IT SERVICE MANAGER - Islandwide, SG

Roles & Responsibilities

Job Title : Senior IT Service Management Lead (L3 / Production Support)

Location : Singapore (Asia Square Tower 2 – near Shenton Way MRT)

Working Hours : 8 : 30 AM – 5 : 00 PM

Position Overview

We are seeking an experienced and dynamic Senior IT Service Management Lead to oversee IT service delivery, production support, and continuous improvement initiatives across our regional technology operations. This role requires strong leadership, in-depth understanding of ITSM frameworks, and the ability to align IT services with business objectives in a complex financial environment.

The ideal candidate will have a solid track record in managing multi-tier IT support (L0–L2), excellent stakeholder communication skills, and a service-oriented mindset.

Core Responsibilities

1. IT Service Management (40%)

• Service Catalog Development : Design and document a comprehensive service catalog, ensuring all IT activities are structured as formal services with defined SLAs.
• Service Engineering : Lead optimization and standardization of service delivery across L0–L2 teams to improve efficiency and scalability.
• Continuous Improvement : Implement ITSM best practices to enhance service quality, stability, and business alignment.
• ServiceNow Implementation : Support ITSM workflow automation for incident, problem, and change management using ServiceNow or similar tools.
• Service Request Management : Oversee and optimize request fulfillment processes through ITSM tools.
• Service Configuration Management : Manage Configuration Items (CIs), ensuring CMDB accuracy and data integrity.
• Service Catalog & Lifecycle Management : Maintain an up-to-date catalog aligned with evolving business needs.
• Service Level Management : Define, negotiate, and report on SLAs and OLAs, ensuring consistent service performance.
• Service Design : Develop end-to-end service designs incorporating processes, tools, and measurable metrics.
• Service Continuity Management : Support business continuity and disaster recovery planning, testing, and documentation.

2. Leadership (20%)

3. Communication (20%)

4. Stakeholder & User Engagement (20%)

Qualifications

Education

Experience

Skills

Tell employers what skills you have

Leadership

Interpersonal Skills

Application Support

Pressure

Team Management

Accountability

Stakeholder Management

Performance Management

Japanese

Incident Management

Service Delivery

Ability to Prioritize