ITSM Manager

Location: Singapore, Singapore
Thales people architect solutions at the heart of the defence-security continuum. Interoperable and secure information and telecommunications systems for defence, security, and civil operators, are based upon innovative use of radiocommunications, networks, and cybersecurity. We are ground breaking new digital technologies such as 4G mobile communications, cryptography, cloud computing and big data for use in physical protection systems, and critical information systems. Thales established its presence in Singapore in 1973 to support the expansion of aerospace-related activities in the Asia-Pacific region. Throughout the last four decades, the company grew from strength to strength and is today involved in the primary businesses of Aerospace (including Air Traffic Management), Defence & Security, Ground Transportation and Digital Identity & Security. Thales today employs over 2,100 people in Singapore across all its business areas.
The Opportunity:
The ITIL/ITSM Manager will be responsible for developing, implementing, and managing the IT Service Management (ITSM) framework based on ITIL best practices. This role includes leading the preparation and execution of ISO/IEC 20000 certification, overseeing IT service processes, and ensuring compliance with industry standards. The manager will collaborate with various departments, manage the IT service desk, develop SLAs and OLAs, conduct audits, and coordinate with external vendors. Additionally, the role involves providing training, facilitating ITSM meetings, and analyzing KPIs to drive service improvements.
Key Responsibilities:
Develop, implement, and manage the IT Service Management (ITSM) framework based on ITIL best practices.
Lead the preparation and execution of ISO/IEC 20000 certification.
Oversee the design, implementation, and improvement of IT service processes.
Collaborate with various departments to ensure alignment and integration of ITSM processes.
Monitor and report on the performance of IT services and processes.
Identify and manage risks associated with IT services.
Provide training and support to staff on ITSM processes and tools.
Ensure compliance with industry standards and regulations.
Manage the IT service desk and ensure efficient handling of incidents and service requests.
Develop and maintain service level agreements (SLAs) and operational level agreements (OLAs).
Conduct regular audits and assessments of IT services to ensure continuous improvement.
Coordinate with external vendors and service providers to ensure quality service delivery.
Lead and participate in ITSM-related projects and initiatives.
Develop and maintain documentation related to ITSM processes and procedures.
Facilitate regular ITSM meetings and workshops to promote best practices and knowledge sharing.
Analyze and report on key performance indicators (KPIs) to drive service improvements.
Requirements:
Bachelor's degree in Information Technology, Computer Science, or a related field.
ITIL certification (Expert level preferred).
Proven experience in implementing and managing ITSM frameworks.
Experience with ISO/IEC 20000 certification process.
Strong understanding of ITIL best practices and IT service management principles.
Excellent leadership, communication, and interpersonal skills.
Ability to work collaboratively with cross-functional teams.
Strong analytical and problem-solving skills.
ITIL Foundation Certification (minimum).
ITIL Expert Certification (preferred).
ISO/IEC 20000 Practitioner Certification (preferred).
Project management certification (e.g., PMP, PRINCE2) (preferred).
Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar.
Knowledge of other relevant standards and frameworks (e.g., COBIT, ISO
At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries, our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now
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