ambassador Programme
- Lead the coordination and governance of the IT Liaison Officer (ITLO) and Digital Ambassador programmes.
- Plan and conduct awareness programmes, technical briefings, workshops, and training initiatives.
- Strengthen communication and collaboration between IT and business units.
8. Stakeholder Engagement & Operational Coordination
- Coordinate N-Level Support meetings, service governance forums, and cross-functional operational reviews.
- Coordinate Disaster Recovery Simulation activities and other IT operational exercises involving business users.
- Collaborate with Infrastructure, Application, Security, Vendor Management, and Project teams to improve service delivery.
9. Audit and Risk Management
- Maintain audit evidence, process documentation and governance records from SIRIM and Internal audit
- Involve in risk management
10. Leadership & Team Management
- Lead, coach, mentor, and develop team members.
- Allocate resources and monitor work performance.
- Foster a culture of service excellence, collaboration, innovation, and continuous improvement.
11. Other Responsibilities
- Perform any other duties as assigned by Management.
QUALIFICATIONS
- Malaysian citizen
- Pass the Malay Language including oral test at Sijil Pelajaran Malaysia (SPM) level or equivalent as recognized by the Government
- Possess a bachelor's degree honors in Computer Science or equivalent qualification from any local or abroad higher learning institution recognized by the Government
- Minimum of 7-10 years experience working in an IT service environment within a complex and diverse organization
- Must have at least ITIL based experience and ITIL v3/4 Foundation certification
- Familiar with ISO 9001 Standard, ISO/IEC 20000-1 IT Service Management and any relevant ISO/IEC certification. Have proven history in ISO compliance.
- Previous work experience in a customer facing role ie Incident Manager or Problem Manager or Shared Services Environment is an advantage
- Ability to effectively communicate (verbal and written correspondence) in a professional manner with technical and non-technical personnel
- Be able to work productively in a potentially limited resources environment
- Self-starter and able to work in team environment
- Flexible and adaptable, able to work in ambiguous situations
- Sufficient technical background to understand the different architectures of the systems, and to understand the impact of new technologies; experience of enterprise level applications will be an advantage
- Possess excellent skills in writing (BOTH in English and BM), editing, proofreading, speaking and good interpersonal skills
JOB STATUS
Permanent
All applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of the advertisement.
