Service Management Specialist/Manager

Job Title: Service Management Specialist/Manager
Contract Type: Permanent
Location: Singapore, Singapore
Salary: Negotiable
Start Date: ASAP
Reference: 198149_1568779660
Contact Name: May Anne Ramos
Contact Email:
Job Published: September 18, 2019 12:07

Job Description

Service Management Specialist/Manager

  • Permanent and direct contract available
  • Opportunity to work at a market leader in Asia Pacific
  • Growth and learning opportunities within the company

The Opportunity

The Manager/Specialist Service Management is the process owner / manager for 1 or more service management process with accountability to set the policies, standards and procedures for that process in alignment with ITIL V3 best practices for IT Service Management. He/she is expected to work with the Service Owners, Process Owners/Managers, Operations, Technical and Application delivery teams.

  • Lead and manage one or more service management process
  • Accountable for the process end to end with overall responsibility for the effective running of the process
  • Develops the policy, standards and procedures for the governance of the process
  • Act as escalation point for process function issues
  • Implement, review, maintain and audit the service management process and procedures
  • Ensure process governance, assurance and adherence
  • Manage service delivery metrics to identify trends and process improvement opportunities
  • Responsible for the maintenance and continual improvement of the process
  • Responsible for process metric targets (KPI/SLA)
  • Provide process performance metric reports (as required)
  • May have people management or vendor management responsibilities

Your Background

The ideal candidate should possess the following skills and experience:

  • IT Diploma/Degree
  • Minimum 7-10 years' relevant experience in the service management process
  • Extensive knowledge and experience in IT Service Management framework, processes and reports
  • Experience in vendor/partner management
  • Experience working with virtual/offshore teams
  • ITIL V3 foundation/intermediate certificate
  • Proven analytical and problem solving skills
  • Autonomous and self-motivated
  • Ability to lead, influence and coordinate resources to achieve results
  • Excellent relationship building and management skills
  • Excellent communication (verbal and written) skills
  • Strong influencing and persuasive ability
  • Effective presentation skills
  • Demonstrates initiative and a commitment to continuous improvement
  • Ability to perform under pressure
  • Flexibility in approach to problem solving
  • Deep understanding of ITIL v3 processes, with experience in an ITIL based environment

Interested candidates please submit your CV to or apply online.