Service Transformation Director - THE HACENS TALENT PTE. LTD.

Roles & Responsibilities

Service Transformation Director

This role is a leadership position responsible for spearheading a comprehensive Service Delivery Transformation . The core objective is to centralize and optimize IT Service Delivery through the establishment of an integrated Service Command Center . This leader will be the architect of a strategy to ensure end-to-end (E2E) service delivery excellence, from proactive monitoring to the ultimate management of common infrastructure services.

Key Responsibilities :

Service Transformation Strategy & Execution

• Centralization and Command Center : Design, develop, and implement a strategic plan to consolidate and centralize disparate service delivery functions into a single, cohesive Service Command Center . This center will serve as the hub for all service management activities, ensuring consistency, efficiency, and a unified operational view.
• End-to-End Service Delivery : Define and enforce processes to guarantee E2E service delivery accountability. This includes mapping the entire service lifecycle, identifying ownership at each stage, and implementing controls to ensure seamless handoffs and consistent service quality from request to resolution.
• Proactive Monitoring and Health Checks : Build a robust, centralized monitoring and health-check capability within the Command Center. The strategy will shift the organization from reactive incident response to proactive service management by leveraging real-time data, predictive analytics, and automated alerting to identify and resolve issues before they impact users.
• Infrastructure Management for Common Services : Lead the transformation of infrastructure management, focusing on common services (e.g., network, servers, cloud infrastructure). The strategy will involve standardizing platforms, automating routine tasks, and implementing a governance model that ensures the resilience, security, and scalability of these foundational services.

Governance & Framework Development

Leadership & Collaboration

Qualifications

Tell employers what skills you have

COBIT

Black Belt

Leadership

Service Management

IT Governance

ISO

Predictive Analytics

Strategy

Stakeholder Engagement

Mentorship

Compliance

Team Leadership

Accountability

ITIL

Delivery Management

Service Delivery

Lean Six Sigma