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 mayanne.ramos@peoplebank.asia or apply online.
