Art der Beschäftigung: Vollzeit

Ort: Singapore

Land/Region: Singapore

Job objectives:

  • Manager will plan, design, build, test, rollout & run several IT4IT processes in consultative interactions with global IT4IT Product Owners, and stakeholders in the region
  • The primary mission of the IT4IT Process Manager will be to establish strong foundation of ITSM workstream and APM workstream, and build up process SME to enable greater efficiency, effectiveness and less risk and deliver wide ranging benefits to entire zone IT
  • anges along with smooth transition in a user-driven mindset
Increase zone users’ maturity level of IT4IT processes and advocate IT4IT processes in the zone

Job description:
  • Provide thought leadership of ITSM and APM framework, benchmarking industrial best practices
  • Design ITSM governance model and put it in place in the zone
  • processes (Incident, Problem, Service Request, Change, Knowledge, Service Level, Service Configuration) in the zone
  • developing the onboarding procedures
  • Track and monitor the adoption rate of ITSM processes in the zone
  • Collaborate with global ITSM community to design the Quality of Service (QoS) KPI to measure the operational excellence
  • Leverage resources to develop ITSM dashboards both from adoption and QoS perspective
  • Gather the demands on ITSM processes evolution, assess from business perspective and own the ‘Idea to Delivery’ journey of ITSM demands in the zone
  • Liaise with ITSM key stakeholders to demonstrate ITSM expertise and address ITSM concerns from all aspects
  • Chair zone ITSM community to organize events and maintain knowledge assets
  • Standardize the streamline the Application Portfolio Management (APM) process in the zone
  • Lead Next-Gen APM program management in the zone
  • Provide consultancy of APM (key features, data model, dashboards, interdependency with other process) to all zone IT stakeholders
  • Chair APM community in the zone to run APM campaign to ensure good data quality
Provide process trainings and system-based demo for all zone IT users

Required work experience:

        10+ years of demonstrable experience in technical consulting/managerial roles with strong expertise in ITSM and APM, experience in Agile, DevOps, IT Operations, IT governance is highly preferred

Preferred profile/ skills:

  • Understanding and real-world application of a holistic view of IT4IT framework published by Open Group
  • Demonstrated experience of implementing ITSM framework from 0 – 1 for large MNC company
  • Strong presentation skills. Able to effectively present to a variety of audiences
  • Experience in IT Service Management and Application Portfolio Management modules in major technical platform, ideally ServiceNow
  • At least 5 years of experience with ITSM, ideally as a product owner or senior consultant
  • ITIL V4 Strategic Leader or Managing Professional is a MUST
  • ServiceNow certification is highly preferred
  • Strong interpersonal skills, with an ability to work with multi-cultural & diverse teams
  • and technical design
Skilled in mapping IT4IT processes with ServiceNow modules and functions, and addressing the gap between concept and operation