SVP, Senior ITSM Specialist, EASRE, Group Technology

3 days ago


Singapore 300005 Chief Executive's Office_00002555 Full time

Job Description - SVP, Senior ITSM Specialist, EASRE, Group Technology (WD71516)Job Description SVP, Senior ITSM Specialist, EASRE, Group Technology - ( WD71516 )We are seeking an experienced and dynamic Senior ITSM Specialist to lead and enhance our IT Service Management (ITSM) initiatives. The ideal candidate will drive the implementation, adoption, and optimization of ITSM processes and tools, ensuring alignment with the ITIL framework while incorporating Site Reliability Engineering (SRE) principles and process re-engineering. This role demands a strategic thinker with strong leadership capabilities, a proven track record in IT service delivery improvement, and the ability to foster a culture of operational excellence, continuous improvement and process transformation. Key Responsibilities: Develop and implement ITSM strategies, policies, and frameworks aligned with organizational resiliency goals. Lead ITSM initiatives, ensuring the seamless integration of ITIL and SRE practices to drive operational efficiency and service stability. Act as a change agent to promote a culture of continuous improvement, resiliency, and proactive service management. Provide strategic leadership for cross-functional service improvement and process re-engineering projects. Bridge traditional ITIL frameworks and SRE practices to enhance service reliability, scalability, and efficiency. Process Management Collaborate with process owners to oversee critical ITIL processes such as Incident, Problem, Change, Capacity, and Service Level Management. Conduct in-depth process analysis and identify opportunities for re-engineering to eliminate inefficiencies, reduce costs and improve performance. Integrate SRE principles, including error budgeting, Service Level Indicators (SLIs), Service Level Objectives (SLOs), observability, and post-mortem practices, into re-engineered ITIL processes. Design and implement scalable, automated, and optimized processed that align with business goals and operational needs. Utilize data-driven approaches and tools for process mapping, workflow redesign, and performance measurement. Project Management Lead the implementation and optimization of ITSM tools (e.g., ServiceNow, Cloudwise) across diverse teams, incorporating re-engineered workflows. Manage large-scale ITSM projects, defining requirements, milestones, and deliverables in collaboration with stakeholders. Oversee the transition of services into production, ensuring readiness and effective knowledge



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